Operations Manager | One World Observatory

LEGENDS GLOBAL is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world‑class live events and venues. The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. One World Observatory, positioned atop One World Trade Center, offers 360‑degree views of the New York skyline from the tallest building in the Western Hemisphere. Visitors are invited to start their journey to the top in the SkyPod™ Elevators that depict the rise of NYC in just 47 seconds, experience the sights and sounds of the city in the See Forever™ Theater or discover something new from the Observatory's team of tour guides at City Pulse. THE ROLE The Operations Manager is responsible for leading the daily operations of assigned departments, ensuring the consistent delivery of exceptional guest experiences while maintaining operational efficiency, service standards, payroll accuracy, and compliance with company policies and procedures. This role provides leadership and direction to front‑line and supervisory team members, oversees staffing and operational processes, and partners with venue leadership to achieve business objectives. The Operations Manager serves as a visible leader, fostering a culture of accountability, collaboration, safety, and service excellence. ESSENTIAL DUTES AND RESPONSIBILITIES Oversee the daily operation of assigned departments and service areas to ensure efficient, safe, and effective operations. Develop and manage staffing plans, schedules, and labor resources to support operational needs while maintaining payroll accuracy and labor cost controls. Maintain service, quality, and operational standards through regular inspections, audits, and ongoing evaluation of departmental performance. Investigate and resolve guest concerns in a timely and professional manner, implementing corrective actions as necessary. Support the maintenance and protection of company assets, equipment, and facilities through preventative maintenance and operational best practices. Foster effective communication and collaboration among team members, department leaders, clients, and business partners. Assist in the development and implementation of initiatives that improve operational efficiency, guest satisfaction, employee engagement, and financial performance. Ensure point‑of‑sale systems and operational reporting tools are properly maintained and utilized. Ensure compliance with all company policies, procedures, safety standards, and applicable regulatory requirements. Assist with the recruitment cycle, specifically onboarding, training, coaching, and developing team members to support operational excellence and succession planning. Prepare and review operational reports, analyze performance metrics, and recommend improvements to leadership. Perform other duties as assigned by leadership. SUPERVISORY RESPONSIBILITIES Directly supervise team members and operational supervisors as assigned. Interview, onboard, train, coach, schedule, evaluate, and develop team members. Address performance concerns and administer corrective action in accordance with company policies. Foster a positive, collaborative, inclusive, and guest‑focused work environment. QUALIFICATIONS To perform this role successfully, the candidate must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required: EDUCATION AND/OR EXPERIENCE Bachelor's degree in Hospitality Management, Business Administration, Operations Management, or a related field preferred. Minimum three (3) years of operations management, hospitality, attractions, entertainment, retail, food and beverage, or related leadership experience required. Experience with labor planning, payroll administration, operational reporting, and point‑of‑sale systems preferred. SKILLS AND ABILITIES Strong leadership, coaching, team‑building, and employee development skills. Excellent organizational, communication, and time‑management skills, with the ability to manage multiple priorities in a fast‑paced environment. Strong analytical, problem‑solving, and decision‑making abilities. Strong guest service focus and ability to build effective working relationships with team members, clients, vendors, and all levels of management. Proficiency in Microsoft Office Suite and working knowledge of point‑of‑sale systems, scheduling software, and operational reporting tools. Ability to maintain accuracy, attention to detail, and accountability when managing payroll, operational reporting, and departmental resources. Ability to adapt to changing business needs and operational priorities. Ability to work a flexible schedule, including evenings, weekends, holidays, and extended hours as business needs require. Ability to stand and walk for extended periods; frequently bend, stoop, kneel, reach, push, and pull; lift and carry up to 50 pounds; and work safely in a fast‑paced environment. COMPENSATION Competitive salary range of $66,500 - $72,000 and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401(k) plan. WORKING CONDITIONS Location: On‑site (One World Observatory, NYC) PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. LEGAL NOTICE Legends Global is an Equal Opportunity / Affid #J-18808-Ljbffr Legends OWO, LLC