Entertainment Operations Manager Jobs (NOW HIRING)

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

The Supervisor, Entertainment Operations Shows shall be responsible for ensuring the functionality of all operations related to the day to day execution of the show(s)/element to which they are assigned.  The Supervisor reports to the Manager and Assistant Manager, Entertainment Operations Shows as appropriate to ensure proper facilitation of duties.

1. Essential Accountabilities:

• Contribute to a department culture that promotes a professional, collaborative, inspiring, fun and teamwork-driven work setting for all employees.
• Supervise the daily operation of a specific show venue and/or area, including supporting staff and process/procedures, and providing necessary direction and/or support for guests, employees and operations. Ensure assigned projects and duties to staff members have ongoing expectations communicated. 
• Assist with the creation, implementation, and management of an on-going Action Plan to improve and maintain employee engagement and satisfaction (TSAT).
• Have knowledge and maintain all show quality across all entertainment products and communicate any concerns or feedback to the appropriate stakeholder(s), including Show Manager and Show Quality Team.
• Contribute to tracking and managing labor and non-labor budgets, including reporting variance explanations.  Work with Manager and Assistant Manager to recommend budget adjustments based upon operational requirements.  Assist Manager and Assistant Manager to plan and develop operating budget (IOP) and capital expenditures for following fiscal year.
• Ensure the operational efficiency and effectiveness of administration, venue/show area and/or elements.  Resolve any issues as they arise and seek opportunities to improve process and procedures collaborating with Manager and Assistant Manager, department stakeholders, employees, etc. as appropriate.
• Provide direction, development, and support to Leads and employees.  Communicate feedback and address any and all performance issues, providing recognition, coaching.
• Contribute to the creation and ongoing maintenance of an annually updated and accurate SOP/GOP available to all employees.  Ensure that all compliance training/requirements (i.e. Floor Warden, AMQD ride survey, etc.) appropriate area/element is developed, updated and completed in accordance with annual plan and deadlines. 
• Understand and actively participate in Environmental, Health and Safety responsibilities by following established USH policy, procedures, training, and employee involvement activities.  Includes completion of I&I, housekeeping and/or other safety follow-up documentation as required for department.
• Establish and maintain effective relationships with other park department leaders and stakeholders.
• Perform other duties as assigned.

1. Supervise Day to Day Operations of Show/Element:

• Oversee and conduct monthly safety housekeeping venue inspections.
• Order and track weekly inventory of show/element/venue supplies in partnership with Stage Manager or similar employee.
• Track labor and non-labor expenses daily by reviewing/reconciling labor and expenditure reports for review by Manager.
• Track non-labor expenses by reviewing/reconciling weekly expenditure report for review by Show Manager.
• Track and oversee weekly venue schedule to ensure alignment with park hours and projections, departmental requirements, vendors, and department partners (Costumes, Show Control, etc.).
• Track and oversee accumulation of employee discipline points to validate, investigate, and follow up with appropriate employee partners as required.
• Assist in conducting employee investigations and/or disciplinary actions, ensuring that that are conducted appropriately and timely, in accordance with company policies and procedures. 
• Oversee and maintain employee performance logs and report to Manager and Assistant Manager when appropriate elevation/action/discipline is required.
• Track and reconcile all venue and show-related maintenance and repair needs, and report to Manager and Assistant Manager when additional support is required.
• Coordinate and oversee on-boarding, Take 2 Training and scheduling plan for new personnel at venue.  Arrange schedule and staffing requirements for events outside of standard daily operations (proficiency, training, rehearsals, etc.). 
• Coordinate and oversee approval of vacations, leaves of absence, and days off with appropriate employment partners.
• Investigate and approve/reject daily payroll-related exceptions and clocking revisions (overtime, meal penalty, errors, extenuating circumstances, etc.).
• Coordinate and oversee approval of vacations, leaves of absence, and days off with appropriate employment partners.
• Schedule and watch one show per week minimum with Resident Stage Manager.
• Assist with investigating injuries and incidents as appropriate. 

1. Manage Global Venue Functionality:

• Track and assist with investigating all relevant guest feedback and ensure recovery is implemented as appropriate.
• Respond as Incident Command for appropriate guest and employee injuries, and serve as first line of guest recovery for show delays and/or cancellations.
• Assist in tracking and relaying performance feedback, coaching and annual evaluations for direct reports.
• Assist with TSAT committee meetings, initiatives, and action plan implementation as directed by Manager and Assistant Manager.
• Partner with Stage Manager, Dance Captain and/or vendor(s) when applicable to lead communication and next steps for show holds, show cancellations and contingencies.

This position is required to be performed full-time from an NBCUniversal-designated worksite. This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Hourly range: $27 - $30 hr.

USH Entertainment Department is committed to promoting a collaborative, productive, and engaging workplace for all employees.  We require Managers and Supervisors to lead by example promoting a professional, inspiring, fun, and teamwork-oriented work culture.

General Knowledge and Skills Required:  Supervisors shall have the ability to read, interpret and follow documents such as safety rules, operating and maintenance instructions and procedure manuals.  The Supervisor shall be able to write reports, business correspondence and procedure manuals.  Supervisor will be able to effectively communicate, present information, and answer questions in one-on-one and group settings. 

Communicating and influencing: Supervisors are required to communicate effectively with people at all levels in the organization, including providing specific, timely feedback to managers and others to work together more effectively.

Managing Others: Identify required skills and criteria to ensure best quality hiring. Demonstrate the ability to assess performance and take appropriate coaching, corrective action, or termination if necessary. Provide associates with all the information, history and resources they need to do their jobs and to feel a partnership with the organization. Coach and develop company members for current and future responsibilities.  Communicate performance goals and standards routinely so that company members understand expectations and how they are linked to organization and department vision, values, and goals. Provide regular, specific feedback that employees can use to continuously improve performance. Demonstrate a commitment to organizational initiatives with words and actions. Encourage employees to contribute; recognizing, reinforcing, and rewarding contributions. Encourage employees to be innovative and willing to take risks, tolerating well-intentioned mistakes.

Quality and partner focus: Continuously look for ways to refine and improve work processes to achieve better results. Follow through on commitments made to internal and external partners.

QUALIFICATIONS & KEY COMPETENCIES

Maximizing resources: Work collaboratively with all employees in the organization and support others when requested. Seek expertise, advice, and perspectives from a variety of sources both within and outside the organization to ensure a high work standard and an engaging culture for employees. Maintain a productive balance between the concern for people and concern for work results.

Project Management:  Design/develop plans for accomplishing objectives, monitoring status, and providing regular status updates.  Provide relevant information to others in a timely manner and follow through with commitments made to others.  Recognize the broader implications of a project; doing all that should be done, not just as directed.

Learning and adapting:  Remain productive during periods of ambiguity, uncertainty and change.

Demonstrate a willingness to take on new challenges, responsibilities, and assignments.  Proactively utilize slower periods to improve work and or work environment; equipment maintenance, archiving, general organization, etc.

Leadership:  Set a positive, productive and communicative tone as a leader in the department.  Partner with the leadership team when representing policies and procedures, remaining positive with employees, and voicing concerns directly to senior management.  Consistently exhibit an "open door" demeanor which fosters approachability, professionalism and openness.  Be available to all employees equally, treating all employees fairly.  Promote healthy, collaborative and positive tone/vibe in venues, areas and/or elements.

PHYSICAL DEMANDS

The Supervisor, Entertainment Operations is required to walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and see, talk, and hear.  The Manager must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds. 

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].