Senior Park Operations Manager Stoke-on-Trent, UK

Merlin Entertainments; Alton; Remote; GBP 39,000 - 47,000; Full time

Benefits offered by this job

Staff discount codes for Merlin Annual

Private pension scheme

Life assurance

Employee assistance programme

Perks at Work discounts

Job summary

Merlin Entertainments is seeking a Senior Park Operations Manager for Alton Towers Resort in Staffordshire. You will lead day-to-day park operations, drive safety and service standards, and coach leaders to deliver memorable guest experiences.

You will collaborate with resort teams to improve performance, manage incidents, and ensure readiness for peak periods and new openings, while upholding Merlin's values and a safe, inclusive environment.

Qualifications

• Proven leadership in large-scale operations, leisure, hospitality, or visitor attractions.
• Strong experience building high-performing operational teams.
• Calm, effective decision-maker in fast-paced environments.
• Passionate about guest experiences and issue resolution with care.
• Strong understanding of operational performance, resource planning, and service delivery.
• Excellent communication and ability to build cross-team relationships.
• Experience managing incidents, escalations and operational challenges.

Responsibilities

• Lead the day-to-day operation of the park and ensure readiness to deliver an outstanding guest experience.
• Oversee incident management, safety and service standards to keep the resort running smoothly.
• Inspire, coach and develop operational leaders and frontline teams for growth and collaboration.
• Identify improvement opportunities to boost performance and guest satisfaction metrics.
• Champion health, safety and wellbeing for guests and colleagues across the resort.

Skills

Leadership

Operational leadership

Stakeholder management

Incident management

Health & safety

Job description

What you'll bring to the team

Senior Park Operations Manager

Location: Alton Towers Resort, Staffordshire, ST10 4DB

At Merlin, we create extraordinary experiences that bring people together through play! As Senior Park Operations Manager at Alton Towers Resort, you will play a key leadership role at the UK's most iconic theme park destination, helping to deliver safe, seamless and unforgettable days for every guest who walks through our gates. You will lead operational excellence across the park while inspiring teams to perform at their best, ensuring every moment is full of energy, care and possibility.

The Senior Park Operations Manager will lead the day-to-day operation of the park, ensuring every area is ready to deliver an outstanding guest experience. From operational readiness and incident management to maintaining the highest safety and service standards, you will help keep the resort running smoothly while creating memorable moments for guests.

You will inspire, coach and develop operational leaders and frontline teams, building an environment where people can grow, collaborate and perform with confidence. Through visible leadership and clear direction, you'll drive engagement, accountability and operational excellence across the business.

Working closely with teams across the resort, you will identify opportunities to improve performance, enhance guest satisfaction metrics and support key business objectives. Whether you are preparing for peak trading periods, supporting new openings or leading responses during operational challenges, you will bring pace, sound judgement and a solutions-focused mindset.

You’ll also play a critical role in championing health, safety and wellbeing, ensuring our guests and colleagues can enjoy everything Alton Towers Resort has to offer in a safe, welcoming and inclusive environment.

Please note, the start date for this vacancy is January 2027

Qualifications & Experience

• Proven leadership experience within a large-scale operational, leisure, hospitality, retail or visitor attraction environment.
• Strong experience leading and developing high-performing operational teams.
• Confident decision-maker with the ability to remain calm and effective in fast-paced environments.
• Passionate about delivering exceptional guest experiences and resolving issues with care and professionalism.
• Strong understanding of operational performance, resource planning and service delivery.
• Excellent communication and stakeholder management skills, with the ability to build strong relationships across teams.
• Experience managing incidents, escalations and operational challenges effectively.
• Knowledge of health, safety and compliance requirements within a customer-facing operation.
• A proactive approach to continuous improvement, with a focus on driving positive change and performance.
• Adaptable, flexible and comfortable working within a dynamic operational environment, including supporting varying business needs when required.
• Committed to Merlin's values of Own Your Craft, Go Together, Enjoy the Ride, Drive & Discover and We Care.

Careers where play leads the way. Join the team behind one of the world's favourite places to play and help create experiences that guests remember for a lifetime!

Benefits

• 40% discount off LEGO sets and products on the online LEGO Store!

• Merlin Magic Pass: 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you're using your Magic Pass to visit!)
• 'Enjoy the Ride' Merlin Annual Pass for you and five loved ones!
• Staff discount codes for Merlin Annual Passes to gift to loved ones!

• Private pension scheme
• Life assurance scheme
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts
• Ongoing training & development

About Merlin

A job with Merlin isn’t like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don’t trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests’ experiences are the best they can be.

If you have any questions or if you require any reasonable adjustments, because of a disability or medical condition, please contact us by email [e-mail] one of the team will get back to you as soon as possible.

Pay Range

GBP £43,000.00/Yr.