Sr Manager Entertainment Operations

Company Description

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!

NBCUniversal owns and operates over 20 different businesses across 30 countries including a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks and a premium ad-supported streaming service.

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. We strive to foster a diverse and inclusive culture where our employees feel supported, embraced and heard. We believe that our workforce should represent the communities we live in, so that together, we can continue to create and deliver content that reflects the current and ever-changing face of the world. Click here to learn more about Comcast NBCUniversal’s commitment and how we are making an impact.

The Senior Manager, Entertainment Operations plays a key role in overseeing, advising, maintaining and/or creating the efficient operation of entertainment throughout the park. While they may have specific areas/groups that report to them directly, the Sr. Manager is responsible for providing support, direction and assistance to the entire Entertainment team. This includes overseeing and managing the staff and the day to day operations of multiple venues and/or areas for all entertainment aspects, as well as monitoring content and guest experience related to Entertainment. The Sr. Manager partners with the Entertainment Creative Development and Production teams on the creation, development and production of new content including but not limited to marquee events, new character and/or show development, design intent changes and special projects. In addition, the Sr. Manager will liaison 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. The Sr. Manager is responsible for leading and directing their team in promoting positive guest and employee experiences by ensuring that appropriate programs and initiatives are in place and executed, following up and acting as necessary.

• Oversee and manage area/venue/program inventories and request orders as needed.
• Periodically represent the Entertainment Department as the Manager on Duty (Entertainment 1) for a specific operating day. Responsibilities include, but are not limited to, addressing both guest and employee concerns, problem solving issues involving entertainment elements (personnel and/or technical), serving as liaison between Entertainment and other departments and communicating effectively with employees and senior management. Provide additional support for special events and projects, including auditions, rehearsals, etc.
• Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.
• 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.
• 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.
• 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.
• Oversee the operational efficiency and effectiveness of Entertainment elements with specific focus on assigned portfolio, venue(s) and/or area(s). Resolve any issues as they arise and seek opportunities to improve process and procedures collaborating with stakeholders, Team Members, etc. as appropriate.
• Perform other duties as assigned.
• Create, implement and manage an on-going Action Plan to improve and maintain both Guest and Team Member engagement and satisfaction including 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.
• Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun and inclusive work environment for all Team Members.
• 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.
• 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. Ensure management maintains clean, safe and professional backstage area for venues.
• 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.
• 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).
• 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.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $90,000 - $110,000 (bonus eligible).

Qualifications

• Ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions, procedure manuals and union contracts.
• Learning and adapting: Remain productive during periods of ambiguity, uncertainty and change. Demonstrate a willingness to take on new challenges, responsibilities, and assignments. Proactively utilize slower periods to improve work and or work environment; equipment maintenance, archiving, general organization, etc.
• Leadership: Set a positive, productive and communicative tone as a leader in the department. Partner with the leadership team when representing policies and procedures, remaining positive with Team Members, and voicing concerns directly to leadership. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all Team Members equally, treating all Team Members fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.
• Strong time management skills.
• Ability to write reports, business correspondence, and training documentation. Power Point presentation experience a plus.
• Ability to partner across business units.
• Managerial or leadership experience of departments, budgets and personnel.
• Must be available to work on weekends, holidays and nights as required.
• Maximizing resources: Work collaboratively with all Team Members in the organization and support others when requested. Seek expertise, advice, and perspectives from a variety of sources both within and outside the organization to ensure a high work standard and an engaging culture for Team Members. Maintain a productive balance between the concern for people and concern for work results.
• Project Management: Design/develop plans for accomplishing objectives, monitoring status, and providing regular status updates. Provide relevant information to others in a timely manner and follow through with commitments made to others. Recognize the broader implications of a project; doing all that should be done, not just as directed.
• USH Entertainment Department is committed to promoting a collaborative, productive, inclusive and engaging workplace for all Team Members. We require Management to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.
• Quality and partner focus: Continuously look for ways to refine and improve work processes to achieve better results. Follow through on commitments made to internal and external partners.
• Communicating and influencing: Managers are required to communicate effectively with people at all levels in the organization, including providing specific, timely feedback to managers and others to work together more effectively.
• Demonstrates ability to work independently under pressure; proactive thinker/self-starter.
• Strong interpersonal and analytical skills.
• Ability to effectively deliver performance notes and answer questions in one-on-one and group settings.
• General Knowledge and Skills Required: Managers shall have the ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions and procedure manuals. The Manager shall be able to write reports, business correspondence and procedure manuals. Manager will be able to effectively communicate, present information, and answer questions in one-on-one and group settings.
• Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate coaching, corrective action, or termination if necessary. Coach and develop Team Members for current and future responsibilities. Communicate performance goals and standards routinely so that Team Members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that Team Members can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage Team Members to contribute; recognizing, reinforcing, and rewarding contributions. Encourage Team Members to be innovative and willing to take risks, tolerating well-intentioned mistakes.
• Able to work outdoors in varying weather conditions, walking/traveling to multiple venues throughout the day.
• Bachelor’s degree or equivalent background or experience in live entertainment, Theme Park Management, Theatre, Special/Corporate Events, or Concerts.

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

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