Director, Operations

JOB DETAILS

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 RWS Global roster of clients includes Apple, Azamara, The Coca‑Cola Company, Commonwealth Games, Crayola, Europa‑Park Resort, Ferrari World Abu Dhabi, The FRIENDS™ Experience by Original X Productions, Hard Rock Resorts, Hershey Entertainment & Resorts, Holland America Line, Iberostar Hotels & Resorts, International Cricket Council, Invictus Games, Lionsgate, Marella Cruises, MSC Cruises, Roompot, Rugby World Cup, Six Flags, Space Center Houston, TUI Group, Vera Wang, Warner Bros.,

Disney’s The Lion King on Broadway, Chicago the Musical, Christmas Spectacular Starring the Radio City Rockettes and more. For more information, visit

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.

• Strategy and Leadership: Define and execute the operational strategy for entertainment, live shows, parades, costumed character programs, seasonal events and activities across all parks in conjunction with local park leadership and Live Experience Managers. Function as key member of RWS Global operations Leadership Team which creates, implements and drives business strategy, leads each of the park’s values, and ensures high retention and motivation of staff.
• Relationship Management: Collaborate cross‑functionally with corporate departments to ensure alignment across park operations, maintenance, safety & risk management, shared services (HR, Finance, Legal) to deliver seamless and integrated guest experiences.
• Production Planning & Scheduling: Develop detailed production schedules, timelines, and workflows for various projects, ensuring all elements are planned, organized, and executed on time and within scope.
• Continuous Improvement: Contribute to the continuous improvement of RWS Global operations by participating in global forums, workshops and training sessions. Maintain and continuously improve key performance indicators (KPIs) such as guest satisfaction scores (NPS), show uptime, production cost targets, guest service metrics, safety incident metrics across all parks.
• Budget Management: Drive the annual operating budget for the UK and US park entertainment operations to include labor expense and staffing levels, operating expense…