Creative Experience Quality Manager - Universal Horror Unleashed

Universal Orlando•Las Vegas, NV

About The Position

The Creative Experience Quality (CEQ) Manager is responsible for directing and executing the experience quality program for Universal Horror Unleashed. This role ensures that all attraction elements—including experiences, facilities, décor, guest-facing areas, team member areas, lighting, audio, effects, graphics, and scenic treatments—as well as performances, guest experience, and food and beverage interactions are consistently maintained to the original creative intent. The CEQ Manager directs and partners with Tech and Show Operations, Entertainment Operations, Food and Beverage Operations, Operations, Creative, and internal and external partners to preserve the design vision while managing audits, documentation, and long-range experience quality planning across the venue.

Requirements

Strong understanding of scenic, lighting, audio, special effects, and/or architectural disciplines.
Excellent organizational and documentation skills with a high level of attention to detail.
Effective communicator with the ability to collaborate across departments and with external IP partners.
Proficient in Microsoft Office Suite; familiarity with project management tools and digital documentation systems preferred.
Ability to manage multiple projects and priorities in a fast-paced, operational environment.
Flexible, proactive, and solutions-oriented mindset.
Willingness to work in both office and field environments, including back-of-house and on-stage areas.
May include nights, weekends, and irregular hours to support attraction operations, audits, and experience evaluations.
Consistent attendance is a job requirement.
LVMPD Non-Gaming Work Card.
5+ years of experience managing live events and/or theatrical productions.

Nice To Haves

Experience in themed entertainment, attraction design and maintenance, or immersive theatrical production is preferred; or an equivalent combination of education and experience.
Bachelor’s Degree (BA or BFA) in Theatre or a related field is preferred.

Responsibilities

Leads, develops, administers, and supports the CEQ Program across all attraction areas at Universal Horror Unleashed by conducting regular attraction audits, walkthroughs, and evaluations with cross-functional teams. Ensures experience consistency, validates creative intent, and identifies opportunities for improvement.
Creates, maintains, and distributes accurate technical and creative documentation, including experience intent documents, audit templates, standard operating procedures, training materials, and tracking reports used across operations, maintenance, and creative teams.
Manages experience quality schedules, project timelines, and documentation workflows to support both short-term corrective actions and long-term experience quality improvement plans.
Oversees administrative functions related to the CEQ program, including database management, tracking systems, and reporting. Identifies opportunities to improve documentation efficiency, accuracy, version control, and accessibility for maintenance reference, procedures, and creative alignment.
Drives in partnership with Operations, Food and Beverage, Tech & Show Ops, and Entertainment teams to resolve experience quality issues, maintain design intent, ensure quality of guest interaction, uphold safety validations and standards, and implement improvements based on audit findings and operational needs.
Supports alignment between creative vision and day-to-day operational execution.
Communicates and collaborates with intellectual property (IP) stakeholders and internal teams to ensure all creative updates, maintenance activities, and experience changes meet established brand standards and expectations, while also engaging team members through initiatives and events that promote inclusion, ownership, and accountability for experience quality.
Supports logistical and operational needs by coordinating with internal departments regarding technology, supplies, materials, and scheduling requirements in accordance with Universal Horror Unleashed procedures and timelines.
Partners with Environmental Health and Safety on audit readiness and quality assurance.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
Perform other duties as assigned.