Job Information
LEGOLAND Operations Control Manager in Winter Haven, Florida
What you'll bring to the team
ROLE DETAILS
Role Operational Control Manager
Division Resort Operations
Grade D
Location LEGOLAND Florida Resort
Reports to Senior Planning and Resource Manager
ROLE SUMMARY
The Control Operations Manager plays a pivotal role in overseeing the operational performance of the
park by managing the Operations Controllers and the operational control function. Reporting directly to
the Senior Planning and Resource Manager, this position is responsible for ensuring seamless operational
coordination, resource management, and effective problem resolution. This senior role will include line
management of Operations Controllers, process design, and continuous improvement initiatives to
enhance operational efficiency and effectiveness.
Qualifications & Experience
Leadership & Line Management:
• Manage, mentor, and develop the Operations Controllers, ensuring they have the tools,
resources, and support they need to effectively carry out their duties.
• Oversee daily activities and provide guidance on handling operational challenges, prioritization,
and communication protocols.
• Provide regular updates to Resort Management on operational performance, incidents, and
ongoing improvements
• Support the resolution of employee relations issues as needed, offering guidance and assistance,
while ensuring adherence to company policies and fostering a positive workplace culture.
• Lead the response and resolution of high-priority or critical incidents, ensuring that Operations
Controllers are properly managing immediate actions and communications.
Operational Control Function Oversight:
• Act as the central point of oversight for all operational control activities, ensuring that the
Operations Controllers are effectively monitoring and addressing issues such as ride
performance, guest complaints, operational requests, and incidents.
• Apply a strong understanding of operational procedures and concepts within the Control
Operations discipline, while maintaining a solid knowledge of related functions to ensure
coordination and alignment across teams.
• Manage the operational flow from request triage to action resolution, ensuring actions are
appropriately prioritized and communicated effectively to the relevant teams.
• Ensure smooth communication and coordination between the Operations Controllers and other
teams, such as Park Operations, Commercial and Business Support, ensuring clear handovers of
tasks and effective follow-up.
• Ensure effective coordination with other sub-functions by understanding how your area’s
operations contribute to the overall success of the organization, maintaining alignment with
other teams to achieve shared goals.
• Other duties as assigned.
Process Design & Continuous Improvement:
• Leverage specialist knowledge to design, implement, and refine operational processes, while
also recognizing how procedures and concepts from other business units interact with and
support the overall operational strategy and objectives.
• Collaborate with other senior operational managers to identify process bottlenecks and areas for
improvement, ensuring alignment with overall park operational goals.
• Own and refine key operational processes including but not limited to timecard management,
employee relations coordination, on the day resource assignment, operational data integrity and
operations systems management.
• Establish KPIs and metrics for monitoring the effectiveness of operational processes, reporting
progress to senior management.
Health & Safety:
• Oversee compliance of policies and procedures set forth within the Merlin Entertainments
Group Health, Safety and Security Policy.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate
manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas
with their appropriate line manager.
• Lead response to incidents.
Experience:
The ideal candidate will have at least 3-5 years of experience in operations management, preferably
within a high-volume or fast-paced environment. They should have a proven track record in team
leadership, line management, and process improvement. Experience in managing operational control
functions, resource allocation, and incident management is essential. Strong familiarity with digital
systems and dashboards used to monitor performance is a must. The candidate should be able to
effectively collaborate with senior leaders and cross-functional teams to drive operational excellence.
SKILLS AND COMPETENCIES
• Operational Awareness: Understanding of park operations and the ability to monitor
performance metrics effectively.
• Communication Skills: Clear and professional communication across phone, radio, email, and
digital systems.
• Problem-Solving: Ability to identify actions, prioritize tasks, and resolve issues promptly and
efficiently.
• Attention to Detail: Accurate tracking, reporting, and documentation of operational activities.
• Demonstrate adaptability and flexibility: Being open to adjusting or changing priorities and
taking on ad hoc responsibilities as needed, while being willing to support the business with
alternative shifts or varying working hours as required.
• Team Collaboration: Strong ability to work closely with internal teams to ensure smooth and
effective park operations.
A Merlin job is like no other. Our values—Own Your Craft, Go Together, Enjoy the Ride, Drive &
Discover, and We Care—guide the behaviours that set us apart. By living these values, we bring joy,
create connections, and make lasting memories for our guests, while fostering a positive and supportive
environment where everyone can thrive.
Own Your Craft:
• Continuously sharpen your expertise, seek personal growth, and help others to develop in their
roles.
• Actively listen to feedback and integrate it into improving performance.
• Stay curious and draw inspiration from both industry and the broader world to keep at the
cutting edge of entertainment.
Go Together:
• Foster strong, trusting relationships by collaborating with colleagues across teams, locations,
and cultures.
• Work together to solve problems, leveraging diverse perspectives to find the best solutions.
• Commit to decisions once made, and act swiftly to drive progress and deliver results.
Enjoy the Ride:
• Bring a sense of fun, positivity, and energy to the workplace, creating a joyful environment.
• Support and encourage others during challenges, viewing setbacks as opportunities to learn and
grow.
• Cultivate a welcoming atmosphere where people feel valued, included, and like they belong.
Drive & Discover:
• Take ownership of your work, delivering excellence by seeing tasks through to completion.
• Prioritise tasks that have the greatest impact, focusing on quality over quantity.
• Proactively explore new opportunities to improve guest experiences, taking calculated risks to
drive innovation.
We Care:
• Go above and beyond for both guests and colleagues, showing thoughtfulness in every
interaction.
• Uphold uncompromising standards of safety, security, and welfare, prioritising the well-being of
everyone.
• Actively contribute to making a positive impact on the environment and local communities,
demonstrating social responsibility in all decisions
Benefits
? Benefits of Joining Merlin Entertainments! ?
? Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
? Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!
? Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. ?
? Recognition Programs and Rewards: Celebrate your achievements and hard work!
? 401(k) Program: Save for the future with company matching contributions.
? Tuition Reimbursement Programs: Get support for further education and career growth.
? Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! ?✨
Pay Range
USD $55,000.00/Yr.
Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/11933/operations-control-manager/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834381883)
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.
Location (Country-State-City) US-FL-Winter Haven
Job ID 2026-11933
Employment Type Full-Time
Offer/Contract Type At Will (US Only)
Location Name LEGOLAND Florida