Entertainment Operations Manager (known internally as Live Experience Manager)

About RWS Global

RWS Global is the world leader in groundbreaking live moments across entertainment and sports, creating customized guest experiences spanning theatrical productions, live events, immersive destinations, multimedia, consumer products and more.

RWS Global is headquartered in New York, London, Cincinnati, Shanghai, Orlando, Sydney and Riyadh with dedicated RWS Studios in NYC and the UK to serve its vast talent pipeline and client base. With a focus on entertainment and sports experiences, RWS Global serves major brands and corporations, theaters, cruise lines, sports properties, live venues, parks, resorts and more. Offering end-to-end services from ideation to operations, RWS Global’s team of world‑class designers, creators, producers and visionary talent provide unrivaled scale, producing over one million live moments every day and employing over 8,000 individuals and performers worldwide.

Job Summary

As an Entertainment Operations Manager, you’ll be at the heart of delivering world‑class live entertainment experiences that inspire guests across our partner attractions worldwide. Based on‑site at Heide Park, you’ll lead the day‑to‑day entertainment operations, ensuring excellence in guest engagement, show quality and team performance. You are the primary point of contact on site for all entertainment activations, collaborating closely with the Director of Operations and partnering with the RWS Production and Project Managers to lead and assist in event set up & delivery.

You will be responsible for upholding and executing brand standards in‑attraction for both the client and RWS Global, ensuring every live experience reflects the quality and consistency expected of both organizations. In this global structure, the Entertainment Operations Manager serves as the link between RWS Global and the attraction, championing RWS standards, supporting local casting and recruitment, and contributing to the success of RWS entertainment operations around the world.

Role & Responsibilities

Operational Leadership

• Lead the daily delivery of all on‑site, parkwide entertainment, ensuring seamless show execution, guest satisfaction, and adherence to operational and brand standards
• Oversee entertainment teams including performers, technicians, and support staff to maintain the highest levels of professionalism, safety, and guest engagement
• Ensure that staffing levels are adequate for the day‑to‑day needs of the attraction and that any issues with scheduling or staffing are resolved quickly
• Partner with park operations leadership to ensure entertainment is fully integrated into the guest experience and operational flow
• Ensure Daily Operational Reports are completed, regularly reviewing and acting on guest and cast feedback
• Lead daily entertainment admin, including rotas, scheduling, payroll and cast development
• Manage entertainment operational and event budgets and achieve established goals and efficiencies
• Collaborate with RWS Production Management to facilitate venue logistics and support the seamless installation, rehearsal, and opening of new live experience products and seasonal special events on site

Global Connection

• Act as an RWS Global ambassador on‑site, upholding brand standards and fostering communication between RWS Global Operations and park‑based teams
• Support the rollout of new initiatives, training programs, and operational process across multiple RWS‑managed attractions
• Collaborate with other Live Experience Managers globally to share learnings, ensure consistency, and contribute to global operational excellence

Talent Recruitment and Casting Support

• Partner with the RWS Casting and Recruitment teams to assist in local auditions, seasonal recruitment, and talent onboarding
• Build strong local networks to identify and attract exceptional talent within the region
• Build relationships with local talent pools, training institutions, and community organisations to enhance recruitment pipelines
• Support talent retention and engagement through proactive communication and effective leadership

Safety & Quality Assurance

• Drive consistency in experience delivery and talent standards through regular assessments and coaching
• Uphold and enforce RWS and client brand standards across all live entertainment activations, ensuring quality, production value, technical execution and guest experience are best in class
• Ensure that entertainment operations meet safety, compliance, and welfare standards across all activation areas, in collaboration with RWS Health & Safety Manager
• Monitor performance through established KPIs, guest satisfaction scores, and operational metrics, using data to identify trends and opportunities for improvement
• Identify opportunities to enhance the guest experience through operational innovation and best practice sharing

Collaboration and Communication

• Build effective relationships with park stakeholders and RWS Global teams including People & Culture, Creative & Design, and Talent & Creative Casting
• Collaborate with Production Management to ensure efficient supply chain and production support for entertainment operations
• Communicate operational updates, performance reports, and staffing insights to RWS Global leadership
• Contribute to the continuous improvement of RWS operations by participating in global forums, workshops, and training sessions

Mission & Values Alignment

As an Entertainment Operations Manager, you will represent the RWS Global mission to Raise Your Experience by delivering joy, connection, and unforgettable moments for every guest, every day. Your leadership on park sets the tone for a positive, inclusive, and motivated culture where people feel valued, respected, and inspired to make every moment count.

Health & Safety

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy
• Understand risk assessments and ensure reporting of any new risks as appropriate
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner
• Actively share ideas, comments, and suggestions for improving safety within your work areas with your appropriate line manager

Experience & Qualifications

• Bachelor’s degree in Theatre Management, Performing Arts, Technical Production, or a related field
• Minimum of five years’ experience in entertainment management, live operations, or theatre operations, ideally within a theme park or large‑scale visitor attraction environment
• Legally able to live & work in Germany, fluent in both German & English
• Strong operational leadership skills with proven ability to manage diverse teams and deliver consistent performance in guest‑facing environments
• Experience supporting recruitment, casting, or scheduling processes within live entertainment or themed entertainment settings
• Excellent communication skills, both written and verbal, with the ability to collaborate effectively across departments, clients, and global teams
• Strong organizational and problem‑solving abilities with a proactive and solutions‑focused approach
• Capable of performing under pressure, managing multiple priorities, and maintaining high operational and quality standards
• Flexible to work evenings, weekends, and holidays as required, and open to international travel to support global operations

Company Benefits

• Competitive Salary
• Company Pension
• 25 days paid holiday excluding Bank Holidays
• Paid parental leave
• Computer (Mac/Windows)
• Company Phone Allowance
• Employee Assistance and Wellbeing Programme
• Childcare Support Policy
• Employer Sponsored Vision Programme

Please Note

While this is intended to be an accurate description of the job, this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the position, and may require that other or different tasks be performed as necessary and assigned.

RWS Global is an international organization, and travel to partner attractions, headquarters, and event sites is a required part of all roles within the business.

DIVERSITY AND INCLUSION STATEMENT

Diverse Is Who We Are

Way more than a box to check, diversity is core to RWS Global culture. We value it, promote it, protect it and hire it. All differences are welcome here. We know for a fact that each employee’s individual background, life experiences, knowledge, self‑expression, and capabilities are a contribution to our culture, as well as our reputation and achievements.

So, bring all of who you are, no questions asked.