Director Entertainment Operations

Job Description

Responsibilities

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world's most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it's on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It's our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career!

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

The Director, Entertainment Operations provides leadership and oversight of all operational functions within the department as guided by the Vice-President. The Director is responsible for supervision of direct reports and day to day operations of all Entertainment elements, as well as long term planning of operational processes, functions, budgets and other projects as assigned and/or necessary. They provide support, leadership and direction to the entire Entertainment team to ensure the best guest experience, team member satisfaction and financial returns, aligned with goals established by the Vice President and Company. The Director interfaces and partners with Entertainment Creative Development and Entertainment Production on current and new content including but not limited to events, new character and/or show development, show quality maintenance, design intent changes and special projects. In addition, the Director will collaborate with Intellectual Property holders, vendors and/or internal partners (Tech Services, Food & Retail, Park Ops, SECS, etc.) on all issues related to Entertainment but specifically the execution and operation of Entertainment shows, characters, costumes, elements and events.

DEPARTMENT ACCOUNTABILITIES & JOB DUTIES
• Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun and inclusive work environment for all Team Members.
• Responsible for strategically planning and directing an Entertainment Program resulting in a seamless operation and exemplary guest experience. Primarily focused on deployment and operations, but sometimes including generating concepts, designs, planning and/or support for new product, venues and/or events.
• Oversee the daily operation of Entertainment, including managing staff and process/procedures, and providing necessary direction and/or support for Guests, Team Members and operations. Assign projects and duties to direct reports, communicate ongoing expectations and drive/monitor results.
• Ensure development and implementation of an on-going Action Plan(s) to improve and maintain both Guest and Team Member engagement and satisfaction. This includes training programs, workforce planning, and rewards and recognition programs driving the department's future success (GSAT & TSAT). Ensure appropriate and timely investigation and responses to guest and employee concerns.
• Oversee and manage labor and non-labor budgets (including training), to include understanding, reporting and adjusting weekly variance explanations as appropriate and necessary to remain on plan. Provide regular budget updates to executive leadership and work with them to adjust budgets (and appropriate tracking documents) based upon operational requirements and/or business need. Plan and develop operating budget (IOP) and capital expenditures for future fiscal year(s).
• Monitor and ensure that all venues/elements meet or exceed all show quality standards including but not limited to specific Guest Satisfaction (GSAT) targets as well as performer/show note requirements and standards.
• Oversee the operational efficiency and effectiveness of Entertainment elements and assist as necessary to resolve any issues as they arise. Seek opportunities to improve process and procedures collaborating with stakeholders, Team Members, etc. as appropriate.
• Provide direction, development and support to management team and front-line employees. Communicate feedback and address all performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually. Oversee department staffing levels and assist when needed with hiring, training and development of staff.
• Responsible to ensure an annual, updated and accurate SOP/GOP available to all Team Members. Ensure that all administrative duties and compliance training/requirements for appropriate area/element are developed, updated and completed in accordance with annual plan and deadlines.
• Establish and maintain effective relationships with other park department leaders and stakeholders, creating plans and solving/resolving problems to enhance the operation and guest/TM experience.
• Oversee and manage area/venue/program inventories and request orders as needed.
• Have knowledge of and assist in maintaining show quality across all entertainment products. Communicate any concerns or feedback to the appropriate stakeholder(s), including Show Quality Team, and address as necessary and appropriate.
• Manage the development, creation and installation of new entertainment elements/projects and events, as needed. Communicate and maintain creative and operating performance standards for assigned areas/venues/portfolios through consistent observation and engagement.
• Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities. Includes completion of I&I, housekeeping and/or other safety follow-up documentation as required for department.
• Ensure that collective bargaining agreements are upheld by partnering with Human Resources and Labor Relations in providing input, addressing issues and maintaining positive union relationships.


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Jobcode: Reference SBJ-g6yzj0-216-73-216-71-42 in your application.