Operations Integration Manager

Storytelling is, and will always be, the heart of what we do at Skydance.

Our vision is to build a thriving entertainment ecosystem where stories and worlds are imagined, brought to life and experienced. We create for every age and audience, anchored by the strength of our content and experiences and the depth of our connection with fans. We are creator-first, audience-focused, tech-forward, globally scaled.

Here, you’ll work with talented teams that move fast, think boldly and collaborate with purpose to deliver results. We aim high, champion the best ideas and win together, earning the trust of our employees, creators, partners and audiences every day.

If you’re energized by the opportunity to help build the next-generation global media and entertainment company powered by creativity and technology, we’d be thrilled to welcome you aboard. LET’S GO!

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From the phenomenally successful Warner Bros. Studio Tours in London, Hollywood, and Tokyo, to flagship retail stores in New York, Chicago and Tokyo, the next exciting addition to this collection is Warner Bros. Studio Tour Shanghai - The Making of Harry Potter, a completely new experience for Harry Potter fans in China. 

Located in the heart of the city, Warner Bros. Studio Tour Shanghai – The Making of Harry Potter is an indoor attraction designed to transport visitors into the world of filmmaking, revealing production secrets through interactive experiences, showcasing stunning sets, and displaying beautifully crafted props. 

This new attraction will deliver the Studio Tour values of exceptional customer service, experiences that exceed visitors’ expectations and the very best in Harry Potter retail.

Warner Bros. Studio Tour Shanghai will be operated in partnership with Jinjiang International (Holdings) Co., Ltd, a State-Owned Enterprise, ensuring a world-class experience for all who visit.

Your New Role

As the cross-functional coordination hub reporting directly to the Chief Operations Director, connect the day-to-day workings of Facilities & Security, Visitor Experience, F&B, Show Technology and Show Experience, ensuring smooth flow of information, process and resources across departments. Own consolidated operations data analysis, sales & marketing delivery alignment, and SOP maintenance with version control, providing the COD with data and process support for decision-making. Lead the Operations Coordinator, establish meeting, duty and escalation mechanisms, drive closed-loop issue resolution and continuous improvement, and ensure WBSTS operates as a cohesive unit under high footfall.

1. 岗位设置目的Job Objectives:

作为运营总监直辖的跨部门统筹协调中枢，负责打通设施安防、访客体验、餐饮、演艺设备、演出各线的日常运作衔接，确保信息、流程与资源在部门间高效流转。承担运营数据汇总分析、销售与市场落地对接、SOP 维护与版本管理等职能，为运营总监决策提供数据与流程支撑。带领运营整合协调员，建立例会、值班与升级机制，推动问题闭环与持续改进，保障 WBSTS 在大客流场景下整体运营协同顺畅。

2. 主要岗位职责Duties & Responsibilities:

(1) 跨部门运营协调 Cross-Departmental Operations Coordination

·       统筹各部门日常运作衔接，跟踪开馆、营业、闭馆关键节点，识别并打通跨部门堵点。Coordinate day-to-day hand-offs across departments, track pre-opening, in-session and closing milestones, and identify and unblock cross-functional bottlenecks.

·       建立运营例会、值班交接与升级机制，确保问题登记、流转、催办、复盘闭环。Establish operations meetings, hand-over and escalation mechanisms, ensuring issues are logged, routed, chased and reviewed to closure.

·       在大客流、节庆活动、团客接待场景下统筹跨部门人力与资源调度。Coordinate cross-departmental manpower and resource deployment during high footfall, themed events and group arrivals.

·       积极巡逻现场，向上级及时同步现场风险、异常与改善建议。Actively patrol all operation area, escalating on-site risks, anomalies and improvement recommendations.

(2) 运营数据与经营分析 Operations Data & Commercial Analysis

·       汇总各业务线运营数据，编制日报、周报、月报，跟踪客流、服务、事件与成本指标。Consolidate operational data from all business lines and compile daily, weekly and monthly reports covering attendance, service, incident and cost indicators.

·       分析运营数据趋势，识别异常波动并推动责任部门排查整改。Analyse operational data trends, flag anomalies and drive responsible departments to investigate and rectify.

·       与销售、市场对接团客、散客、节庆活动的落地节奏，提前输出运营准备方案。Align with Sales and Marketing on group, individual and event delivery calendars, producing advance operational-readiness plans.

·       维护运营数据口径与指标字典，确保跨部门数据一致可比。Maintain operational definitions and the metrics dictionary to ensure consistent, comparable data across departments.

(3) SOP 维护与流程管理 SOP Maintenance & Process Management

·       建立并维护全场运营 SOP 库，负责版本登记、发布、培训宣贯与过期回收。Build and maintain the site-wide SOP library, owning version control, release, training roll-out and retirement of obsolete documents.

·       组织跨部门 SOP 评审与修订，确保流程与实际运营、法规要求同步更新。Organise cross-functional SOP review and revision to keep processes in line with actual operations and regulatory changes.

·       推动新流程、新项目的落地测试与复盘，沉淀标准化操作文档。Drive piloting, review and documentation of new processes and projects into standard operating procedures.

·       管理运营整合协调员，负责其工作分配、指导与绩效反馈。Manage the Operations Coordinator, owning task allocation, coaching and performance feedback.

(4) 项目支持与持续改进 Project Support & Continuous Improvement

·       协助运营总监推进跨部门改善项目、开业筹备与重大活动保障。Support the COD in cross-functional improvement projects, pre-opening readiness and major-event coverage.

·       组织运营复盘会，沉淀经验教训并跟踪改进行动项闭环。Run operations review meetings, capture lessons learned and track follow-up actions to closure.

·       跟踪行业运营整合最佳实践，推动工具、表单与数字化运营流程优化。Benchmark best-practice operations-integration methods and drive optimisation of tools, forms and digital workflows.

·       保持积极抗压的工作态度，完成运营总监交办的其他工作。Maintain a positive, resilient attitude under pressure; complete other ad-hoc tasks assigned by the Chief Operations Director.

3. 岗位技能及要求Required Qualifications：

(1) 教育背景及经验要求Educational background and Experience

·       本科或大专及以上学历，旅游管理、酒店管理、工商管理、运营管理等相关专业优先。Bachelor's or College degree or above; Tourism, Hotel Management, Business Administration or Operations Management preferred.

·       5–8 年主题乐园、度假区、高端酒店或大型展馆运营管理经验，其中 3 年以上团队管理或项目统筹经验。5–8 years operations management in theme parks, resorts, luxury hotels or large exhibition venues, with minimum 3 years team-management or project-coordination experience.

·       具备跨部门协调、运营分析或流程优化岗位实操经验。Hands-on experience in cross-functional coordination, operations analysis or process improvement roles.

·       熟悉办公软件、运营报表与数据看板工具；可使用基础 Excel 函数与图表分析。Familiar with Microsoft Office, operations reporting and dashboard tools; able to use basic Excel functions and charts for analysis.

·       基础英文读写能力，可阅读 SOP、邮件并对接全球总部模板优先。Basic English reading and writing for SOPs, emails and global HQ templates is preferred.

(2) 技能要求Skills & Capabilities

·       跨部门沟通与冲突协调能力，可在多部门诉求间推动共识与决策落地。Cross-functional communication and conflict-resolution skills to drive consensus and decisions across competing departmental priorities.

·       运营数据分析与报表编制能力，可独立完成周报、月报与专题分析。Operations data analysis and reporting skills to independently produce weekly, monthly and ad-hoc analytical reports.

·       SOP 与流程文档编制、版本管理经验。Experience in SOP and process documentation with version control.

·       项目统筹与多任务并行管理能力，可同时推进多个跨部门改善事项。Project-coordination and multi-tasking ability to run several cross-functional improvement streams in parallel.

·       熟练使用 Excel、PPT、邮件协同及在线协作工具。Proficient in Excel, PowerPoint, email and online collaboration tools.

(3) 能力要求Competencies

·       服务意识与访客导向，理解所有协调工作最终服务于访客体验。Service mindset and guest orientation, understanding that all coordination ultimately serves the guest experience.

·       细致严谨，对数据准确性、流程闭环与文档规范有高要求。Meticulous and rigorous, with high standards for data accuracy, closed-loop processes and documentation.

·       抗压能力强，可在大客流、多事件并行环境下保持条理清晰。Calm under pressure, staying organised during high footfall and multiple concurrent issues.

·       沟通亲和力强，善于在部门间建立信任与协作关系。Strong interpersonal skills to build trust and working relationships across departments.

·       适应周末、节假日及节庆活动期间运营值班节奏。Adaptable to weekend, public-holiday and event-period duty rosters.

Shanghai Joint Venture Employment:

Please note that this position is employed through Warner Bros.’s joint venture with Jin Jiang International (Holdings) Co., Ltd. The joint venture entity is Shanghai WB Jinjiang Studio Tour Co., Ltd. Successful candidates will be hired by the joint venture company and assigned to work with Warner Bros. as required for this project.

About Skydance

Skydance is a next-generation global media and entertainment company, comprised of three business segments: Studios, Direct-to-Consumer, and TV Media. Skydance's portfolio unites legendary brands, including Paramount, Warner Bros., HBO and HBO Max, Paramount+, Pluto TV, CBS, CNN, CBS Sports, TNT Sports, Nickelodeon, Cartoon Network, MTV, Food Network, BET, HGTV, and Comedy Central.

Some Important Details

We embrace the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit. In line with the laws of the country or region in which the role is based, this includes consideration without regard to race, color, ethnicity, national origin, citizenship status, religion or belief, sex, gender, gender identity or expression, sexual orientation, age, marital status, pregnancy, parenthood, physical or mental disability, genetic information, military or protected veteran status, union status or any other category protected by applicable law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.