Job Description

The Manager, Entertainment Operations – Streets Animated is responsible for the oversight and management of the Entertainment Streets Department, with specific focus on Animated characters and program, including all aspects of front and back of house operations. The Manager is responsible for managing finances, overseeing operational process/procedure, resolving operational challenges and addressing guest and/or team member issues. The Manager works with appropriate partners in leading and managing the culture and daily operation, leads the Production Assistant team member group, coordination of projects, overall product quality and ensuring policies and procedures are consistently enforced and/or followed. The Manager promotes positive guest and employee experience by ensuring that all areas and aspects of the business are running at optimum performance level. While primary focus may be overseeing the day to day operations, some responsibility will also fall in project management and short or mid-range planning.

Department Accountabilities

• Ensure that the Universal Studios Hollywood vision, mission & values, and Guest Service Philosophy & Standards are understood and supported across the organization.

Essential Responsibilities:

• Cultivate and lead a culture that promotes a professional, collaborative, inspiring, fun, and teamwork-driven work setting for all Team Members. Partner closely with your counterpart (Manager of Ent Ops, Streets Atmosphere) to lead and support the overall Streets program, including deployment plans and potential new character offerings and/or choices.
• Provide direction, development, and support to Assistant Managers and hourly team members. Communicate feedback and address performance issues, providing recognition, coaching and/or discipline when appropriate and completing employee evaluations annually. Assist in hiring, training and development of staff.
• Work with other department Managers to develop and implement action plans for the department’s future success for team member satisfaction (TSAT) and guest satisfaction (GSAT).
• Work closely and efficiently with other park operating departments, assisting with any and all employee and/or guest situations.
• 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. Support management and ensure that discipline is applied in accordance with company procedures and collective bargaining agreements.
• Understand and actively participate in Environmental, Health, and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities.
• Perform other duties as assigned.
• Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

Qualifications

• High school education required.
• Minimum 3 years of operations management experience in entertainment, theme park or hospitality industry.
• Able to work outdoors in varying weather conditions and walk/travel to multiple venues throughout the day.
• Must be available to work on weekends, holidays and nights as required.

Desired Characteristics

• Two-to-four-year college degree preferred or equivalent work experiences.

• Excellent written and oral communication skills to effectively communicate with all levels of the organization.

• Strong interpersonal and analytical skills

• Thorough knowledge of MS Excel, Work and PowerPoint

• Theme Park Operations knowledge

• Experience managing in a union environment

• Demonstrated ability to work independently under pressure; proactive thinker/self-starter

• Ability to multi-task and be flexible is essential

• USH Entertainment Department is committed to promoting a collaborative, productive, and engaging workplace for all employees. We require Management to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.

• General Knowledge and Skills Required: Manager, Entertainment Streets 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.

• Communicating and Influencing: Communicate effectively with people at all levels in the organization. Give specific, timely feedback to managers and others to work together more effectively. Contribute to an enthusiastic, positive work climate that energizes others.

• Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate corrective action up to termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop company members for current and future responsibilities. Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute; recognizing, reinforcing, and rewarding contributions. Encourage employees to be innovative and willing to take risks, tolerating well-intentioned mistakes.

• 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.

• KEY COMPETENCIES

• Maximizing resources: Work collaboratively with all employees 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 employees. Maintain a productive balance between the concern for people and concern for work results.

• Project Management: 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.

• 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 employees, and voicing concerns directly to senior management. Consistently exhibit an “open door” demeanor which fosters approachability, professionalism and openness. Be available to all employees equally, treating all employees fairly. Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.

Required On-Site: This position is required to be performed full-time from an NBCUniversal-designated worksite.

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: $75,000-$90,000

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.

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, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

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