Manager, Security Systems & Investigations - Universal Kids Resort

About the role

Responsible for the protection, prevention, and recovery of company assets at Universal Kids Resort through the management of all operational activities related to loss prevention, investigations, e-Commerce (including online ticket sales), and security systems. Provides leadership to all assigned Security Team Members, overseeing all shifts, including third shift and non-operating days, and managing Loss Prevention educational and awareness training programs. Serves as a key partner to UKR Leadership and Frisco law enforcement, setting security standards in accordance with legal requirements and Universal Destinations and Experiences (UDX) standards.

Oversees UKR’s Command Center, which supports resort-wide emergency management, communications, operational and technical downtimes, and resource assignment while aligning to UDX standards and procedures. Maintains a state of readiness for emergencies and interfaces with UKR Leadership to identify resources, establish contingencies, and develop training for emergencies and operational business continuity.

Responsibilities

• Oversee all operations of loss prevention, investigations, and security systems to ensure the protection and recovery of company assets.
• Manage the efficient and seamless operation of UKR’s security systems, including multiple video surveillance systems, to ensure the safety of all Guests and Team Members.
• Partner with UDX Security and Digital & Technology to ensure timely repairs and replacements of security systems.
• Oversee operational budgets and coordinate financial reporting and acquisition of technical resources and equipment.
• Manage Universal Kids Resort’s Command Center and dispatchers responsible for regular business, critical operational communications, emergency incident notifications, and maintaining emergency resource contact profiles.
• Oversee the planning and execution of resort-wide emergency management and communications, ensuring timely notifications to UKR leadership and all Team Members according to established policies.
• Ensure alignment and timely communications across the theme park and hotel for emergency management initiatives.
• Responsible for hiring, training, and development of the leadership team, including directly overseeing Assistant Managers and providing coaching and mentoring to hourly Team Members.
• Drive and execute plans for the Security team that impact Team Member satisfaction (TSAT), Guest satisfaction (GSAT), and safety standards, utilizing tools to measure and monitor performance against targets.
• Review investigative theft and policy violation cases; assist with preparation for prosecution, interview training, and undercover surveillance.
• Plan, coordinate, and schedule special operational details for VIP or dignitary protection.
• Develop reports and summaries for leadership review on trends or results to support initiatives that detect, deter, respond to, and recover company assets and reported loss.
• Act as a liaison between local, State, and Federal law enforcement agencies and other third-party agencies or vendors.
• Collect and assess relevant intelligence that may affect UKR operations or assets.
• Manage partnerships with third-party civil recovery companies to ensure successful recovery of restitution owed to the company due to theft.
• Act as a liaison to industry counterparts and professional security associations.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, and training.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in a related field is required.
• 5+ years of experience in Security or Investigations, with 3+ years of supervisory experience; or equivalent combination of education and experience.
• Ability to compute rate, ratio, and percentage; draw and interpret bar graphs and spreadsheets.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Consistent attendance is a job requirement.
• Must be able to work a flexible and varying schedule based on business needs.
• Background check is mandatory and must meet Universal Kids Resort’s criteria.

Qualifications

• Required to successfully attend and pass all recurring mandatory/legal licenses and certifications as a condition of employment.
• Wicklander & Zulawski interview/interrogation certification is preferred.

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