Live Experience Manager

RWS Global•Winter Haven, FL

10d•Onsite

About The Position

JOB SUMMARY: As a Live Experience Manager, you’ll be at the heart of delivering world-class live entertainment experiences that inspire guests across our partner attractions worldwide. Based on-site at a partner venue, you’ll lead the day-to-day entertainment operations, ensuring excellence in guest engagement, show quality, and team performance. You will be the primary point of contact on site for all entertainment activations and will collaborate closely with the Director of Operations on site. You will be responsible for upholding and executing brand standards in-attraction for both the client and RWS Global, ensuring every live experience reflects the quality and consistency expected of both organizations. In this global structure, Live Experience Managers serve as the operational link between RWS Global and the attraction, championing RWS standards, supporting local casting and recruitment, and contributing to the success of RWS entertainment operations around the world. This is an exciting opportunity for a dynamic, people-focused entertainment professional who thrives in fast-paced environments, loves live performance, and wants to grow within a global creative organization. ROLE & RESPONSIBILITIES: Operational Leadership Lead the daily delivery of all on-site entertainment, ensuring seamless show execution, guest satisfaction, and adherence to operational standards. Oversee entertainment teams including talent and support staff to maintain the highest levels of professionalism, safety, and guest engagement. Ensure that staffing levels are adequate for the day-to-day needs of the attraction and that any issues with scheduling or staffing are resolved quickly. Partner with park operations to ensure entertainment is fully integrated into the guest experience and operational flow. Collaborate with RWS Production Management to facilitate venue logistics and support the seamless installation, rehearsal, and opening of new live experience products on site. Global Connection Act as a RWS Global ambassador on-site, upholding brand standards and fostering communication between RWS Global Operations and park-based teams. Support the rollout of new initiatives, training programs, and operational process across multiple RWS-managed attractions. Collaborate with other Live Experience Managers globally to share learnings, ensure consistency, and contribute to global operational excellence. Talent Recruitment and Casting Support Partner with the RWS Casting and Recruitment teams to assist in local auditions, seasonal recruitment, and talent onboarding. Build strong local networks to identify and attract exceptional talent within the region. Build relationships with local talent pools, training institutions, and community organisations to enhance recruitment pipelines. Support talent retention and engagement through proactive communication and effective leadership. Safety & Quality Assurance Drive consistency in experience delivery and talent standards through regular assessments and coaching. Uphold and enforce RWS and client brand standards across all live entertainment activations, ensuring quality, production value, technical execution and guest experience are best in class. Ensure that entertainment operations meet safety, compliance, and welfare standards across all activation areas. Monitor performance through established KPIs, guest satisfaction scores, and operational metrics, using data to identify trends and opportunities for improvement. Identify opportunities to enhance the guest experience through operational innovation and best practice sharing. Collaboration and Communication Build effective relationships with park stakeholders and RWS Global teams including People & Culture, Creative & Design, and Talent & Creative Casting. Collaborate with Production Management to ensure efficient supply chain and production support for entertainment operations. Communicate operational updates, performance reports, and staffing insights to RWS Global leadership. Contribute to the continuous improvement of RWS operations by participating in global forums, workshops, and training sessions. Mission & Values Alignment: As a Live Experience Manager, you will represent the RWS mission to Raise Your Experience by delivering joy, connection, and unforgettable moments for every guest, every day. You will lead by example, ensuring that our values are consistently reflected in every experience activation. At RWS, we believe everyone is a guest, from those visiting our partner parks to the teams who bring our experiences to life. Your leadership on park sets the tone for a positive, inclusive, and motivated culture where people feel valued, respected, and inspired to make every moment count. Health & Safety: Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy. Understand risk assessments and ensure reporting of any new risks as appropriate. In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner. Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.

Requirements

Bachelor’s degree in Theatre Management, Performing Arts, Technical Production, or a related field.
Minimum of five years’ experience in entertainment management, live operations, or theatre operations, ideally within a theme park or large-scale visitor attraction environment.
Strong operational leadership skills with proven ability to manage diverse teams and deliver consistent performance in guest-facing environments.
Experience supporting recruitment, casting, or scheduling processes within live entertainment or themed entertainment settings.
Excellent communication skills, both written and verbal, with the ability to collaborate effectively across departments, clients, and global teams.
Strong organizational and problem-solving abilities with a proactive and solutions-focused approach.
Capable of performing under pressure, managing multiple priorities, and maintaining high operational and quality standards.
Flexible to work evenings, weekends, and holidays as required, and open to international travel to support global operations.

Responsibilities

Lead the daily delivery of all on-site entertainment, ensuring seamless show execution, guest satisfaction, and adherence to operational standards.
Oversee entertainment teams including talent and support staff to maintain the highest levels of professionalism, safety, and guest engagement.
Ensure that staffing levels are adequate for the day-to-day needs of the attraction and that any issues with scheduling or staffing are resolved quickly.
Partner with park operations to ensure entertainment is fully integrated into the guest experience and operational flow.
Collaborate with RWS Production Management to facilitate venue logistics and support the seamless installation, rehearsal, and opening of new live experience products on site.
Act as a RWS Global ambassador on-site, upholding brand standards and fostering communication between RWS Global Operations and park-based teams.
Support the rollout of new initiatives, training programs, and operational process across multiple RWS-managed attractions.
Collaborate with other Live Experience Managers globally to share learnings, ensure consistency, and contribute to global operational excellence.
Partner with the RWS Casting and Recruitment teams to assist in local auditions, seasonal recruitment, and talent onboarding.
Build strong local networks to identify and attract exceptional talent within the region.
Build relationships with local talent pools, training institutions, and community organisations to enhance recruitment pipelines.
Support talent retention and engagement through proactive communication and effective leadership.
Drive consistency in experience delivery and talent standards through regular assessments and coaching.
Uphold and enforce RWS and client brand standards across all live entertainment activations, ensuring quality, production value, technical execution and guest experience are best in class.
Ensure that entertainment operations meet safety, compliance, and welfare standards across all activation areas.
Monitor performance through established KPIs, guest satisfaction scores, and operational metrics, using data to identify trends and opportunities for improvement.
Identify opportunities to enhance the guest experience through operational innovation and best practice sharing.
Build effective relationships with park stakeholders and RWS Global teams including People & Culture, Creative & Design, and Talent & Creative Casting.
Collaborate with Production Management to ensure efficient supply chain and production support for entertainment operations.
Communicate operational updates, performance reports, and staffing insights to RWS Global leadership.
Contribute to the continuous improvement of RWS operations by participating in global forums, workshops, and training sessions.
Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
Understand risk assessments and ensure reporting of any new risks as appropriate.
In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.