Operations Supervisor, Netflix House - Philadelphia

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

 We are pursuing Consumer Products and Live Experiences because we believe it will drive meaningful show awareness and conversation with more tangible, curated ways to interact with our most popular content IRL and drive long term value.  Our Live Experiences team puts fans at the center of their favorite stories, in real life, both through permanent entertainment venues, Netflix House, and globally touring attractions.  Netflix Houses are our permanent, always-on entertainment venues, where Guests) can step into their favorite stories and have IRL experiences, with the ultimate goal of increasing Fandom for our members.  We want these experiences, along with merchandise offerings, to help promote our titles and build them into title brands, or franchises, so they become part of the zeitgeist for longer periods of time.

As the Operations Supervisor, you will lead the Fan (guests) and Crew (staff) experience in all Netflix House common areas. Your responsibilities include ensuring oversight of the Crew that are greeting, selling tickets, staffing two small attractions, and ticket scanning for two large walk-through experience spaces. You will be tasked with developing efficient staffing plans, recruiting, hiring, and training crew, and overseeing the daily operational flow to ensure a best-in-class Fan experience. You are an individual who is passionate about sharing Netflix fandom by leading a crew that is set up for success with great training, knowledge, and the right tools to create memorable experiences. The ideal Operations Supervisor is a communicative leader who is dedicated to developing and connecting with their team.

This role reports to the Assistant General Manager and is a salaried, on-site role based in King of Prussia, PA. 

What you will do: 

• Manage daily on-site operations for common areas, including entry greeting, ticket sales, and all aspects of two small attractions, as well as ticket scanning for the two large walk-through experience spaces.

• Focus on creating best-in-class fan service, including service recovery, within budget constraints. 

• Act as a Manager on Duty and Safety on Duty for the operation.

• Develop hiring, training, and deployment strategies in partnership with house leadership.

• Own the development and employee journey for assigned Crew Members and Leads.

• Provide ongoing feedback to all Crew Members to support their role in the operation.

• Optimize ongoing operations to achieve maximum efficiency for Fan flow and labor utilization.

• Align with the Assistant General Manager and other departments to track against operational key performance indicators.

• Promote and foster a mindset of continuous innovation for internal teams and external partners.
   

What we need from you:

• Demonstrated 4+ years of operations supervisory experience leading a customer-facing team. 

• Experience managing direct and indirect teams in an environment that embraces continual learning, feedback, and change.

• Strong knowledge of hiring practices and training & development strategies.

• Demonstrated experience in overseeing daily activities, enforcing EHS compliance, managing staff training, and optimizing workflows to enhance both safety and guest experience to ensure an overall safe, efficient, and guest-focused operation.

• Excellent communication skills, both verbal and digital.

• Excellent leadership skills.

• Strong desire to think outside the box and innovate.

• Availability to work days, nights, weekends, and holidays in a 365-day attraction 

is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.