Operations Development Manager - Experiences

Netflix is one of the world's leading entertainment services, with over 300 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.

Our Experiences team puts fans at the center of their favorite stories, in real life, through permanent entertainment venues, Netflix House, and touring attractions around the world. Netflix Houses are our permanent, always-on, constantly refreshable entertainment venues, where guests can step into their favorite stories. We want these experiences, along with merchandise offerings, to help promote love for our titles so they become part of the zeitgeist for longer periods of time and drive long-term value for Netflix.

The Experiences Design & Delivery team is responsible for the site planning, creative development, construction, and delivery of our permanent experiences. As the Operations Development Manager, you will sit at the intersection of Creative, Production, Operations and Finance & Strategy, responsible for taking our business and commercial goals and translating them into plans that speak to program briefs, operational criteria, and show quality maintenance, ensuring a consistent world-class experience for our fans. You will be the primary operational voice throughout the project’s lifecycle, effectively balancing the various operational needs and inputs with the broader strategic intent of the project.

What you will do: 

• Oversee operational design of new experiences from initial concepting through turnover, including capacity requirements, financial P&L inputs, theory of operations, etc. 

• Model capacity v. throughput, identify bottlenecks, advocate for guest accessibility & safety, provide expert knowledge of efficient layouts and flow for attraction/entertainment experience, F&B, retail, and back of house.

• Optimize operations within new experiences, maximizing efficiency using best practices across the industry. Seek and try new approaches as needed in order to keep our experiences fresh and relevant. 

• Be a champion for both an optimal guest experience and efficient operations; facilitate dialogue and decision-making that effectively balances multiple priorities and inputs with the broader strategic intent of the projects.

• Ensure creative and operational excellence by working with vendors and cross-functional contributors.

• Partner with finance & strategy partners to ensure financial viability of projects, modeling operational costs and risks  in P&L

• Develop Standard Operating Procedures and Operational Guidelines for new experiences.

• Liaise with third-party operating vendors and partners (Food & Beverage, Retail, Ticketing, etc).

• Establish regular meetings with key stakeholders to update on progress and solicit feedback.

• Role based in Los Angeles, California, but travel to agency/vendors and on-site support at experiences as needed.

What we need from you:

• Demonstrated 7+ years of operations leadership/managerial experience in the location based experience or touring entertainment industry.

• Hands-on operational expertise across multiple lines of business including Attractions, Food & Beverage, Retail, Entertainment, Ticketing, and Guest Services.

• Proven ability to direct and lead projects.  Demonstrates ways to translate project plans into reality by adjusting, multitasking, and re-prioritizing on a continuous basis. 

• Exceptional influencing skills with an ability to integrate diverse points of view to desired resolution.

• Proven leader who enables the overarching strategy and drives results through creative sensibilities, strong business acumen and strategic thinking.

• Demonstrated ability to build and foster relationships with cross functional partners and lead in a collaborative style - holds self and others accountable.

• Strong financial acumen and experience with financial modeling and OPEX cost knowledge

• Strong desire and ability to think outside the box and innovate.

• Ability to multitask and prioritize in a fast-paced environment.

• Excellent communication skills, both verbal and digital.

• Excellent organizational skills using digital tools and Google suite.

• Ability to drive positive operational results (i.e. budget, revenue, labor, costs, etc.).

Inclusion 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.