Operations Manager

LEGOLAND Discovery Centre; Birmingham; On-site; GBP 33,000 - 37,000; Full time

Job summary

LEGOLAND Discovery Centre Birmingham is seeking an Operations Manager to lead the guest experience team and oversee all front-line activities, from attractions to workshops and characters. You will monitor guest feedback, drive improvements, and deliver annual and tactical plans while upholding health and safety standards.

The role is full-time and requires aligning schedules with peak visiting times, including weekends and holidays, to ensure a world-class visitor experience for families and

Qualifications

• Experience leading guest-facing operations in attractions or hospitality.
• Proven ability to drive health and safety across facilities.
• Strong coaching and performance review skills.
• Track record of delivering high-quality guest experiences.
• Ability to analyze feedback and implement improvements.

Responsibilities

• Lead the Guest Experience Team to immerse visitors in LEGO world.
• Oversee front-line activities including rides, cinema, workshops and characters.
• Walk the guest journey, collect feedback and identify improvements.
• Create annual and tactical guest experience plans with KPIs.
• Ensure health & safety, risk assessments, SOPs and training.

Skills

Guest Experience Leadership

Health & Safety

Staff Coaching

Operations Management

Customer Insight

Job description

What you'll bring to the team

We’re looking for a passionate, customer-focused Operations Manager to champion and drive the guest experience throughout every stage of the journey.

Step into a world of creativity, where imagination runs wild and LEGO bricks build endless adventures! At LEGOLAND Discovery Centre Birmingham, you’ll lead the way in delivering a truly world-class visitor experience inside what can only be described as a giant box of LEGO.

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.

Just imagine inspiring the builders of tomorrow.

This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO fans of all ages, all around the world.

Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

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 seeksto encourage applicants from all backgrounds (eg. 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.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.

Posted Salary Range

From GBP £33,000.00/Yr.