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What you'll bring to the team

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.

Qualifications & Experience

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

Physical Requirements

Sitting - None (0%)Standing - None (0%)Walking - None (0%)

Bending - None (0%)Twisting - None (0%)Squatting/Kneeling/Crawling/Climbing - None (0%)

Wrist Deviation (Side to Side) - None (0%)Hand/Wrist Repetitions (Up and Down) - None (0%)Reaching - None (0%)

Grasping - Simple: < 50 poundsManual Dexterity/Strength - Gross motor, light - moderate strengthManual Dexterity/Strength - Fine motor, light - moderate strength

Lifting, Pulling and Pushing - Frequency of Activity by Weight Category

Frequency of Activity Matrix** **Lifts & Carries** **Lifts Overhead** **Pulling** **Pushing

**Up to 10 pounds** None (0%)None (0%)None (0%)None (0%)

**11 - 24 pounds** None (0%)None (0%)None (0%)None (0%)

**25 - 34 pounds** None (0%)None (0%)None (0%)None (0%)

**35 - 50 pounds** None (0%)None (0%)None (0%)None (0%)

**51 - 74 pounds** None (0%)None (0%)None (0%)None (0%)

**75 - 100 pounds** None (0%)None (0%)None (0%)None (0%)

**Over 100 pounds** None (0%)None (0%)None (0%)None (0%)

Visual/Hearing Requirements** **Working Conditions

**Requirement** **Applicable/Not Applicable** **Temperature** Between 16 and 95 degrees

**Visual** **Crawl Space/Cramped Postion** Exposed < 1 hour per day

**Close eye work (small figures)** Applicable **Personal Protective Equipment**** None (0%)

**Color discrimination** Applicable **Driving** None (0%)

**Minimal color discrimination** Not Applicable **Noise*** None (0%)

**Normal color discrimination** Applicable * (Loud/Repetitive, < 85 Decibels per OSHA Standard)**(e.g. Respiratory Mask, etc.)

**Other: Depth perception, distance vision, ability to focus** Applicable

Other:

**Hearing** (Specify any other requirements or restrictions that should be considered)

Hearing Requirements - Special requirements, able to consistently fulfill communication needs

**(alarms, phone ringing, conversation, clear acuity within 100 feet)** Applicable

The duties & physical requirements listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties & physical requirements does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Benefits

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.

Pay Range

USD $22.00/Hr.

Submit a Referral (https://hourlycareers-na-merlinentertainments.icims.com/jobs/10487/legoland-ca-sealife-explorer-outpost-zonal-park-lead-ft/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883)

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

**Location (Country-State-City)** _US-CA-Carlsbad_

**Job ID** _2025-10487_

**Employment Type** _Full-Time_

**Offer/Contract Type** _At Will (US Only)_

**Location Name** _LEGOLAND California_

**_Job Locations_** _US-CA-Carlsbad_