Assistant Manager, Team Member Experience & Services - Universal Kids Resort

JOB SUMMARY

Oversees and facilitates all aspects of the Human Resources Services Center function and the development and execution of property-wide Team Member engagement activities. Partners with Universal Destinations and Experiences (UDX) Centers of Excellence for alignment with recognition and Team Member event programming. Performs supervisory duties including training, coaching, mentoring, task assignment, performance evaluations, and allocation of staff and resources.

• Resolves all inquiries related to Talent & Culture and related policies, procedures and transactions using HR systems and service center technologies while consistently demonstrating superior Guest service skills. Ensures all Team Members are meeting all established expectations and providing a consistent, high quality level of service.
• Responsible for all aspects of company-wide Team Member Engagement and HR events to include creative concepts and logistical planning. In partnership with direct leader, develops budget and ensures execution to plan. Serves as project lead for timelines, marketing, staffing of events, and measurement data follow-up. Partners with various departments (such as Internal Communications, Catering, Events, Entertainment, Security and Operations) to ensure flawless execution.
• Manages the daily and monthly administration of UKR recognition, service, and reward programs. Develops and maintains tracking metrics, reviews and updates program policies and SOPs regularly. Ensures quality services and effective administration and presentation of programs to Team Members and contingency workers where applicable. Serves as primary liaison between the company and vendors to ensure contract compliance and service delivery. Analyzes program participation metrics to measure value to Team Members and uses data to provide enhancement and change recommendations.
  
  Partners with relevant UDX Centers of Excellence for alignment.
• Oversees and supports with first-level escalation of questions and uses judgement to determine appropriate resolution or the need to elevate. Delivers on knowledge of HR policies and regulations to ensure compliance and staff knowledge. Communicates relevant information to HR teams, Operational Leaders and HR Senior Leadership on Service Center trends and resources provided to Team Members. Provides reporting of utilization of Human Resources Service Center to include types of cases, time submission of cases, response time and other analytical data that helps to support the level of service provided.
• Serves as an interface between internal/external customers and functional Team Members to ensure effective definition of and delivery of services. Responsible for ensuring adequate communication of services so Team Members are fully aware of services and resources available. Recommends enhancement/changes to service level of knowledge and responsible for reaching out to partners in moving forward with implementation of these changes.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

• Bachelor's degree in Human Resources or related field preferred.

• 2+ years of experience in a leadership role working in event planning, hospitality operations, Human Resources administration or project management administration or equivalent combination of education and experience preferred.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2026 Universal Studios. All rights reserved. EOE.