Director, Guest Arrival Operations

Description

Circuit of The Americas (COTA) is a 365-entertainment destination for world-class events located in Austin, TX. The sports and entertainment portfolio at COTA is unmatched in the country with Formula 1 US Grand Prix, NASCAR and MotoGP attracting global fans during championship races on the famed Circuit and Live Nation producing over 30 headline concerts every year at the Germania Insurance Amphitheater. COTALAND is an amusement park with over 30 attractions and experiences, including first-of-their-kind roller coasters.

Requirements

The Director, Guest Arrival Operations owns the safe and profitable operation of COTALAND's Guest Arrival functions while prioritizing a frictionless experience for guests as they enter and leave the park. Reporting to the Vice President, Operations, the Director leads the leadership teams across the division's Parking and Transportation, Front Gate, and Guest Services departments and shares accountability for their performance.

Essential Functions

1. Sets operating strategy and direction across the division's guest arrival functions to ensure high levels of guest experience and safety while balancing employee engagement and well-being.
2. Leads the division's management team and holds it accountable for execution. Provides the necessary support, training, and reinforcement to ensure individual leader success while personally modeling expectations during day-to- day operation.
3. Maintains operating procedures and associated training while continuously looking for improvement and efficiency. Leads operational readiness for expansions, seasonal events, and peak operating periods.
4. Owns the planning and execution of safety across every stage of arrival, from traffic and pedestrian flow to the security screening it partners with Security to deliver, setting the tone for guest and employee safety and ensuring compliance with applicable safety and regulatory requirements.
5. Partners with Finance to set and drive the division's revenue goals while maximizing guest spend across tolls, admissions, and other onsite sales.
6. Responsible for the division's guest satisfaction results and drives improvement from guest feedback and operational data.
7. Manages the division's operating budget and is accountable for its financial and revenue results. Deploys and monitors division labor against the operating calendar and daily attendance needs.
8. Serves as a senior onsite leader for emergency response and high-pressure operating decisions.
9. Partners with operating and support departments across the park to align on daily operation and shared priorities.

Knowledge, Skills, and Abilities

• Decisiveness and composure under pressure in a high-volume operating environment.
• Financial and analytical acumen to manage a large budget and act on performance data.
• Ability to build trust and credibility with a management team, frontline staff, peer departments, and executive leadership.
• Ability to connect operating decisions across functions to the overall guest experience.
• Clear verbal communication and the ability to give direction across large teams with differing levels of understanding and experience.
• Sound judgment in balancing operating demands with safety and risk.

Required Qualifications

• Seven or more years of progressive operations leadership in a guest-facing or high-volume operating environment, including at least three years leading other leaders.
• Experience managing an operating budget and running a department based on financial and revenue focused targets.
• Experience leading operations in a safety-regulated environment.
• Strong knowledge of guest arrival operations, including parking and transportation, front gate, and guest services, in a theme park or comparable large venue, with the ability to balance operational demands with a positive guest and employee experience.
• Experience developing supervisors and managers.
• Proven ability to communicate clearly and calmly under varying operating conditions.
• Must be available to work a flexible schedule including weekends, holidays, and peak operating periods.

Preferred Qualifications

• Bachelor's degree in hospitality, business, or a related field.
• Experience launching and optimizing operations for a new park, venue, or major expansion.
• Familiarity with ticketing, point-of-sale, or guest management systems.
• Familiarity with workforce management systems.
• Physical Requirements and Working Conditions
• Ability to stand and walk for extended periods.
• Ability to move quickly throughout the park during peak operations and emergencies.
• Ability to work outdoors in varying weather conditions.
• Work environment includes a theme park setting with exposure to noise, crowds, weather, and vehicle traffic.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

EQUAL EMPLOYMENT OPPORTUNITY:

COTA strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state and federal law.