Operations Manager BIRMINGHAM, UK

What You'll Do:

• Lead and inspire the Guest Experience Team, ensuring every visitor is immersed in the playful world of LEGO.
• Oversee all front line activities, from rides and attractions such as Kingdom Quest and the 4D cinema, to education workshops, VIP experiences and costume characters.
• Spend time walking the guest journey, monitoring feedback, reviews and customer insight to identify improvements.
• Create and execute both annual and tactical guest experience plans, driving KPIs and challenging teams to continuously improve.
• Champion health & safety across the attraction, maintaining robust risk assessments, SOPs and training frameworks.
• Lead on duty and crisis management procedures, taking your share of rostered responsibilities.
• Recruit, train and develop your immediate team through coaching, performance reviews and ongoing development opportunities.
• Work closely with other departmental leads to ensure a seamless, joined up guest experience throughout the attraction.

This is a full time permanent role, working any 5 days out of 7, including weekends and bank holidays as required.

Qualifications & Experience:

• Guest obsessed, with a genuine passion for delivering outstanding customer experiences.
• A proven operational leader, ideally from visitor attractions, theme parks, hotels, holiday parks, cruise ships, airlines, experiential retail or similar customer focused industries.
• Confident in health & safety and operational procedures, with a track record of ensuring compliance and best practice.
• Quick thinking and decisive under pressure, with strong problem solving skills and a proactive approach.
• Full of ideas and initiative, with examples of how you've improved customer experience in past roles.
• A natural influencer, able to build collaborative relationships and drive results across multiple teams.
• Enthusiastic, positive and inspiring, someone who motivates others to match your guest first energy.

Benefits:

Workplace - Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (e.g., sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children's Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Pay Range:

From GBP 33,000.00 per year.