Director, Operations

Job Title:

Director, Operations | US & UK

Reports To:

Executive Vice President | Land Production

Direct Reports:
Live Experience Managers (7)

Place of Work:
NYC HQ, 34-01 38th Avenue, Suite 302 – New York, NY 11101

Other:
Full Time

Salary: $90K-$95K

As the world’s largest producer of groundbreaking live entertainment, and a leading force in the themed entertainment industry, RWS Global creates meaningful connections and customized experiences spanning from theatrical productions to events, multimedia and more. In 2024, the entertainment leaders expanded capabilities into live sporting events with the introduction of RWS Global Sports. Headquartered in New York, London, Cincinnati, Orlando, Sydney, and Riyadh, with dedicated RWS Studios in NYC and the UK to serve its vast talent pipeline and client base, RWS Global serves major brands and corporations, theatres, cruise lines, sports properties, live venues, parks, resorts and more.

Offering end-to-end services from ideation to operations, RWS Global’s team of world‑class designers, creators, producers and visionary talent provide unrivaled scale, producing over one million live moments every day and employing over 8,000 individuals worldwide.

The Director of Operations is responsible for overseeing the live entertainment daily operations product across all US and UK parks (7) including live shows, character meet and greets, production operations, special events and atmosphere entertainment. This role requires a detail-oriented leader with comprehensive experience and expertise delivering world‑class guest experiences, operational excellence, safety compliance and alignment with brand standards and guidelines.

The Director of Operations will lead a team of Live Experience Managers along with collaboration with producers, project/production managers, directors, technical teams, vendors and clients to deliver high-quality productions and experiences that align with the creative vision and operational requirements of each property.

• Define and execute the operational strategy for entertainment across all parks in conjunction with local park leadership and Live Experience Managers.
• Collaborate cross‑functionally with corporate departments to ensure alignment across park operations, maintenance, safety & risk management, shared services (HR, Finance, Legal).
• Develop detailed production schedules, timelines, and workflows for various projects, ensuring all elements are planned, organized, and executed on time and within scope.
• Contribute to continuous improvement of RWS Global operations by participating in global forums, workshops and training sessions, and maintain KPIs such as guest satisfaction scores (NPS), show uptime, production cost targets, guest service metrics, safety incident metrics.
• Drive the annual operating budget for the UK and US park entertainment operations, including labor expense, staffing levels, operating expense management, vendor contracts, and monitoring KPIs to ensure profit margins.
• Ensure all park entertainment operations and productions meet the highest standards of show quality, creative intent, and sustainment, and are in full compliance with all local regulations.
• Identify and mitigate potential risks associated with production activities, developing contingency plans to address technical, operational, or compliance challenges.
• Be available for extended hours, weekends, holidays, and international travel as required.

• Degree in Theme Park Management, Arts Administration, Production, Sports Event Management or a related field; equivalent professional experience considered.
• 7+ years of experience in entertainment operations management within entertainment, sports production or live event industries.
• Excellent verbal and written communication skills.
• Strong knowledge and experience leading live entertainment production operations processes, budgeting, labor management, ops scheduling, logistics, entertainment programming, strategic planning and safety protocols.
• Proficiency in operations management software and tools (Wrike, Microsoft Project, Asana, Trello, or…