Operations Manager

What you'll bring to the team

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.

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

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.

• 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.

Qualifications 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.

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 seeks to 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. Join the LEGO® team today.

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

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

Pay Range

USD $64,000.00/Yr.

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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.

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Location (Country-State-City) US-MI-Auburn Hills

Job ID 2026-13698

Employment Type Full-Time

Offer/Contract Type At Will (US Only)

Location Name LEGOLAND Discovery Center Michigan