Manager, Security Systems & Investigations - Universal Kids Resort

Universal Orlando•San Francisco, CA

About The Position

Responsible for the protection, prevention, and recovery of company assets of Universal Kids Resort through the management of all operational activities related to loss prevention, investigations, e-Commerce including online ticket sales, and security systems. Provides leadership to all assigned Security Team Members, overseeing all shifts, including 3rd shift and non-operating days, and overseeing Loss Prevention educational and awareness training programs. Serves as a key partner to UKR Leadership as well as Frisco law enforcement, setting security standards in accordance with legal requirements and Universal Destinations and Experiences (UDX) standards. Oversees UKR’s Command Center that supports resort-wide emergency management, communications, operational and technical downtimes and assigning support while aligning to UDX standards and procedures. Maintains a state of readiness in the event of an emergency and interfaces with UKR Leadership to identify resources, establish contingencies and develop training for emergencies and operational business continuity.

Requirements

Ability to compute rate, ratio and percentage; and to draw and interpret bar graphs and spreadsheets.
Ability to write reports, business correspondence and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Consistent attendance is a job requirement.
5+ years of experience in Security or Investigations required
3+ year of supervisory experience is required
Bachelor’s degree in a related field is required.
Required to successfully attend and pass all recurring mandatory/legal licenses and certifications as a condition of employment.

Nice To Haves

Wicklander & Zulawski interview/interrogation certification is preferred.

Responsibilities

Responsible for the oversight for all operations of loss prevention, investigations, and security systems to ensure the protection and recovery of company assets.
Manages the efficient and seamless operation of UKR’s security systems of multiple video surveillance systems to ensure the safety of all Guests and Team Members.
Partners with UDX Security and Digital & Technology to ensure all repairs and replacements are completed in a timely manner.
Oversees operational budgets and coordinates financial reporting and the acquisition of technical resources and equipment.
Manages Universal Kids Resort’s Command Center and dispatchers responsible for regular business as well as critical, operational communications, specific emergency incident notifications and updates, maintaining all critical internal and external emergency resource contact profiles, and maintaining the operational readiness of the Command Center.
Oversees the planning and execution of resort-wide emergency management and communications, ensuring UKR leadership and all Team Members are notified according to established policies and procedures.
Ensures alignment and timely communications across the theme park and hotel for emergency management initiatives.
Responsible for the hiring, training and development of leadership team.
Directly oversees the Assistant Managers while leading coaching and mentoring hourly Team Members by providing feedback on performance.
Ensures management team is meeting all objectives and accountabilities.
Drives and executes plans for Security team that directly affect Team Member satisfaction (TSAT), Guest satisfaction (GSAT), and safety standards while utilizing existing tools to measure and monitor performance against targets.
Develops appropriate action plans to achieve or exceed targets.
Reviews investigative theft and policy violation cases and assists with preparation of prosecution; conducts interview training and assists in undercover surveillance; plans, coordinates and schedules special operational VIP or dignitary protection details.
Develops reports and summaries for leadership review of trends or results to support initiatives that detect, deter, respond to and recover company assets and reported loss.
Acts as a liaison between local, State and Federal Law enforcement agencies and other third-party agencies or vendors.
Collects and assesses any relevant intelligence that may affect UKR operations or assets.
Manages the partnership with third party civil recovery companies to ensure the successful recovery of restitution owed to the company due to theft.
Acts as a liaison to industry counterparts and professional security associations.
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.