Virtual Queuing Lead & Guest Experience Manager

Accesso; La Palma (CA); On-site; USD 52,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Dental & Vision

Paid time off

Volunteer time off

Family benefits

Flexible medical

Pet insurance

Disability & life

401k matching

LinkedIn Learning

Flexible schedule

Job summary

accesso is seeking a Fast Lane Program Manager for Knott's Berry Farm in Buena Park, CA. You will oversee the virtual queuing experience, collaborate with park leadership, and ensure guest satisfaction through operations leadership and effective program delivery.

The role requires at least two years of amusement industry management experience, comfort with technology, and the ability to work onsite with flexible hours.

Qualifications

• Minimum of two (2) years of management experience in the amusement/theme park or operations management industry.
• Demonstrated leadership, communication, and team management skills.
• Comfort working with technology systems, troubleshooting basic technical issues, and managing hardware.
• A strong commitment to guest satisfaction, operational excellence, and relationship building.
• Flexibility to work weekends, holidays, special events, and extended hours as operational needs require.
• Ability to work onsite at the assigned Six Flags location and adapt to changing operational demands.
• This role involves physical activity such as bending, lifting, climbing and walking, with the ability to stand or move for extended periods of time, and lift items up to 25 pounds.

Responsibilities

• Serve as liaison between accesso and Six Flags leadership to align priorities.
• Lead and support training on virtual queuing systems, sales strategies, guest service standards, and operational best practices.
• Monitor virtual queues, engage with guests, address operational challenges, and ensure the smooth delivery of services throughout the park.
• Partner with marketing and park teams to develop and execute promotional initiatives that increase product awareness, guest engagement, and in‑park revenue.
• Maintain accurate, up-to‑date information across Six Flags and accesso virtual queuing websites and mobile applications.
• Analyze operational metrics, sales performance, and guest feedback to identify opportunities for improvement, resolve issues, and enhance efficiency.
• Collaborate with park leadership to support staffing needs, coordinate coverage, and maintain consistent operational standards.
• Provide first‑line technical support, troubleshoot hardware and system issues, and maintain accurate hardware inventory.
• Support system upgrades, new feature launches, and virtual queuing enhancements to improve reliability and the overall guest experience.
• Manage escalated guest concerns, including refunds and compensation requests, ensuring timely, professional resolutions in accordance with company and client policies.

Skills

Management experience

Leadership

Training

Guest service

Problem-solving

Tools

Hardware inventory

Job description

accesso is seeking a Fast Lane Program Manager for Knott's Berry Farm in Buena Park, CA. You will oversee the virtual queuing experience, collaborate with park leadership, and ensure guest satisfaction through operations leadership and effective program delivery.

The role requires at least two years of amusement industry management experience, comfort with technology, and the ability to work onsite with flexible hours.