Water Country Operations Director

Splish Splash Water Park•Portsmouth, NH

3d•Hybrid

About The Position

The Director of Operations provides strategic leadership and oversight for all park operations, ensuring the safe, efficient and exceptional delivery of guest experience across the organization. This role is responsible for directing and coordinating all operational departments, including attractions, aquatics, park services, parking, security, and first aid, while driving operational excellence, workforce performance and continuous improvement initiatives. As the park’s senior operational leader and primary safety officer, the Director of Operations is also accountable for risk management, regulatory compliance and the development and execution of comprehensive safety programs while supporting the park’s overall business objectives.

Requirements

Bachelor's degree in business administration, operations management or similar discipline highly desired; equivalent combination of education and work experience will also be considered
3-5 years progressive operations leadership experience, including at least one year in a senior management role overseeing complex, high-volume operations and multidisciplinary teams
Experience in the attractions, water park, amusement park, hospitality, resort, recreation or similar guest-focused industry is strongly preferred
Must hold or be willing to obtain lifeguard instructor certification from Ellis & Associates, Certified Pool Operator certification and any other required certification, training or licenses
Exceptional leadership and team development skills with a demonstrated ability to inspire performance, drive accountability, build organizational credibility and foster a culture of safety and service
Highly developed interpersonal, verbal, written and presentation skills, with the ability to communicate clearly, concisely and persuasively across all levels of the organization and with external stakeholders
Strong analytical, critical thinking and problem-solving abilities, including the capacity to identify operational challenges, evaluate data, develop effective solutions and execute corrective action plans in a timely manner
Proven project management skills with the ability to lead initiatives from concept through completion, establish strategic objectives and timelines, manage competing priorities and deliver results with exceptional attention to detail
Demonstrated financial acumen, including experience developing and managing labor and operating budgets, controlling expenses, managing inventory and identifying opportunities to maximize profitability and operational efficiency
Strong decision-making capabilities with the ability to balance operational, financial, safety, regulatory and guest experience considerations in a fast-paced environment
Executive presence and professionalism, with the ability to represent the organization effectively with employees, guests, business partners, government agencies, industry associations and community stakeholders
Self-motivated and adaptable leader with the initiative to drive continuous improvement, implement strategic objectives and effectively navigate changing business needs and operational priorities
Ability to manage multiple high-priority projects simultaneously, perform effectively under pressure, meet demanding deadlines and maintain composure in dynamic and evolving environments
Advanced proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint and the ability to utilize business systems and reporting tools effectively
Ability to prepare and present operational reports, performance metrics and recommendations to senior leadership on a regular basis
Availability to work a flexible schedule as business demands require, including evenings, weekends, holidays and extended operational hours during the park’s operating season
Ability to stand, walk, and remain on feet for majority of the workday
Ability to remain sedentary for extended periods of time, while using a computer
Must be able to meet all program requirements and successfully pass the Ellis & Associates lifeguard training program
Ability to aid and physically move guests of varying heights and weights
Ability to carry, push, pull, lift, and hold objects weighing 30 pounds or more
Ability to climb or descend stairs for some of the rides and attractions

Nice To Haves

Experience in the attractions, water park, amusement park, hospitality, resort, recreation or similar guest-focused industry is strongly preferred

Responsibilities

Provide strategic leadership and oversight for all park operations, partnering with the General Manager to develop, implement and continuously improve operational procedures and performance standards
Direct the operations leadership team, including the Aquatics Manager, ensuring effective recruitment, training, certification and performance management of lifeguard and operational staff in accordance with industry and regulatory standards
Develop, implement, and maintain standard operating procedures, permits, inspections, operational checklists, communication systems and required signage for all attractions and facilities
Serve as the park’s designated Safety Officer, leading all health, safety, environmental and risk management programs to ensure compliance with corporate policies and all applicable federal, state, and local regulations
Conduct and document safety training, audits, inspections, incident investigations and safety committee meetings while fostering a culture of accountability and continuous improvement
Oversee insurance, workers’ compensation, claims administration, underwriting requirements and all related risk management documentation and reporting
Act as the primary liaison with law enforcement, fire, emergency medical services, regulatory agencies and other external partners; maintain all required operational licenses and certifications
Manage security operations, including third-party security providers, perimeter protection, guest and employee screening programs, emergency response preparedness and enforcement of park policies and codes of conduct
Ensure exceptional guest experiences by maintaining the highest standards of cleanliness, appearance, functionality and service across all guest-facing areas, including attractions, pools, restrooms, walkways, parking areas, and common spaces
Direct parking and transportation operations to maximize guest safety, traffic flow and efficiency
Lead long-range operational planning, capital improvement projects, contract administration and facility enhancement initiatives that support business growth and operational excellence
Develop, manage and monitor departmental labor and operating budgets, ensuring financial performance meets or exceeds annual business objectives
Perform other duties as assigned