Director, Creative Operations – Global Brand & Commercial

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Universal Destinations & Experiences
Job ID: 667001
Category: Marketing & SalesMarketing & Sales,
Career Type: Regular (Full-Time)
Location: Orlando, FL

Orlando – Professional Generic

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Here you can
innovate.

Be part of a team that is proud to collaborate, develop, and deliver the most compelling entertainment experiences imaginable – both in our parks and behind the scenes!

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Job Description & Requirements

JOB SUMMARY:

The Director, Creative Operations serves as a strategic operational partner to the head of Global Brand as part of the centralized Commercial Operations & Analytics organization. This role enables a modern creative operating model designed to scale global brand storytelling, high-volume content production, executive creative reviews, and cross-functional marketing delivery.

The role will work in close partnership with Creative leadership and key cross-functional partners to bring a strategic approach to creative operations, creating clearer workflows, stronger planning visibility, smoother approvals, and end-to-end alignment across the Brand Creative Studio. This role will help ensure Creative’s needs are represented in broader platform, content supply chain, personalization, and transformation efforts, while preserving Creative leadership’s ownership of strategy, brand standards, and creative quality. Instead, the role provides the operational structure, visibility, and coordination that allow creative teams to focus on bold ideas, brand stewardship, and business impact.

MAJOR RESPONSIBILITIES:

Operational Partnership with Creative Leadership
- Serve as a close operational partner to creative leadership, helping translate priorities into clear operating plans, decision paths, follow-through, and cross-functional alignment.
- Provide visibility into key Brand Creative Studio workstreams, workflow bottlenecks, approval status, operational risks, and dependencies requiring leadership attention.
- Help prepare for executive reviews, creative decision meetings, escalation discussions, and cross-functional leadership forums.
- Ensure issues requiring EVP or Creative leadership attention are surfaced with the right context, options, and recommended next steps.
Brand & Creative Studio Workflow Governance
- Establish and maintain consistent operating rhythms, intake practices, workflow standards, review processes, and escalation paths across Brand & Creative Studio work.
- Partner with Platform Operations, Scrum Masters / Creative Delivery Leads, Program Managers, and Project Managers to optimize workflows across Workfront, DAM, proofing systems, and related workflow platforms.
- Identify process and technology gaps, workflow bottlenecks, duplicated efforts, unclear handoffs, and approval inefficiencies; lead improvements that increase visibility, consistency, and speed.
- Support documentation of roles, responsibilities, handoffs, decision rights, governance forums, and approval pathways.
Planning, Demand & Capacity
- Partner with Portfolio Management, Agency Management, Program Management, Project Management, and Scrum Masters / Creative Delivery Leads to surface Brand Creative Studio demand, capacity constraints, sequencing risks, workflow dependencies, and operational needs into centralized planning processes.
- Provide Brand Creative Studio operational inputs into portfolio planning, annual planning, roadmap development, and initiative sequencing.
- Help ensure Brand Creative Studio teams are engaged early in planning cycles so creative strategy, production needs, review timing, and approval requirements are incorporated into realistic end-to-end plans.
- Support holistic resource and capacity planning by providing visibility into creative demand and operational constraints, while centralized planning and prioritization remain owned through the broader Commercial Operations model.
Content Operations, Platform & Transformation Support
- Represent Brand Creative Studio needs in broader IT, workflow, platform, content supply chain, personalization, and transformation initiatives.
- Partner with platform, technology, and operations teams to ensure creative requirements are understood and incorporated into future-state tools, processes, and workflows.
- Support modernization of creative operations, including opportunities related to personalization, modular content, digital asset management, approval automation, and enterprise workflow transformation.
- Translate operational pain points into actionable process, platform, governance, and change management improvements.
Executive Reviews, Approvals & Escalations
- Ensure executive review processes are well-structured, clearly sequenced, and supported with appropriate preparation, materials, timing, and stakeholder alignment.
- Partner with Program Managers and Project Managers to ensure creative approvals are integrated into end-to-end timelines and do not become late-stage blockers.
- Support escalation pathways to the EVP, Global Creative and Brand & Creative Studio leadership when decisions, tradeoffs, or priority calls are needed.
- Ensure Marketing Assurance workflows are coordinated effectively with creative routing, stakeholder review, legal/IP/compliance processes, and final approval readiness.
Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities.
Perform other duties as assigned.

QUALIFICATIONS:

Strong understanding of creative operations, brand operations, content operations, production workflows, and enterprise marketing delivery.
Experience partnering directly with senior creative, brand, marketing, or business executives, preferably in a large matrixed organization.
Demonstrated ability to translate executive priorities into clear operating plans, workflows, decision paths, and follow-through.
Experience supporting or improving creative workflows across intake, planning, production, review, approval, asset management, and delivery.
Knowledge of content supply chain, personalization, modular content, digital asset management, workflow automation, and/or marketing transformation initiatives.
Experience with workflow and collaboration platforms such as Workfront, DAM systems, proofing tools, creative workflow tools, or similar enterprise platforms.
Strong understanding of portfolio, program, and project management practices, including how creative work connects to broader business priorities, timelines, budgets, and resource planning.
Ability to identify workflow bottlenecks, unclear handoffs, duplicated efforts, approval gaps, and operational risks, and translate them into practical solutions.
Strong executive communication skills, including the ability to prepare leaders for reviews, decision meetings, escalation discussions, and cross-functional forums.
Proven ability to influence across creative, marketing, operations, technology, platform, production, and project delivery teams.
Ability to bring structure, clarity, and operating discipline to complex environments without slowing down creativity or adding unnecessary bureaucracy.
Strong facilitation, problem-solving, stakeholder management, and change management skills.
Ability to operate with discretion, anticipate leadership needs, and surface issues with appropriate context, options, and recommended next steps.
Collaborative leadership style with a focus on transparency, accountability, continuous improvement, and business impact.
Familiarity with legal, IP, compliance, stakeholder review, and marketing assurance workflows preferred.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.

EDUCATION:

Bachelor’s degree in Marketing, Communications, Business Administration, Creative Operations, Advertising, Media Production, Digital Marketing, Project Management, Operations Management, or a related field required.
Master’s degree in Business Administration, Marketing, Communications, Organizational Leadership, or related field preferred.

EXPERIENCE:

8+ years of experience in creative operations, marketing operations, content operations, production operations, program management, project management, or related enterprise marketing functions.
3+ years of experience supporting or leading operational processes for creative, brand, production, digital, UX/UI, content, or marketing delivery teams.
Experience partnering directly with senior creative, brand, marketing, operations, technology, or business leaders in a matrixed organization.
Experience managing or improving creative workflows across intake, planning, production, stakeholder review, executive approval, asset management, delivery, and post-launch optimization.
Experience working with portfolio, program, and project management teams to connect creative work to broader business priorities, timelines, budgets, dependencies, and capacity planning.
Experience supporting executive review processes, leadership forums, creative approvals, escalation management, and cross-functional decision-making.
Experience with workflow and collaboration platforms such as Workfront, DAM systems, proofing tools, creative workflow systems, project management tools, or similar enterprise platforms.
Experience supporting content operations, content supply chain, personalization, modular content, digital asset management, workflow automation, or marketing transformation initiatives preferred.
Experience identifying process gaps, workflow bottlenecks, unclear handoffs, approval inefficiencies, and operational risks, then translating them into practical process improvements.
Experience leading through influence across cross-functional teams, including Creative, Brand, Marketing, Production, UX/UI, Legal/IP, Compliance, Technology, Platform Operations, Portfolio Management, Program Management, and Project Management.
Supervisory, people leadership, or matrixed team leadership experience preferred.
Experience in travel, hospitality, entertainment, media, theme parks, consumer brand, agency, or high-volume creative production environments preferred.
; 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 Orlando 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 Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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Universal Creative EJDs – ONLY
Brand Pillars

Our Brand Pillars

These pillars are the foundation of Universal Creative and reflect the values we embody every day.

We are Innovative

We innovate the future. We push the envelope by fusing art and technology to create immersive and unforgettable experiences.

We are Empowered

We push ourselves to be our best. We lead change and solve problems, because the next thing we do should always be better than the last thing we did.

We are Authentic

We want you to be you. We believe that the unique and bold spirit of our team is what fuels our unbridled creativity and unparalleled innovation.

Spice Up Your Career

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Work shoes
Opportunity for cross training and working in exciting new venues
Meal vouchers
Opportunities to advance, based on skill and available positions, to a full-time career in Culinary

Internships with Universal Orlando

At Universal Destinations & Experiences (UDX), interns gain real-world learning experiences through meaningful project work, and intentional networking opportunities all while building their professional network within one of the world’s top entertainment destinations. UDX internships provide:

Paid opportunities to grow your career
The chance to learn from talented industry professionals and make a valued impact on our Team Members and guests
Access to exclusive professional development events designed for interns
Eligibility for financial assistance towards housing may be applicable. Specific details about eligibility would be provided at the time of offer

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Quick Service Associate
Food & Beverage Stocker
Barista
Food and Beverage Cash Coordinator
Host/Hostess
Tipped Busser
Tipped Food Runner
Barback
Waitperson
Bartender
Steward (Dishwasher)
Line Cook
Senior Cook
Chef Assistant

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Human Resources
Facilities Management
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Community Relations
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Island Overview

Team Members working as Lifeguards at Volcano Bay

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If you love to have fun and thrive in a fast-paced environment, look no further than our opportunities in Quick Service Food and Beverage. From keeping our Food and Beverage carts well stocked to bringing smiles to guests in our Quick Service Restaurants located across our three parks and CityWalk, there is never a dull day. Come satisfy your appetite for opportunity in the following roles:

Quick Service Associate
Stocker
Barista
Cash Coordinator

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Universal’s annual Mardi Gras celebration takes you beyond the bayou with an awesome party inspired by New Orleans and the best Carnaval celebrations from around the globe. Enjoy a parade and catch beads, sample culinary delights from around the word, enjoy live music and concerts and get your party on all at Universal’s Mardi Gras! Come be a part of our team and party with us in these select roles:

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Event Guide
Food and Beverage

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Turnstile Attendant
Vacation Planner
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Our Revenue Operations Team Members and their Leaders make a lasting impact on our Guest’s experience at Univer- sal Orlando Resort. From Merchandise to Food and Beverage, our Revenue Operations Leaders assure that operations run smoothly creating the best environment for our Team Members and Guests. Bring your leadership skills to the Revenue Operations team in one of the following departments:

Merchandise
Food and Beverage

A Look at Universal Epic Universe

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Celestial Park is the cosmic heart of Universal Epic Universe, where wondrous discoveries await among the lush greenery, tree-lined walkways and dancing fountains. Begin your cosmic journey of discovery in a world between worlds full of sensory delights for all to enjoy together.

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Universal Creative Internship Video Transcript

[Ariel] The Universal Creative internship program is full of extraordinary opportunities for interns to gain hands-on work experience. [Jeff] Ever since I was a little kid, I always wanted to take part in designing spaces that creates some of the fondest memories for people. [Griffin] The idea of blending technology, engineering, and storytelling really spoke out to me. And I wanted to be an environment where I could learn for those who really know what they're doing. [Ariel] I looked and the job description was amazing. It was literally everything that I've ever wanted out of an internship. [Ana] Some of the cool things that I've been able to do is see a lot of behind the scenes about how the park is run, and just envisioning the future worlds of tomorrow. It's been a really cool experience just to see what's coming up. [Carey] I've done some really cool attraction walkthroughs. I've got to walk through Hulk and Kong Skull Island and Forbidden Journey, and those were really incredible experiences. [Griffin] I think the cool thing about the Universal Creative internship is, you have a lot of opportunities to work with others and do what you want to do. [Jeff] I never expected any sort of company to be like this. [Emily] I really feel like I can be myself here. Everyone's been so opening and welcome. I don't have to put on a mask. I don't have to be somebody that I'm not. I can just be my genuine, authentic self. [Carey] I would say the culture at Creative is really a community and teamwork based. [Ariel] Everyone's so invested into the interns, and that's something unique. [Ana] You can ask a question and you'll always get an answer. [Tyler] Everyone's always happy and I'm willing to help you out when you're trying to learn something new, or you don't know how to do something. [Griffin] And as a student, it's very important to get that career guidance as you go on through more classes, and it's been a really great opportunity to get that in a very open environment. [Carey] For future interns, I would just say network and learn as much as you can. It's a really incredible opportunity and everyone wants to help you out. [Emily] Embrace your time here. Take advantage of your time here because it goes by so fast. [Ana] There's no such thing as you're only doing one job here. [Griffin] You have a lot of opportunities to go outside of your scope of work as an intern. So use it as an opportunity to absorb everything like a sponge. [Ana] Join the Universal Creative team. The possibilities are endless.

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Team Member Journey

“Universal is always finding ways to improve and separate from the rest. A lot of the Chefs here are like family to me. We have a caring culture and a disciplined one as well. We set up systems to ensure we are ready for success no matter what comes our way. I love working here, and as I continue to grow I will never forget the feeling of the teamwork I had when I started here 13 years ago. I carry that everywhere I go.”

Chef Johnathan Restaurant Chef

Johnathan’s Career Journey

2006

Busser
Line Production Cook

2007
2008

1st Cook
Sous Chef

2015
2018

Restaurant Chef

Team Member Journey

“What has excited me to stay with Universal Orlando Resort is the opportunity for growth and the recognition I have received in the short amount of time I have been with the company. Universal is a great place to grow and develop. If you make your career goals clear to your management team, they will provide the assistance to guide you towards success.”

Chloe Barback

Chloe's Career Journey

2017

Service Line
Food Runner

2017
2018

Food and Beverage Cash Coordinator
Barista

2021
2022

Barback

Team Member Journey

“I was always a fan of Universal Orlando Resort and visited the parks frequently growing up, so when I was ready for my first job while in high school, I knew this was the place I wanted to be. But I never imagined that my part-time job would turn into an exciting career! The ability to grow within the organization is one of the things I love most about Universal Orlando. Growth is an important part of the culture and no matter where you begin your journey, there’s opportunity to explore different areas and find your passion. I also love that there’s always something new and exciting happening at our destination for guests, including new attractions, events and more. The constant rollout of innovative new experiences makes it extremely fun and rewarding to be a part of the team!”

Kristen

Director, Public Relations

Kristen's Career Journey

2001

Ride & Show Attendant (The E.T. Adventure)
Public Relations Intern

2006
Spring & Summer 2007

Event Management Temporary Assignment
Corporate Sales Coordinator

Fall 2007
2008

Public Relations Coordinator
Public Relations Representative

2010
2013

Manager, Public Relations
Sr. Manager, Public Relations

2019
2023

Director, Public Relations

Team Member Journey

“When visiting the parks, every Team Member I spoke to expressed how much they loved working at Universal, and their love for the company is what encouraged me to apply. Now after being a part of the Universal family for the past six years, I cannot stress enough how much they value their Team Members. Here they want you to be successful and they provide the training and resources to help.”

Jonathan Supervisor, Utilities

Jonathan’s Career Journey

2014

Electrical Tech II
Electrical Tech II

2016
2017

Technical Services – Utilities Coordinator
Apprentice Supervisor

2020
2022

Supervisor, Utilities

Team Member Journey

“One of the best parts of my role is reflecting on moments where I’ve had the opportunity to be a part of Team Member’s or Guest’s joy and fulfillment. In addition, the family-oriented culture we’ve cultivated at Universal’s Volcano Bay – as well as having the opportunity to launch the world’s first Water Theme Park (that is continuously rated one of the top water parks in the world) – is what keeps me motivated and fuels my passion for my role.”

LaQuindell Supervisor - Volcano Bay Operations

LaQuindell's Career Journey

2011

Attendant, Park Services-Universal’s Wet n Wild
Supervisor, Park Services-Universal’s Wet n Wild

2012
2017

Supervisor, Park Services-Grand Opening Team Universal’s Volcano Bay
Supervisor, Aquatics/ Park Operations-Universal’s Volcano Bay

2018
2020

Supervisor Park/Operation Services Universal’s Volcano Bay

Team Member Journey

“Universal Studios was a huge part of my childhood growing up, introducing me to some of my favorite films like Back to the Future. As an adult, the development of interactive wands for The Wizarding World of Harry Potter™ really opened my mind to the possibilities for creative applications of interactive technology. Since working at Universal Creative, it has become clear why such innovative experiences are not only possible but encouraged. Our work culture is incredibly inclusive and motivating of outside the box thinking and collaboration which leads to world class experiences for our guests. Additionally, the work environment at Universal Creative has been critical to my personal career development. I am regularly encouraged to ask questions, to take creative ownership of my work, to seek out development opportunities for my skills, and to collaborate with my peers across the company. I’ve had the honor of working on multiple world class experiences with Universal Creative and I’m eagerly looking forward to the next challenge.”

Anthony

Software Developer, Universal Creative

Anthony's Career Journey

2016

Intern, Engineering
Technical Coordinator

2017
2017

Associate Software Developer
Software Developer

2020

Team Member Journey

"To me, Universal is a community of passionate, knowledgeable people who are driven to create great impact for our guests and Team Members. In an environment like this, the work I do and the people with whom I have the privilege of partnering makes daily work feel interesting and exciting. I always say I could do what I do for a living anywhere, but I am privileged to do this work here. Our culture allows for learning and movement, and I’ve been lucky to grow by learning from a variety of experiences, including internships, mentoring, park shifts, Team Member advocacy and event support, volunteering, and Diversity, Equity, and Inclusion Team Member Resource Groups. When I ask, “Can I learn about your team and what you do?” I am always given an enthusiastic, welcoming response by leaders across our universe. As I’ve grown here, I’ve watched Universal also grow - opening new parks, rides, and restaurants; growing our footprint across the world; and introducing innovative and cool experiences. It feels like it is always an exciting time to be here, and I can’t wait to be a part of the amazing things we’ll do next!”

Anisa

Sr. Manager, Organizational Development (Former UO Intern)

Anisa's Career Journey

2005

Intern in Organizational Development
Assorted work around HR

2006
2007

Talent Acquisition Interviewer
Rep, Org Development

2008
2011

Sr Rep, Org Development
Specialist, Org Development

2013
2016

Manager, Org Development
Sr Manager, Org Development

2019

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A Universe of Global Opportunities

Universal Orlando Resort is an all-in-one entertainment destination that includes Universal Studios Florida, Universal’s Islands of Adventure, Universal’s Volcano Bay, Universal CityWalk and Universal Orlando Resort hotels. We bring unforgettable experiences alive for our guests, immersing them in legendary stories, fantastic journeys, exciting nightlife and more.