Operations Manager - In Park Experience

Overview

WHO WE ARE

Creative. Intelligent. Driven. Those are just a few of the qualities embodied by our all-star corporate team. We're a diverse group of associates representing various ages, interests, backgrounds, and levels of experience. But the one thing we all have in common is an unwavering commitment to excellence—performing our best to bring world-class entertainment to our guests.

 

WHAT WE LOOK FOR

Total rock stars. We’re on the hunt for initiators, problem-solvers, and creative “can-do” professionals who are ready to work hard, be bowled, and have fun.

We want honest, ambitious, thoughtful leaders who know that sometimes the best ideas come from the most unlikely sources. Think that’s you?

 

WHAT TO EXPECT

We’re a billion-dollar company with the soul of a start-up, which means we’re a tight-knit team that moves quickly. Each day brings something new and unexpected—and this is where we thrive. We dream big and so should you. If you’re ready to collaborate, innovate, own your projects, and think outside the lanes, then it’s time for us to talk. 

 

The Operations Manager at Wet 'n Wild Emerald Point is responsible for the daily operational performance and guest experience across all guest arrivals at the waterpark. This leadership role oversees team operations, safety protocols, staffing, labor control, and facility management for cabanas, parties and events, lockers, and retail locations. Manager is responsible for ensuring seamless coordination between departments such as aquatics, attractions, maintenance, and guest services / arrivals. The Operations Manager drives operational excellence, supports financial goals, and promotes a safe, clean, and enjoyable environment for guests and team members.

 

Essential Duties and Responsibilities

• Manage day-to-day park operations, including department readiness, staffing coverage, scheduling, and guest flow.
• Supervise departmental leads and frontline staff to ensure consistent service, safety, and cleanliness standards.
• Collaborate with the Aquatics Director and Maintenance teams to ensure waterpark attractions and facilities are operational, compliant, and guest-ready and communicate this with front end staff and guests during arrival process.
• Oversee the implementation and enforcement of operational policies, safety procedures, and emergency response plans.
• Monitor labor efficiency, inventory control, and supply ordering to support departmental needs and budget adherence.
• Assist with the recruitment, onboarding and performance development of operations team members. 
• Drafts and publishes schedules for outlined teams (retail, cabana check in counter) in a timely manner while ensuring all local and federal labor laws are being followed. Ensure staffing levels for each day are within the correct range for estimated attendance and revenue. 
• Work closely with F&B, events team and Sales team to ensure preparedness for all in park reservations and events (groups, cabanas, parties).
• Respond to guest feedback and incidents, ensuring appropriate resolution, documentation, and service recovery. Address and resolve Guest concerns and complaints professionally. 
• Support compliance with local, state, and federal safety and health regulations across all operational areas.
• Maintain accurate reports related to incidents, maintenance logs, safety drills, and staff certifications as applicable.
• Provide leadership presence throughout the park, particularly during peak periods, weekends, and special events.
• Promote a positive, team-oriented work culture that reflects company values and encourages employee engagement.
• Identify and recommend process improvements to enhance guest satisfaction, team efficiency, and operational performance.

Qualifications and Experience

Required:

• Minimum 3–5 years of experience in operations leadership,  preferably in a waterpark, amusement park, hospitality, or recreation environment.
• Strong knowledge of facility operations, safety protocols, and customer service principles.
• Experience leading teams, managing schedules, and overseeing multiple departments or areas.
• Proven ability to solve problems, delegate effectively, and manage high-pressure situations.
• Excellent communication, organization, and leadership skills.
• Proficiency with Microsoft Office and operational software systems.
• Proficiency in English.

Preferred or Required Upon Hire: 

• CPR/AED/First Aid certification.
• Experience in emergency response planning and incident management.
• TIPS and ServS