SENIOR PARK OPERATIONS MANAGER

Location (Country-County-City) UK-Staffordshire-Stoke-on-Trent
Job Locations UK-Staffordshire-Stoke-on-Trent
ID
2025-9475
Employment Type
Full-Time
Offer/Contract Type
Fixed End Date/Seasonal
Location Name
Alton Towers Resort

ABOUT YOU

We’re looking for an inspiring, experienced leader who thrives in a dynamic, fast-paced environment. You will have:

• A proven background in senior operational leadership within theme parks, hospitality, leisure, or similar environments.
• A guest-first mindset, with strong service recovery and communication skills.
• Experience managing large teams, with the ability to motivate and develop others.
• Skilled at resolving issues efficiently and adapting to the dynamic needs of a large-scale operation.
• A deep understanding of safety and compliance requirements in a complex operational setting.
• A hands-on, collaborative approach with the ability to engage cross-functional stakeholders.
• Flexibility to work varied hours, including weekends and holidays, as required by operational needs.

READY TO LEAD THE FUN?

Whether you’re already part of the Merlin family or looking for your next big challenge, we want to hear from you.

• Provide overall leadership and support for daily park operations, ensuring a safe, efficient, and enjoyable experience for all guests and staff.
• Act as a central point of decision-making during daily operations, including managing incidents, coordinating with teams, and resolving escalated guest complaints.
• Oversee the operational readiness of the park, ensuring all areas meet brand standards and are consistently well-maintained, as well as peak seasons, events and new openings.
• Ensure a strong focus on ride availability and performance by collaborating with relevant teams to maximize uptime and operational efficiency.
• Frequently fulfil Resort Duty Manager responsibilities.
• Lead, coach, and motivate operational teams to deliver exceptional guest service and operational standards.
• Monitor the guest experience throughout the park by analysing guest journeys and addressing feedback proactively.
• Collaborate with the Planning and Business Support team to meet business KPIs, mystery visit targets, and group-wide guest experience strategies through objectively reviewing and improving operational processes and team training.
• Ensure strict compliance with Merlin Entertainments’ Health, Safety and Security policies.