Director of Planning & Business Support

What you'll bring to the team

 

Role Overview

As the Director of Planning and Business Support, you are the driving force behind operational readiness and performance at LEGOLAND California Resort. Your mission: to ensure every trading day is seamless, every guest experience is elevated, and every team member is set up for success.

 

Partnering closely with the Director of Operations & Experience and the wider leadership team, you’ll lead planning, workforce optimization, and business support functions to ensure we’re staffed, trained, resourced, and ready. You’ll also oversee core business support areas, including Ops compliance, stock control, Wardrobe, and Warehouse operations.  From rostering and training to SOP governance, commercial alignment, and continuous improvement—you are the essential link between strategy and execution.

 

This role acts as the key link to Merlin’s regional Continuous Improvement function, helping to embed best practices and efficiency across local operations. You’ll support recruitment and training with the People team, and work cross-functionally with Facilities, IT, and Technical Services to identify and remove blockers to daily delivery.

 

On the commercial side, you’ll support operational alignment across Retail, VIP, Corporate Events and Education sales, and other revenue opportunities, and serve as the main contact point with Merlin’s wider Commercial Function.

 

Your leadership will help ensure LEGOLAND California is the greatest place to work and play.

Key Responsibilities

Operational Excellence

• Develop and execute staffing plans aligned with budgets, guest flow, and operational needs.

• Lead workforce forecasting, onboarding, scheduling, uniform distribution, and absence management.

• Oversee operational readiness including SOP governance, compliance tracking, wardrobe, and warehouse operations.

• Collaborate with People, Facilities, IT, and Technical Services to eliminate barriers and enhance performance.

• Analyze data to optimize resource utilization while improving team welfare and guest satisfaction.

• Implement and operationalize new systems and technologies to increase efficiency and adaptability.

• Ensure SOPs and operational procedures align with business goals, compliance requirements, and industry best practices

Commercial Delivery

• Oversee inventory control, logistics, and supply chain management to maintain smooth operations.

• Ensure strong communication and alignment between local teams and global commercial functions.

• Build and manage relationships with suppliers, contractors, and partners to achieve commercial goals.

• Utilize performance metrics to identify and activate new revenue opportunities.

• Drive innovation and optimize processes to boost profitability and operational effectiveness.

• Collaborate with global functions to operationalize new commercial strategies and innovations designed to support business success.

Strategic Leadership

• Inspire and lead a high-performing, multidisciplinary team of planning and commercial professionals.

• Drive recruitment, training, and coaching initiatives that reflect our Merlin values and foster a culture of excellence.

• Serve as the primary strategic liaison between global and local teams to align priorities, provide insights, and drive change.

• Cultivate strong relationships with both internal and external stakeholders to support seamless collaboration.

Performance Improvement

• Monitor key performance indicators such as guest satisfaction, cost control, and staff productivity.

• Identify process inefficiencies and lead improvement projects using data-driven insights.

• Conduct performance reviews and set clear objectives to enhance team development.

• Facilitate training programs that strengthen operational skills and cross-functional understanding.

Health & Safety Leadership

• Ensure full compliance with Merlin’s Health, Safety, and Security Policy.

• Foster a proactive safety culture by encouraging risk identification and timely reporting.

• Uphold a safe and inclusive working environment for all employees.

• Share ideas and suggestions to continually improve workplace safety.

 

Qualifications & Experience

Ideal Experience

The perfect candidate for this role will have extensive experience in operational planning, workforce strategy, and commercial delivery within guest-centric environments such as theme parks, hospitality, or leisure. Key qualifications include:

• Proven success in managing large teams and complex logistics.

• Expertise in stakeholder engagement, compliance management, and data-driven decision-making.

• A strong background in leading cross-functional teams and driving continuous improvement.

• Experience balancing operational efficiency with delivering exceptional guest experiences.

Core Competencies

• Strategic Vision: Ability to translate big-picture strategy into actionable initiatives.

• Financial Acumen: Expertise in budgeting, forecasting, and managing P&L responsibilities.

• Operational Mastery: Track record of improving processes and team efficiency.

• Inspiring Leadership: Proficient in motivating and mentoring high-performing teams.

• Effective Communication: Skilled in engaging stakeholders through clear, respectful dialogue.

• Cultural Agility: Experience operating in diverse, multi-cultural environments.

• Analytical Insight: Strong ability to use data for problem-solving and operational improvements.

Leadership Behaviors

• Soulfully Curious: Continuously ask questions, explore new ideas, and stay open to learning.

• Results Focused: Set clear goals, take accountability, and adapt quickly to deliver outcomes.

• Extraordinary Teammate: Collaborate effectively, share knowledge, and support the success of peers.

• People Developer: Coach and mentor team members to foster growth and advance skills.

Living the Merlin Magic

At Merlin, we don’t just run attractions—we create worlds of wonder. Our values are at the heart of everything we do:

Own Your Craft

• Continuously sharpen your expertise and support others in doing the same.

• Embrace feedback and use it to drive meaningful improvements.

• Stay curious and seek innovation from both within and outside the industry.

Go Together

• Collaborate across teams, locations, and cultures to build strong partnerships.

• Solve challenges by valuing and leveraging diverse perspectives.

• Align behind shared decisions and act with unity to deliver results.

Enjoy the Ride

• Bring positivity, energy, and fun to the workplace.

• Encourage others during tough moments, treating setbacks as growth opportunities.

• Create an environment where everyone feels welcome, included, and appreciated.

Drive & Discover

• Own your work and see things through to completion.

• Focus on high-impact actions that deliver real value.

• Seek out bold ideas to enhance guest experience and operational excellence.

We Care

• Go the extra mile for guests and team members alike.

• Uphold the highest standards of safety and well-being.

• Support sustainability and community initiatives that leave a positive mark.

Benefits

Your Adventure Awaits! 🌟🌍

 

At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!

 

🚀 Your Benefits Odyssey Begins Here:

 

💰 Competitive Salary:

• Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

🏝️ Generous PTO:

• Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

👩‍⚕️ Affordable Health Plans:

• Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

🌍 Global Access Pass:

• Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

🛡️ Secure Your Future:

• Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

🤝 401(k) Matching Plan:

• Your financial goals are important. Benefit from our 401(k) matching plan to help you build a secure future.

🌐 Continued Growth:

• Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.

Pay Range

Compensation between USD $139,000.00/Yr.-USD $165,000.00/Yr.