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.

• 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.

• 25% discount in our retail shops and restaurants
• 40% off LEGO online
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Enjoy the ride pass giving you and 5 others a Merlin annual pass.
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at gatewayuk.recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.