The Zonal Park Operations Lead is a hands-on leadership role focused on the daily delivery 
of operational excellence across a specific functional area—such as a ride cluster, 
admissions, retail outlet, build experience, SEA LIFE, or the Water Park—within a 
designated zone. This role ensures safety, efficiency, guest satisfaction, high training 
standards and service recovery while maintaining LEGOLAND California’s brand standards, 
cleanliness, and presentation.
The Zonal Park Operations Lead works alongside Model Citizens, supporting operations in 
real time while leading the team on shift. As the first point of contact for guest escalations, 
safety incidents, and Model Citizen support, this role is critical to the smooth running of the 
operation and on-the-day leadership of the team.

Essential Functions:
• Run the daily operation of a specific functional area (e.g. rides, retail, admissions, Water 
Park, SEA LIFE, or build experiences) within the zone.
• Deliver safety, efficiency, and high-quality guest experiences across your assigned 
location(s).
• Work in-position alongside Model Citizens when needed to support peak times or 
unexpected operational needs.
• Manage opening and closing routines, checklists, maintenance handovers, and 
operational readiness.
• Oversee break management and deployment to ensure full coverage and service 
continuity.
• Additional duties and responsibilities may be assigned within the park zone as needed
Guest Obsession:
• Act as the first responder for guest concerns and escalations, using established service 
recovery tools and techniques.
• Support guest obsession by role-modelling LEGOLAND standards and taking ownership 
of guest satisfaction.
• Work with Model Citizens on shift to coach service behaviors, presentation, and brand 
delivery in real time.
• Actively monitor and promote NPS drivers within your zone
Team Leadership:
• Lead a group of Model Citizens through the live operation, setting expectations and 
supporting success on shift.
• Support on-the-job training and coaching to help Model Citizens develop confidence, 
consistency, and role knowledge.
• Deliver briefings, coordinate daily tasks, and provide hands-on coaching during 
operations.
• Identify skill gaps and escalate development needs to the Zonal Park Operations 
Manager.
• Actively fosters a positive and engaged team culture, in line with Merlin’s values.
Safety and Compliance:
• Monitor your functional area to ensure all operational safety and compliance standards 
are being followed.
• Be prepared to manage incidents, support incidents, and lead basic emergency 
responses such as evacuations.
• Report hazards, safety concerns, or maintenance issues promptly and clearly.
Brand Standards and Presentation:
• Maintain exceptional presentation and cleanliness standards across all areas, 
aligned to LEGOLAND brand expectations.
• Proactively check signage, show readiness, visual standards, and Model Citizen 
appearance across your area.
• Support venue readiness for shows, educational experiences, and character or build 
activations.
Collaboration and Communication
• Work closely with your Zonal Park Operations Manager and peer Leads to deliver a 
seamless guest experience across the zone.
• Escalate guest, staffing, cleanliness or operational concerns quickly and appropriately.
• Keep Model Citizens informed of key updates, priorities, and procedural changes 
throughout the day.

SKILLS AND COMPETENCIES

Must be in good standing with the company, no corrective actions or Level 4 attendance coaching.

Mut be able to adhere to current availability through April 2026

Essential Functions:

Leadership and Decision-Making
Proven ability to lead and support Model Citizens in live operations. Comfortable 
making informed, on-the-spot decisions while maintaining calm under pressure and 
driving performance on shift.
Guest-Centric Approach
Strong focus on delivering high-quality guest experiences through service recovery, 
visible leadership, and coaching others in real time. Confident handling escalations 
and taking ownership of guest issues.
Operational Expertise
Solid understanding of frontline operations across rides, admissions, retail, build 
experiences, SEA LIFE, and Water Park. Experienced in supporting daily procedures, 
safety protocols, and functional delivery.
Communication and Collaboration
Skilled at communicating clearly with Model Citizens, peers, and leaders. Builds 
trust and drives teamwork across departments to keep the operation running 
smoothly.
Problem-Solving and Adaptability
Able to respond quickly to operational changes, guest feedback, and resource 
issues. Works flexibly in-position alongside the team to maintain standards and 
solve problems without delay.
Continuous Improvement
Keen to improve processes and coach others. Identifies training needs and shares 
feedback that helps the team grow and succeed long term.

Availability This is a full-time role. Must be available to work weekends, holidays, and varying shifts to support Resort operations

What You'll Get...
Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.