Operations Controller
Build Your Career One Brick at a Time!
At LEGOLAND® New York Resort, we’re all about creating unforgettable experiences for families from around the world — and it takes a dedicated team working behind the scenes to make the magic happen. As an Operations Controller, you’ll be at the heart of the action, ensuring park operations run smoothly, efficiently, and safely every single day.
About the Role
The Operations Controller serves as a central point of contact for all park operational activities. You’ll monitor performance metrics, triage incoming requests, and coordinate resources to ensure issues are handled promptly and effectively. Working closely with departments across the resort, you’ll play a vital role in maintaining seamless communication and supporting the overall guest experience.
In addition to real-time operational support, you’ll also assist the Planning and Resource team with onboarding activities, hiring events, and workforce scheduling to help ensure our staffing aligns with daily park demands.
What You’ll Be Doing
- Monitor & Communicate: Track the performance of rides and attractions using digital dashboards and communication systems. Respond to operational calls, guest concerns, maintenance requests, and other incidents in real time.
- Prioritize & Coordinate: Assess issues based on their impact to operations, dispatch appropriate teams (e.g., engineers, managers, IT), and ensure critical matters are addressed swiftly.
- Document & Report: Maintain accurate records of all communications and actions. Prepare daily operational reports and support shift handovers.
- Support Workforce Planning: Assist in resource coordination, scheduling, and recruitment activities to ensure the park is properly staffed for peak performance.
- Champion Safety: Enforce compliance with Merlin Entertainments’ Health, Safety, and Security Policy. Report incidents promptly and proactively contribute ideas for improving workplace safety.
What You’ll Bring
- Experience in operations control, workforce planning, or resource management, preferably in hospitality, leisure, or attractions.
- Strong understanding of workforce systems, scheduling tools, and labor compliance best practices.
- Proficiency with Microsoft Office and familiarity with operational planning systems.
- Excellent communication and problem-solving skills, with a calm, organized approach under pressure.
- High level of attention to detail and ability to multitask in a dynamic environment.
- Flexibility to work weekends, holidays, and overtime as required.
Benefits of Merlin Entertainments
- Excellent health care options (medical, dental, and vision that encourage preventative care).
- Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
- Merlin Magic Pass for friends and family to enjoy the parks & attractions
- Recognition Programs and Rewards
- 401(k) program with company match
- Tuition reimbursement programs
- Numerous learning and advancement opportunities