Operations Lead

Operations Lead

As an Operations Lead, you'll bring the energy and leadership needed to make every day at our attraction unforgettable. You'll take charge as the Supervisor on Duty, lead a guest-obsessed team, and ensure operations run seamlessly from open to close. Whether it's managing crowds, jumping into a host role, or coaching team members to shine, you'll be right in the action—making sure every guest leaves with a smile. If you thrive in a playful, fast-paced environment and love leading by example, this is the role for you!

Key Responsibilities:

• Lead daily Guest Experience operations and act as Supervisor on Duty to ensure smooth, guest-focused performance.
• Motivate, coach, and inspire team members to deliver world-class service with enthusiasm and positivity.
• Delegate and monitor daily assignments for front-line team members to keep operations running efficiently.
• Manage queues and guest flow safely and effectively during high-traffic periods.
• Respond quickly and professionally to guest issues, collaborating with other departments for seamless resolution.
• Assist with team training and documentation in all primary Guest Experience areas, ensuring everyone is confident and capable.
• Support the development of front-line team members through coaching, feedback, and on-the-job leadership.
• Uphold health, safety, and service standards across all operations.
• When not serving as Supervisor on Duty, assist with training, employee engagement, audits, and development projects.
• Lead by example on the attraction floor, ensuring fun, teamwork, and top-tier service every shift.

Education & Experience:

• High school diploma or GED required.
• Minimum of six months in attractions, entertainment, hospitality, or customer service preferred.
• Previous experience leading a team, project, or assignment demonstrating strong leadership and accountability.
• Positive, outgoing personality with a passion for guest experience and teamwork.
• Flexible and adaptable—thrives in a fast-paced, ever-changing environment.
• Excellent in-person communication skills and a calm, professional approach to problem-solving.
• Comfortable using office software and technology to support daily operations and recordkeeping.
• Reliable, trustworthy, and driven to deliver service that wows every guest.

The Perks of the Magic:

• Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 401(k) Savings Plan: Build your future with our company-matched retirement program.
• Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.

Pay Range: USD $14.00/Hr.

At Merlin, we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

Location: US-TX-San Antonio