Manager, Operations Technology and Express (Temporary Assignment)

Universal Orlando•Orlando, FL

About The Position

JOB SUMMARY: Responsible for all Attractions hardware and software utilized in the daily operation. Uses analytical skills to measure and monitor effectiveness of implemented programs and software, as well as, monitors the health of hardware assets. Introduces new technologies to the Operations Team and Guests from testing through operational integration. Manages daily Universal Express Program (UEP) related redemption operations, auditing venue Express performance, evaluating sell out quantities, training, hardware deployment and upkeep, and new technology. Acts as central liaison for campus operations as it relates to Attractions related technology and Express operations. Includes direct supervision and development of the Supervisor of Equipment and Technology as well as Supervisor of Universal Express.

Requirements

Bachelor’s degree in Business Technology, Business Administration or a related field is preferred.
3+ years of management experience, including:
Supervisory experience: 3+ years
Advanced Computer Experience: 1+ years
Or equivalent combination of education and experience.

Nice To Haves

Microsoft certifications preferred.
Presentation / Facilitation Skills: Ability to effectively present information in one-on-one and large group settings to clients, and other employees of the organization.
Computer Skills: Must be highly proficient with Microsoft Office – Word, Excel, PowerPoint, SharePoint and Smart Sheet. Must be able to create SharePoint and Power Applications. Basic Web Page creation experience preferred.

Responsibilities

Manages current Attractions Operations technologies including Express, Photo Validation, Wait Time Boards, and other technology interfaces.
Provides feedback on new hardware/software implementation from conception through completion by analyzing data metrics and obtaining feedback from business partners which are critical to maintaining Attraction standards.
Manages equipment inventory and upkeep associated with operational technology and communication, including department computer equipment, phones, and tablets. Follows-up on issues to ensure proper completion and satisfaction of requirements. Provides status updates to Senior Leaders for review.
Manages Universal Express redemption operation on behalf of Attractions Operations. Serves as a key liaison between Attractions Operations, Entrance Operations, Merchandise and Business Analytics and Industrial Engineering (BAIE) related to sales and redemption data, Team Member compliance, etc. Works with BAIE to influence sales numbers and sellout points for all UEP products. Oversees upkeep and maintenance of all redemption devices and equipment. Audits reports on a regular basis and ensures system integrity.
Manages exempt leaders and hourly team members by providing feedback on performance, giving direction on how to handle, solve and prevent situations and developing communication, decision making and reasoning skills. Creates development plans, gives direction to Management on administering memos and employee counseling’s. Ensures all team member schedules, performance appraisals and documentation are completed in a timely and consistent manner. Participates in business planning and ongoing department initiatives. Updates and enforces company policies and procedures as well as departmental training and safety. Addresses employee situations as needed and collaborates with HR team when necessary for guidance. Ensure Express management team is driving Partner Services & TSAT initiatives.
Serve as liaison for Attraction client groups to identify, develop, and distribute applications to assist in operational and Team Member efficiencies. Working in conjunction with Information Technology and Attraction Operations leadership, resolve issues within applications used within department, including SharePoint and Microsoft Power Apps. Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.