What you'll bring to the team
Job Title: Operations Manager
Operating Group: Gateway North America
Division: Operations
Reports to: General Manager
Job Level: Manager
Exemption Status: Exempt
Job Summary: The Operations Manager ensures that every guest enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values. The Operations Manager will oversee the efficient, effective, and safe day-to-day running of assigned areas of the attraction, while maximizing profitability through a proactive approach to people, process, and vendor management.
Qualifications & Experience
Key Responsibilities:
Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets. - Ensure the Guest Experience Team consistently delivers world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets. - Deliver initial and ongoing training of Guest Experience Team as required for safe, efficient, and effective operation of assigned areas.
Work with General Manager to create and implement optimal and compliant labor budgets/schedules for various day-@types and seasonal needs.
Lead the team to be Guest-Obsessed, positive, proactive, and FUN.
Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the team. - Support and inform General Manager as part of the attraction Senior Leadership Team.
Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
Lead by example, particularly on peak trading days, and be able to confidently work every guest facing position in the attraction. - Trained, willing, and able to serve as manager on duty.
Takes responsibility for recruiting, hiring, onboarding, and ongoing training for the Guest Experience Team - Understands and clearly communicates KPIs and other success metrics to Guest Experience Team. - Manages performance and growth of the Guest Experience Team through Personal Development Plans, Appraisals, and Training.
Monitors the visual appeal and effectiveness of all assigned areas, regularly making improvement recommendations to GM.
Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.
Coaches and Manages Guest Experience Team to provide best-in-class guest experience and maximize profit in all assigned areas.
Demonstrates Merlin Values at every opportunity and requires Guest Experience team to do the same.
Works closely with Marketing and Sales teams (at GM direction) to deliver operational excellence in support of any events or new exhibits. Operations Manager Job Description - The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.
Perform other duties as assigned.
Education and Experience: High School Diploma or GED. College degree preferred. Minimum three years of service industry experience with three years of management experience required including a visitor attraction, theme park, museum, hotel or theater environment, or equivalent combination of experience and education. Proven ability to work on multiple projects simultaneously and multitask as necessary. Extensive knowledge of computers including Microsoft Office - Excel, Outlook, and Word. Proven ability to work on multiple projects simultaneously and multi-task as necessary. Desire to work in fast-paced environments. Highly self-motivated strong leader with proven success managing operational teams. Passion for providing excellent experiences to our guests is critical. This combined with excellent communication, negotiation, interpersonal and organizational skills will be vital in driving visitor numbers to the attraction and getting the most out of your team. Licenses and Certifications Ability to obtain related licensures or certification as may be required to perform the essential function of the position or as required by law.
Travel Requirements: - May occasionally require local or domestic travel.
Health and Safety: Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.
Managers/supervisors are responsible for all aspects of Health, Safety and Security within their team, in line with the Merlin Entertainments Group Health, Safety and Security Policy. They must ensure that risk assessments have been carried out, that safe working procedures are in place for all work activities and that all employees in their teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, corrective action is taken to ensure that such incidents are not repeated.
Working Conditions:
Attendance is a mandatory function of this job.
To support site operations, must be willing to work flexible hours, including morning, evenings, holidays, and weekends.
Physical Demands: - Ability to hear, listen, and to communicate with others.
Ability to sit and stand for long periods of time.
Ability to use basic computer tools.
Wear all necessary personal protective equipment to perform job functions.
Move throughout all areas of the attraction with or without reasonable accommodation.
Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job function for the full shift with meal break.
Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities. - Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. - May be exposed to a loud work environment.
Environmental Factors
Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.
Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions.
Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.
Exposure to shaking objects and equipment.
Exposure to varying light levels while transitioning in and out of the attraction at various times of the workday.
Lifting Requirements
May be required to lift or carry items weighing up to 10 pounds with or without reasonable accommodation.
Additional Non - Technical Competencies: Be adaptable - adapting approach and demeanor in real time to march the shifting demand of different situation. Collaborate - Building partnerships and working collaboratively with others to meet shared objectives. Communicate Effectively - Developing and delivery communications that convey a clear understanding of the unique needs of different audiences. Ensure Accountability - Holding self and other accountable to meet commitments. Core Behaviors Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be the best place in the world to work and visit. We do this by working together with shared values and demonstrating values-based competencies. We Care We go above and beyond for our guests and our people - no gesture is too thoughtful. We are uncompromising about safety, security, and welfare, setting the highest standards. We work hard to have a positive impact, both on the planet and in our local communities. Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely to others, learning from feedback. We take inspiration from our industry and world, to stay at the forefront of entertainment. Drive and Discover We give our best every day, owning our work and seeing it through until it's done brilliantly. We focus on the things that make the biggest difference: do less but do it better. We explore untapped opportunities to delight more guests in more ways, embracing calculated risks. Operations Manager Job Description Go Together We work on our relationships daily, building teamwork and trust. We collaborate with people from other teams and sites around the globe, to solve problems together and draw on diverse perspectives. We commit to our decisions and move at speed to make progress happen. Enjoy the Ride We bring fun and optimism to our work - because happiness helps us be at our best.
We support each other through challenges and turn missteps into opportunities to learn. We cultivate a warm, welcoming environment where people feel a strong sense of belonging. Disclaimer Statement I confirm that I have read, understand and am able to perform the essential job functions of the job with or without reasonable accommodation
Benefits
?? Benefits of Joining Merlin Entertainments! ??
?? Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
?? Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
?? Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. ??
?? Recognition Programs and Rewards: Celebrate your achievements and hard work!
?? 401(k) Program: Save for the future with company matching contributions.
?? Tuition Reimbursement Programs: Get support for further education and career growth.
?? Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! ???
Pay Range
USD $55,249.00/Yr.
Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/11397/sea-life-operations-manager/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834381883)
At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.
Location (Country-State-City) US-MO-Kansas City, MO
Job ID 2026-11397
Employment Type Full-Time
Offer/Contract Type At Will (US Only)
Location Name SEA LIFE Kansas City
