Operations Manager - Guest Experience

U S National Whitewater Center•Charlotte, NC

24d•Onsite

About The Position

Operations Manager – Guest Experience at the Whitewater Center (Whitewater) oversee the daily operations that directly impact the guest journey across the property. Success in this role requires strong leadership, operational oversight, strategic thinking, and a commitment to service excellence. The Operations Manager- Guest Experience works cross-functionally to ensure operational efficiency, effective problem solving, and consistent service delivery across departments. This position is an on-site, full-time, benefits eligible role that reports directly to the Director of Operations.

Requirements

Bachelor’s degree in Management, Business, Hospitality, Outdoor Recreation or equivalent.
5+ years of experience in management and/or leadership.
Experience managing departmental P&L’s
Ability to think critically and be proactive.
Excellent Microsoft Office skills.
Flexibility to work evenings, weekends, holidays and during Whitewater events as needed.

Responsibilities

Lead, motivate and support a large team within a high volume and a demanding environment.
Oversee daily operations across guest services functions including pass sales, retail, gear rentals, equipment storage, parking, security coordination, custodial services, and guest inquiries.
Ensure all guest touchpoints deliver a friendly, welcoming, and high-quality experience that reflects the Whitewater Center’s brand promise.
Develop, implement, and maintain quality assurance and safety protocols.
Leverage business metrics and trends to drive performance and maximize profit and revenue.
Utilize key tools and metrics to measure team results and hold the team accountable to established goals and objectives.
Facilitate strong interdepartmental communication to ensure seamless guest experiences across programs, events, and operations.
Be a key leader in the planning and execution of existing and new programming.
Support the planning and execution of programming, events, and new operational initiatives.
Accountable for P&L of various business units.
Other duties as assigned.