Director, Production Services

Duties & Responsibilities

• Show Experience Leadership
• Maintain the overall quality, pacing, atmosphere, immersion, and presentation of the attraction
• Conduct routine walkthroughs to evaluate show quality and identify operational, scenic, technical, or presentation opportunities
• Partner with the Creative & Design Studio on experience updates, seasonal overlays, activations, and show enhancements
• Protect and uphold the integrity of the attraction while continuously seeking opportunities for improvement

Team Leadership & Staff Management

• Recruit, hire, onboard, train, schedule, supervise, and develop guest experience staff, cast members (where applicable), and technical personnel
• Foster a culture focused on hospitality, teamwork, accountability, technical excellence, and guest satisfaction
• Lead daily operational meetings, shift communication, and show readiness activities
• Provide coaching, feedback, and performance management while supporting employee development and career growth
• Ensure appropriate staffing levels and operational coverage to meet business needs

Technical Operations & Show Systems

• Oversee the daily operation, functionality, and reliability of all show systems and technical infrastructure
• Coordinate preventative maintenance, repairs, troubleshooting, and issue resolution with internal teams and external vendors
• Monitor system performance and identify recurring issues to improve long-term operational reliability
• Minimize technical downtime through proactive planning and communication
• Support maintenance schedules, overnight work, installations, and operational refreshes

Show Operations & Quality Control

• Direct the daily operation of the attraction during business hours
• Monitor guest flow, show timing, transitions, resets, cleanliness, and presentation standards throughout the experience
• Ensure operational procedures and technical systems work seamlessly to maintain immersion and guest satisfaction
• Maintain operational documentation, standard operating procedures, training materials, and technical guidelines
• Analyze operational trends and implement sustainable process improvements

Cross-Functional Collaboration

• Partner closely with the Creative & Design Studio to maintain and enhance experiential quality
• Collaborate with Production, Technical Design, Venue Operations, Marketing, and external vendors to support attraction initiatives
• Aid in implementing creative updates, operational enhancements, technical upgrades, and special activations
• Communicate operational challenges and technical considerations while protecting the guest experience

Safety & Operational Readiness

• Ensure all show environments and technical systems operate safely and consistently
• Promote compliance with company safety policies and operational procedures
• Support incident reporting, operational follow-up, and corrective action planning
• Maintain overall operational readiness to deliver a safe and exceptional guest experience