Director, Operational Excellence

This position oversees the Operational Excellence (OPX) teams across Universal Orlando Resort. This position will act as a strategic influencer and cross-divisional collaborator, engaging all resort divisions to identify best practices and eliminate operational friction points, ultimately enhancing the Guest and Team Member experience. This involves leading teams of varying levels of management that are responsible for the pursuit of flawless execution in service delivery, aesthetics, sights, sounds, and tastes across the Resort. This position will evaluate and lead the consistency of operations within the Resort, identifying logistical Guest and Team Member issues and enabling team driven solutions between Park Operating Divisions (Food Services, Merchandise Operations, Technical Services, Entertainment and Park Operations). This position will also provide critical input and decision-making related to maintaining the Resort’s Safety, Operations, and Show Quality and will serve as a “fiscal champion” for overall quality of Guest and Team Member experience. This position will also oversee development and management of certain resort-wide ad hoc Guest & Team Member programs and initiatives.

• Provide leadership to the Universal 1 team, by influencing and inspiring a group of cross-functionally experienced management professionals, responsible for daily review and reaction to Guest and Team Member friction, interactions, and experience opportunities.
• Champion and provide guidance to the Resort Show Quality and OPX Support groups through implemented action plans to identify and report show quality issues, streamline work requests through Tech Base and Maximo, and enhance communication through in-park messaging boards and BOH Communication methods across the resort.
• Act as Senior Management liaison for daily operational insights as well as coordinator of certain operationally oriented company-wide initiatives, including the Senior Leader/Executive on Duty program.
• Champion daily Guest and Team Member satisfaction issues that are driven by overall facility integrity or operational execution.
• Coordinate ad hoc surveys or competitive reviews as required.
• Provide guidance and consultation regarding Resort Quality Management while interfacing with those departments who have ownership and accountability for the work.
• Support operational divisions during annual fiscal planning to cycle by providing insight reporting, research and any other pertinent data related to the Guest or Team Member experience that will support their planning.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

• Bachelor’s degree from a four-year college or university in Communications, Business Administration or Hospitality preferred.
• 7+ or years large scale park operations experience with 3 or more years leadership experience required; or equivalent combination of education and experience.

• 401k matching
• Health insurance
• Flight privileges

Universal Orlando Resort is a world-class vacation destination that is home to three theme parks, a water park, and several on-site hotels. Our mission is to provide an unforgettable experience for our guests, while also providing a fun and rewarding work environment for our employees.