Job Description

Reporting to the Executive Vice President (EVP) & General Manager (GM), the Sr. Vice President, Operations will provide overall Operational leadership and strategic direction for the Hollywood theme park and related business. This executive will oversee a large management and union workforce, functioning at a high level with executives at USH, UPR, NBCU and Comcast. Responsible for the day to day and long-term operation of the Operations departments which includes: Guest Relations and Communications, Parking, Main Entry, Attractions, Park Services, Facilities, Scheduling & Labor Support, Operational Excellence (X1), Command Center, Health & Safety, Compliance, and The World Famous Studio Tour.  The SVP, Operations is expected to ensure the quality of the day-to-day park experience along with Team Member engagement and service.  The SVP is an integral business partner to all areas of the business, including the EVP & GM, department leaders, as well as senior executives throughout the organization, providing insight and support in business decision-making. 

• Provides leadership oversight to all Park Operations Departments with a focus on operational excellence and flawless execution of new initiatives to improve the guest experience, show quality of attractions, and overall Park cleanliness. This includes establishing appropriate metric-based targets, reviewing performance against these targets and developing appropriate action plans to service or exceed these targets.
• Mentor direct reports and guide the development of Operations leadership through high-impact coaching and both formal and informal training on technical job knowledge and leadership skills. Drives high levels of Team Member engagement by ensuring timely and fair resolution of Team Member and labor relations issues. 
• Leads the development and management of all departmental budgets, including labor, expense, and capital projects.  Reviews necessary reports to ensure daily/monthly/annual budgetary adherence or to ensure reasonable ongoing responses to operating conditions.
• Drives high levels of Guest satisfaction as measured by both internal and external customer measurement tools. Ensures that attractions operate at optimum capacity, minimizing guest wait without sacrificing show quality or safety standards. Ensures effective partnering between Attractions Managers and Technical Services to minimize unscheduled attraction closures and downtime.
• Partners with Creative and Technical Services in the opening of new attractions, venues and ride test cycling as well as ongoing post-opening assessment for potential change/improvement items.
• Review new attraction criteria to make sure new attractions are delivered correctly and completely. Review critical scopes of work as well as design of all new attractions for reliability and safety. Performed in concert with attraction schedules.
• Partner with EVP & GM, senior group management, and operating leaders to determine the long-term plan for the business.
• Be a strong operational and strategic advisor to the business leadership team and EVP & GM in operational strategy and capital utilization.
• Analyze options, partner in decision-making, help ensure appropriate execution.
• Lead the strategic planning and program development for Operations; develop funding proposals and initiatives for programs to ensure the continuous delivery of services.
• Partners with Tech Services, Entertainment, Special Events, Sales, HR, Finance, and Legal to proactively resolve issues, long term work force planning and capital investments and priorities.
• Partner with Environmental, Health and Safety (EHS) to ensure sustainability is considered, and all EHS policies are followed, reinforced and that departments are up to date on training. Exchange safety information across all parks and technical departments and ensures all safety standards based on DOSH, CalOSHA and other government regulations are met and/or exceeded
• Lead a diverse Team of operational professionals.  Develop, manage, motivate, and retain a high performing and diverse organization. 
• Ensure overall adherence to company policies and procedures.
• Provide continuous risk and opportunity assessment and timely communication and advice to management teams.
• Required on-site: This position is required to be performed full-time from an NBCUniversal-designated worksite. This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $250,000 - $360,000 (bonus and long-term incentive eligible)

Qualifications

REQUIRED QUALIFICATIONS

• Bachelor’s degree from an accredited college or university.
• 15+ Years Required in an operational capacity for a guest facing, multi-faceted business.  10+ years must be in the management of operational teams engaged in delivering the highest quality of guest service with compliance and safety top of mind.
• Knowledgeable of major regulations, industry codes and safety standards applicable to Theme Park Operations.
• Proven experience delivering results through the flawless execution of strategies and objectives.
• Excellent management skills in leading a diverse team within a “24/ 7; 365 days a year opened to guest” business.
• Must be available to lead and guide Teams with questions or advisement needed on weekends, holidays and nights as required.
• Strong P+L experience, command of budgeting and costs controls
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• Interfacing at an executive level across multiple businesses and parent company.
• Influences decisions with a high degree of tact & diplomacy to obtain the best outcome and maintain good will.
• Experience leading and engaging Team members in a unionized and highly diverse work force.
• Ability to effectively present information to top management, public groups, and/or boards of directors

DESIRED QUALIFICATIONS

• Proven ability to manage multiple priorities and tight deadlines
• Strong organizational, planning, delegation, mentoring and coaching skills.
• Theme Park Operations knowledge and experience.
• Proven success at managing initiatives with multiple stakeholders with a One Team mindset and solution-oriented approach.

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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