Manager, Security Operations – Universal Kids Resort

JOB SUMMARY:

Responsible for management and administration of resort-wide Security Operations for Universal Kids Resort (UKR), including the theme park and hotel. Provides leadership to all Team Members within the Security team to leadership and Uniformed Officers, overseeing all shifts, including 3rd shift and non-operating days. Serves as a key partner to other divisions’ operational leaders as well as third-party security for bag screening and Frisco law enforcement, setting security standards in accordance with legal requirements and Universal Destinations and Experiences (UDX) standards. Key liaison for UKR security operations and initiatives, effectively communicating pressing information and enforcing Universal procedures and regulations.

JOB RESPONSIBILITIES:

• Manages all Security operations for UKR including Team Member performance as it relates to all aspects of Uniformed Security for both internal and third-party, including oversight of Guest and Team Member screening managed by a third-party vendor. Serves as the primary contact for all third-party security and Frisco Law Enforcement to maintain security requirements, aligning with Texas state law. Acts as law enforcement liaison for shared intelligence and coordination for emergency response and planning in partnership with UKR Leadership and UDX stakeholders.
• Coordinates all Law Enforcement and security requirements for daily and long-term security efforts to support special events and Entertainment Production efforts. Assists in the successful application of all Emergency Management planning and implementation. Responsible for enforcing all departmental policies as they pertain to the safety and security of Guests, Team Members, and company assets in alignment with UDX policies and procedures. Provides administration and management of automated and technical security systems and equipment designed to monitor, control, and safeguard Guests and Team Members, their property, and physical assets of UKR.
• Responsible for the hiring, training and development of leadership team. Directly oversees the Assistant Managers while leading, coaching and mentoring hourly Team Members by providing feedback on performance. Ensures management team is meeting all objectives and accountabilities. Drives and executes plans for Security team that directly affect Team Member satisfaction (TSAT), Guest satisfaction (GSAT), and safety standards while utilizing existing tools to measure and monitor performance against targets. Develops appropriate action plans to achieve or exceed targets.
• Analyzes daily Finance flash reports, GSAT and Guest Comment reports, incident reports and video to stay in tune with the guest experience and establishes strategic plans based on observed trends. Partners with the Safety & Security Director to prioritize discretionary and capital planning. Develops and adheres to labor and non-labor budgets and looks for ways to improve overall efficiency of Security operations.
• Responsible for providing resort-wide duty manager coverage depending on scheduled shift. Duties will include responding to escalated incidents, down times, weather conditions, and effectively communicating across Security, Operations, and UKR Leadership. Collaborates across departments to ensure operational decisions, changes to standard operating procedures, and focus on operational efficiencies are communicated and implemented.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

• Supervises an Exempt team

ADDITIONAL INFORMATION:

• Must be able to be available to respond to emergencies or tactical situations 24 hours a day.
• Ability to handle sensitive or controversial matters on a frequent and recurring basis.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Must be able to work a flexible and varying schedule based on business needs.
• A background check is mandatory, and results must meet Universal Destinations and Experience’s background check criteria.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Ability to administer CPR and/or First Aid with proper operation of an AED (Automated External Defibrillator).
• Basic computer proficiency and strong communications skills.
• Strong verbal and written communication skills.
• Ability to maximize efficiency and working procedures.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Required to successfully attend and pass all recurring mandatory/legal licenses and certifications as a condition of employment.

EDUCATION:

• Bachelor’s degree in a related field is preferred.

EXPERIENCE:

• 5+ years of Security or Investigations experience is required with 3+ years of supervisory experience; or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Kids Resort via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Kids Resort HR/Recruitment will be deemed the sole property of Universal Kids Resort. No fee will be paid in the event the candidate is hired by Universal Kids Resort as a result of the referral or through other means.

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Universal Kids Resort is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE.