POSITION SUMMARYThe Senior Vice President, Operations provides strategic leadership and executive oversight for enterprise operations across Herschend. This role is responsible for developing and executing strategies that drive operational excellence, enterprise risk management, effective labor and scheduling practices and exceptional guest and host experiences while fostering a culture rooted in Heartspitality®.
Reporting to the Chief Operating Officer, the Senior Vice President, Operations leads the organization's Enterprise Risk Management, Safety, Security, Labor & Scheduling and Property Operations functions. This executive partners closely with Regional Presidents, property leadership and shared services to align operational execution with Herschend's strategic priorities.
ESSENTIAL DUTIES & RESPONSIBILITIES Strategic Leadership- Develop and execute enterprise operational strategies that support Herschend's strategic priorities and long-term growth objectives.
- Lead multiple operational disciplines through senior leadership while fostering collaboration, innovation and accountability.
- Establish enterprise operating standards, policies, and best practices that create consistent, high-quality experiences across all properties.
Property Operations- Provide strategic leadership for enterprise property operations, including facilities, maintenance, engineering, utilities, infrastructure, environmental stewardship and capital improvement initiatives.
- Ensure organizational assets are maintained to the highest standards of safety, appearance, reliability and operational readiness.
- Oversee preventive maintenance strategies, asset preservation programs and long-term capital planning.
- Partner with property leadership to prioritize investments that improve operational efficiency and elevate the guest experience.
Labor & Scheduling Leadership- Provide executive oversight for enterprise labor planning, workforce management and scheduling practices across all properties and operational functions.
- Develop and implement labor strategies that optimize staffing levels, productivity, and service delivery while supporting a positive host experience.
- Partner with Human Resources, Finance and Operations leaders to align workforce planning with business needs, seasonal demand and operational priorities.
- Ensure compliance with all applicable labor laws, regulations, and organizational policies related to scheduling, timekeeping and workforce practices.
Safety, Security & Enterprise Risk Management- Provide strategic leadership for enterprise Safety, Security, Emergency Preparedness and Enterprise Risk Management programs.
- Develop and maintain an enterprise risk management framework that identifies, assesses, mitigates, and monitors strategic, operational, financial, regulatory and reputational risks.
- Ensure compliance with all applicable federal, state, and local regulations, industry standards and organizational policies.
- Lead crisis management planning and incident response strategies to protect guests, Hosts and assets.
- Foster a culture where safety is a shared responsibility and proactive risk management is embedded in daily operations.
- Review operational trends, incidents, audits, and emerging risks to drive continuous improvement.
Cross-Functional Leadership- Partner closely with functional leaders from the Property Support Center in addition to Regional and Property Leadership to execute enterprise initiatives.
- Lead cross-functional projects that strengthen operational effectiveness and support growth.
- Build collaborative relationships with external partners, vendors, industry associations and regulatory agencies.
- Model Heartspitality® through leading with collaboration, integrity and commitment to developing environments where Hosts feel welcomed, valued and loved.
EXPERIENCE & EDUCATION- Bachelor's degree in Business Administration, Hospitality Management, Operations Management, Engineering or a related field required.
- Master's degree in Business Administration or a related discipline preferred.
- Minimum of 15 years of progressive executive leadership experience in hospitality, attractions, entertainment, tourism or other complex multi-unit service organizations.
- Proven experience overseeing safety, security, facilities, enterprise risk management and operational excellence initiatives.
SKILLS & QUALIFICATIONS- Executive leadership presence with exceptional strategic thinking and business acumen.
- Comprehensive understanding of multi-unit operations, hospitality, attractions and guest experience management.
- Strong financial acumen with experience in budgeting, forecasting, capital planning and profit and loss management.
- Expertise in enterprise risk management, safety, security, emergency preparedness, regulatory compliance and business continuity planning.
- Knowledge of operational excellence methodologies, process improvement, and performance management.
- Exceptional analytical, critical thinking and decision-making skills.
- Proven ability to influence leaders and build collaborative partnerships across diverse business functions.
- Ability to balance strategic priorities with operational execution while leading through change.
- Proficiency in using operational and financial metrics to inform business decisions and improve organizational performance.
- Willingness and ability to travel regularly in support of enterprise operations and strategic initiatives.
