Incident Problem Manager Jobs in Dallas, TX (NOW HIRING)

CircusTrix dba

Sky Zone

Incident Investigation Analyst

Full-Time

Hybrid in Dallas, TX, or Remote in O&O States

Department: Risk & Safety

Reports to: Director, Safety

Travel: <10%

FLSA: Exempt

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ABOUT US:

CircusTrix is the leading indoor active entertainment company in the U.S., operating and franchising over 270 parks with more than 500,000 members and 60+ attractions. We create fun, high-energy experiences for all ages while hosting thousands of memorable birthdays, team events, and school parties each year. Recognized by Franchise Times and Entrepreneur, our success is driven by a culture of curiosity, creativity, and growth. At Sky Zone, we empower builders, problem-solvers, and lifelong learners to explore bold ideas, challenge assumptions, and make a meaningful impact-creating a place where imagination thrives and people are inspired to grow.

JOB SUMMARY:

The Incident Investigation Analyst is responsible for the end-to-end management of guest injury incident investigations. The Incident Investigation Analyst is responsible for reviewing incident reports within the Risk Management Information System (RMIS) to ensure they are complete, accurate, and compliant with company standards and underwriting requirements. This role conducts and independently leads comprehensive investigations to establish the facts surrounding incidents, identify root causes and contributing factors, and perform quantitative and qualitative analyses to detect patterns, trends, and emerging risks across the organization.

Using incident data and investigative findings, the Incident Investigation Analyst develops actionable insights and recommends corrective and preventive measures to reduce risk, improve operational safety, and support continuous improvement initiatives. This position prepares objective, well-documented investigative reports and collaborates with cross-functional stakeholders to drive risk mitigation strategies while supporting underwriting requirements, claims management, regulatory compliance, and legal defense efforts when necessary.

RESPONSIBILITIES:

Incident Auditing & Verification

• Review and triage all field submitted incident reports relating to guest injury incidents to determine investigation requirements, case priority, and appropriate next steps.
• Escalate complex, high-risk, or severe incidents to Risk Management, Safety, Legal, or executive leadership, as appropriate.
• Maintain confidentiality while handling privileged and sensitive incident information in partnership with legal.

Incident Investigation & Documentation

• Conduct comprehensive investigations of guest injury incidents by gathering, reviewing, and evaluating source documentation including incident reports, witness statements, photographs, surveillance video, maintenance records, inspection logs, operational records, training records, and other supporting evidence, when required.
• Analyze investigative findings to determine the sequence of events, root cause(s), contributing factors, and potential operational or environmental risks.
• Maintain complete and accurate investigation records within the organization's Risk Management Information System (RMIS) and other applicable systems.

Root Cause Analysis & Corrective Action Management

• Perform root cause and contributing factor analyses utilizing established investigative methodologies and best practices.
• Develop recommendations for corrective and preventive actions designed to reduce future risk and improve operational performance.
• Issue recommended corrective actions to park leadership and operational departments based on investigation findings.
• Track corrective actions through completion, ensuring accountability, timely implementation, and proper documentation.

Park Follow-Up & Cross-Functional Coordination

• Serve as the primary point of contact for park leadership throughout the investigation process.
• Follow up with parks to obtain outstanding documentation, investigation updates, corrective action status, and supporting evidence.
• Provide guidance to park leadership regarding investigation expectations, documentation standards, and corrective action requirements.
• Facilitate communication between corporate and field teams to support consistent incident management practices.

Data Analysis & Reporting

• Identify recurring trends, systemic issues, and opportunities for process improvement through analysis of investigation findings and other internal sources.
• Collaborate in the development of reports and dashboards by providing analysis and insights related to incident activity, investigation performance, corrective action status, and emerging risks.
• Support leadership by providing data-driven recommendations to improve safety performance and operational effectiveness.

Guest & Stakeholder Communication

• Contact injured guests, witnesses, or other involved parties when additional information or clarification is required to support investigations.
• Conduct professional, objective, and empathetic interviews while maintaining neutrality and confidentiality.
• Respond to internal requests regarding investigation status, documentation, and case information.
• Deliver exceptional customer service while balancing investigative responsibilities and organizational objectives.

Process Improvement & Compliance

• Participate in quality assurance reviews to improve investigation consistency, documentation quality, and case management processes.
• Recommend enhancements to incident reporting, investigation procedures, corrective action tracking, and workflow efficiency.
• Support OSHA recordkeeping, documentation requests, and other regulatory reporting requirements as applicable.
• Assist with special projects related to injury prevention, claims support, operational risk reduction, and enterprise safety initiatives.

QUALIFICATIONS

• Bachelor's degree in Risk Management, Occupational Safety, Business Administration, Criminal Justice, Public Administration, or a related field preferred.
• Minimum of 3 years of experience in safety compliance, risk management, claims coordination, or insurance litigation support, or a related field.
• Experience conducting investigations involving injuries, accidents, or operational incidents preferred.
• Experience in hospitality, amusement parks, entertainment, recreation, retail, or other high-volume customer environments is preferred.
• Associate Safety Professional (ASP), Associate in Risk Management (ARM), OSHA 30 Certification, or Other relevant investigation, claims, or safety certifications, preferred
• Analytical Capabilities: Strong foundational skills in accident investigation, root cause analysis and operational risk assessment are preferred.
• Judgement and Decision Making: Ability to exercise independent judgment and discretion in evaluating complex information, interpreting policies and regulations, assessing operational and liability risk, determining investigative priorities, and making sound risk-based recommendations with minimal supervision.
• Technical Skills: Demonstrable experience in using software to record and analyze data, including the ability to conceive of and generate reports that generate actionable insights. Proficiency with RMIS or safety management software is preferred, as is an intermediate-level proficiency with Excel, PowerPoint, and Word.
• Communication: Exceptional written and verbal communication skills are required, with the ability to collaborate professionally with park management to meet documentation timelines and requirements.
• Attention to Detail: High-level attention to detail regarding documentation and file management is required.
• Core Competencies: Ability to manage multiple investigations simultaneously while meeting deadlines.

PHYSICAL REQUIREMENTS

• Primarily sedentary work requiring prolonged periods of sitting and routine use of a computer, keyboard, mouse, and multiple monitors.
• Ability to communicate effectively and exchange accurate information via telephone, video conferencing, email, and in person, as needed.
• Ability to review, analyze, and interpret electronic records, photographs, videos, reports, and other investigative documentation.
• Ability to occasionally travel to company parks, corporate offices, or other business locations to conduct investigations, meetings, training, or other business-related activities.
• Ability to maintain a safe and productive remote work environment that supports the effective performance of essential job duties.
• Ability to perform the essential functions of the position, with or without reasonable accommodation.

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Compensation range is $75,000-$85,000 + bonus opportunity, based on qualifications, experience, and performance. Full-time employees at CircusTrix enjoy a competitive benefits package including medical, dental, and vision coverage along with a 401k plan with company matching. Eligibility for 401k is based on age and tenure requirements.

Application deadline: September 11, 2026

While we anticipate the application window will close on this date, Sky Zone reviews applications on a rolling basis and will continue to consider candidates until the position is filled. As a result, the posting may remain up beyond the stated deadline, but will not be removed before this date.