Guest Experience Operations Lead

LEGO Group; Manchester; On-site; Confidential; Full time

Job summary

LEGOLAND Discovery Centre Manchester is seeking a passionate Operations Manager to champion the guest journey and deliver a world-class experience. You will lead the Guest Experience Team, oversee rides, workshops and experiences, and continually drive improvements using guest insights.

As a senior operations leader, you will champion health & safety, manage on-call duty and crisis procedures, and recruit and develop your team while collaborating with other department leads to ensure a seamless,

Qualifications

• Guest-obsessed with passion for delivering outstanding customer experiences.
• Operational leader from visitor attractions, theme parks, hotels, or similar customer-focused industries.
• Confident with health & safety and operational procedures, with a track record of compliance.
• Quick-thinking and decisive under pressure with strong problem-solving skills.
• Proactive with examples of improving customer experience in past roles.
• Natural influencer who builds collaborative relationships across teams.
• Enthusiastic, positive and inspiring, motivating others to match guest-first energy.

Responsibilities

• Lead and inspire the Guest Experience Team to immerse visitors in the LEGO world.
• Oversee front-line activities from rides to workshops, 4D cinema, and VIP experiences.
• Walk the guest journey, monitor feedback and insights to identify improvements.
• Create and execute annual and tactical guest experience plans driving metrics and improvements.
• Champion health & safety with robust risk assessments, SOPs and training.
• Lead on duty and crisis management procedures, sharing rostering responsibilities.
• Recruit, train and develop the team through coaching and performance reviews.
• Collaborate with departmental leads to ensure a seamless, joined-up guest experience.

Skills

Guest-obsessed

Operational leader

Health & safety

Quick-thinking

Initiative

Influencer

Motivation

Job description

LEGOLAND Discovery Centre Manchester is seeking a passionate Operations Manager to champion the guest journey and deliver a world-class experience. You will lead the Guest Experience Team, oversee rides, workshops and experiences, and continually drive improvements using guest insights.

As a senior operations leader, you will champion health & safety, manage on-call duty and crisis procedures, and recruit and develop your team while collaborating with other department leads to ensure a seamless,