Merlin Entertainments

Operations Manager

Location (Country-County-City) UK-West Midlands-BIRMINGHAM
Job Locations UK-West Midlands-BIRMINGHAM
ID
2026-13106
Employment Type
Full-Time
Offer/Contract Type
No End Date
Location Name
LEGOLAND Discovery Centre Birmingham

What you'll bring to the team

Just imagine inspiring the builders of tomorrow.

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.

We’re looking for a passionate, customer-focused Operations Manager to champion and drive the guest experience throughout every stage of the journey.

Step into a world of creativity, where imagination runs wild and LEGO® bricks build endless adventures! At LEGOLAND Discovery Centre Birmingham, you’ll lead the way in delivering a truly world-class visitor experience inside what can only be described as a giant box of LEGO.

What You’ll Do:

  • Lead and inspire the Guest Experience Team, ensuring every visitor is immersed in the playful world of LEGO.
  • Oversee all front-line activities, from rides and attractions such as Kingdom Quest and the 4D cinema, to education workshops, VIP experiences and costume characters.
  • Spend time walking the guest journey, monitoring feedback, reviews and customer insight to identify improvements.
  • Create and execute both annual and tactical guest experience plans, driving KPIs and challenging teams to continuously improve.
  • Champion health & safety across the attraction, maintaining robust risk assessments, SOPs and training frameworks.
  • Lead on duty and crisis management procedures, taking your share of rostered responsibilities.
  • Recruit, train and develop your immediate team through coaching, performance reviews and ongoing development opportunities.
  • Work closely with other departmental leads to ensure a seamless, joined-up guest experience throughout the attraction.

This is a full-time permanent role, working any 5 days out of 7, including weekends and bank holidays as required.



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.

Qualifications & Experience

  • Guest-obsessed, with a genuine passion for delivering outstanding customer experiences.
  • A proven operational leader, ideally from visitor attractions, theme parks, hotels, holiday parks, cruise ships, airlines, experiential retail or similar customer-focused industries.
  • Confident in health & safety and operational procedures, with a track record of ensuring compliance and best practice.
  • Quick-thinking and decisive under pressure, with strong problem-solving skills and a proactive approach.
  • Full of ideas and initiative, with examples of how you’ve improved customer experience in past roles.
  • A natural influencer, able to build collaborative relationships and drive results across multiple teams.
  • Enthusiastic, positive and inspiring, someone who motivates others to match your guest-first energy.

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.

Pay Range

From GBP £33,000.00/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.