Manager, Guest Experience & Operations (World of Coca-Cola)

The Coca-Cola Company•Atlanta, GA

1d•$85,400 - $102,000•Onsite

About The Position

World of Coca-Cola – Atlanta, GA The World of Coca-Cola, located in Atlanta, GA, is the home of The Coca-Cola Company’s flagship attraction. Originally opened in 1990 and relocated to Pemberton Place in 2007, the attraction welcomes over 1MM visitors annually and is a premier destination for guests from around the world. Position Overview The Manager, Guest Experience & Operations leads day-to-day attraction execution through supervisor-level leadership, ensuring consistent delivery of best-in-class guest experiences. This role is responsible for frontline operational excellence, leadership presence, and execution consistency across the attraction. Partnering closely with Assistant Managers responsible for Attractions Operations, Revenue Programs, and Workplace Experience, this role ensures alignment between strategic priorities and daily execution. The Manager serves as a highly visible, floor-based leader who drives accountability, resolves issues in real time, and reinforces a culture of service excellence. This role directly leads Supervisors who oversee key operational lanes across the attraction. When serving as Manager on Duty (MOD), this role is fully accountable for the total attraction operation during the assigned shift, including guest experience, safety, staffing, and operational decision-making. This role reports to the Senior Manager, World of Coca-Cola Operations.

Requirements

High school diploma or GED required.
Minimum of 4 years of experience leading teams in a high-volume visitor attraction, hospitality, or similar environment.
Proven experience leading leaders (Supervisors and/or Managers) and driving measurable guest experience outcomes is required.
Must be able to successfully pass a credit check, drug screen, and criminal background check.
The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Responsibilities

Lead and direct daily attraction operations to achieve key performance indicators, including guest satisfaction, operational efficiency, and safety standards.
Serve as a visible, floor-based leader, modeling exceptional guest service and reinforcing a culture of accountability, recognition, and engagement across the Ambassador team.
Lead, coach, and develop Supervisors responsible for operational execution across Attractions Operations, Revenue Programs, and Guest Experience initiatives.
Make real-time operational decisions to ensure seamless guest flow, issue resolution, and consistent delivery of premium guest experiences.
Lead and reinforce the Manager on Duty (MOD) program, ensuring consistent leadership presence, decision-making, and operational ownership across all shifts.
Partner with Assistant Managers to ensure appropriate leadership coverage and deployment aligned with visitor volume and operational demand.
Coordinate daily operational rhythm across teams, ensuring alignment on priorities, communication, and execution.
Resolve escalated guest situations professionally and in accordance with established guest recovery guidelines.
Drive continuous improvement initiatives by leveraging guest feedback, and frontline observations.
Foster a positive employee experience by supporting recognition efforts, reinforcing company values, and role modeling growth behaviors.
Oversee Supervisor development, including training, coaching, and performance management, in partnership with Human Resources and Employee Relations as needed.
Partner with Facilities and cross-functional teams to ensure the attraction remains show-ready and operational disruptions are minimized.
Collaborate with internal stakeholders to ensure a consistently premium and seamless guest experience across all areas of the attraction.
Perform other duties as assigned by the Senior Manager, World of Coca-Cola Operations.