华纳兄弟探索
Chief Operations Director
Chief Operations Director
发布于 大约 15 小时前高层管理(VP/总经理/CEO)
上海市
高级经验
全职员工
仅现场办公
学历未注明
运营管理
双语沟通
商业策略
团队领导力
安全管理
客户体验
运营管理
项目管理
预算管理
旅游娱乐
AI 估算 · 50k–90k
上海运营总监岗位，国际品牌+顶级IP，要求双语和丰富管理经验，薪资有竞争力
职位详情
关于这个职位
作为华纳兄弟探索公司旗下上海哈利波特制片厂之旅的运营总监，您将全面负责游客体验的各个环节，从接待到送别，打造超预期的沉浸式体验
您需要领导运营团队，确保安全管理、预算控制、商业合作等高效运转，同时推动季节性活动和持续改进，以吸引游客重复参观
这是一个兼具战略规划与现场管理的关键岗位，适合在文化旅游行业有深厚经验的资深管理者
最低要求
Senior Management Experience in a relevant industry, with a strong operational and strategic track record.
Bilingual Communication Skills: Fluent in both Chinese and English, with excellent verbal and written communication abilities.
Customer-focused mindset with a passion for delivering exceptional experiences.
工作职责
Primary Responsibilities:
Lead the Operations Department and Visitor Experience team to deliver the highest levels of customer service and engagement. Ensure that the visitor experience, from the first contact point to the last, excites our visitors, exceeds their expectations and encourages repeat visits.
Forward planning to ensure that the Operations strategy is met and developed, bringing the Tour to life, including seasonal activities and events and continually making improvements to create a reason for visitors to re-visit.
Manage a large and diverse group of staff and optimize operational efficiency. This role is the primary management position for running the Tour operation and will be based at the Tour fulltime including evenings and weekends as required.
Ensure the safety of all our visitors and staff.
Essential Customer:
Ensure that the experience at WBSTS exceeds visitor expectations by delivering consistent, high levels of presentation, through both the staff and the exhibit (internal and external, including signage and way finding)
Set service level standards/agreement across WBSTS functions and monitor delivery ensuring operational readiness of all aspects of the experience.
Project management for specific projects to drive the experience forward and secure repeat visits.
Ensure a professional, friendly and helpful bookings service to trade and consumer clients. Handle all visitor enquiries and complaints correspondence to a high standard of customer satisfaction and within set timescales
Benchmark the visitor experience externally, bringing new learning and setting industry leading standards within the Tour.
Network and promote WBSTS within the local tourism community and the visitor attraction industry.
Champion the needs of the customer in all areas and across all departments of the WBSTS
Lead the creative development of the Tour, channelling the best ideas from concept to delivery.
Operation:
Support and develop managers and ensure that all Visitor Experience functions are delivered to service standards, including interpretation, bookings service, customer care, car parking, wardrobe etc.
Work closely with Facilities and Health & Safety to ensure the facilities and show experience technology work smoothly to enhance visitor experience
Work closely with colleagues in the senior management team of WBSTS.
Reporting of all Visitor Experience activities to pre-determined key performance indicators, including recommendation, planning and implementation for continual improvement.
Work with Finance team to ensure accuracy of all reporting.
Responsibility for till reconciliation and cash control from Visitor Experience activities.
Work within the defined processes and procedures.
Develop communication procedures across the team and Tour. Everyone should feel well informed.
Management and Leadership:
Responsible for staff recruitment, engagement, training, development and performance management, developing a high performing team at all levels
Provide support to the Head of Operations to run a Rota for Operational Duty Management and Studio Tour Management team duty cover.
Provide Duty Management training to other departmental managers.
Manage reporting of incidents to relevant external authorities and Executive management through a set communications tree.
Provide support to the Customer Service Manager and develop the contact centre, ensuring the best level of response times and customer care.
Ensure Emergency Procedures including building evacuation, incident management and first aid provision are in place, continually reviewed, practiced and maintained.
Manage third-party contracts including but not limited to; cleaning, security and F&B;
Work with Security to ensure the third-party security contract is managed effectively to meet the Tours requirements.
Management of music licences, ensuring legal sign off and appropriate rights are always in place.
Ensure through created processes that sets, props, costumes and assets are serviced and maintained and where required audited.
Manage operational/visitor related projects in relation to show (experience)
Champion Diversity, Inclusion and sustainability initiatives for WBSTS.
Working closely with the WBSTS Marketing department to maximise ticket sales.
Finance:
Manage Operations and admissions income budgets, delivering outcomes within budget. Plan and report on budgets and forecasts.
Ensure the ticketing procedure and policy allows maximum ticket yield.
Manage all Operations expenditure budgets.
Manage staffing budget to ensure attraction is appropriately staffed for the visitor numbers, profitable and targets are met.
Management of operational capex.
Commercial:
Work with F&B & Events to develop event calendar and commercial strategy
Work with the F&B partner to drive strong per caps, visitor satisfaction and value for money ratings across all food and drink outlets
Ensure legally compliance with third-parties, including food safety, quality and service.
Oversee the commercial P&L for events, F&B, paid photography and digital guides
Lead the strategic development of secondary spend options throughout the Studio Tour
AI 洞察
优缺点分析
优点
- 国际顶级IP背书：哈利波特品牌全球影响力巨大，工作经历含金量高，助力职业发展
- 丰富的管理权限：负责全流程运营、商业策略和团队建设，能充分锻炼综合管理能力
- 行业领先平台：华纳兄弟提供完善的培训、福利和国际交流机会，有明确晋升通道
- 核心位置：工作地点位于上海市中心，交通便利，且是中国首个同类项目，职业稀缺性强
- 多方利益协调：需要与政府、合资方、第三方供应商（安保、餐饮等）紧密协作，沟通复杂度高
- 高标准期望：总部和游客对体验品质要求极高，任何失误都可能影响品牌声誉，容错空间小
- 适合拥有10年以上大型文旅或服务业运营管理经验、擅长团队领导与商业统筹、能适应快节奏和多文化环境的高阶管理者
缺点 / 挑战
- 高强度工作节奏：需根据业务需要加班和周末工作，尤其在节假日和旺季压力较大
角色解读
- 纵向晋升：可向区域副总裁或总经理发展，负责更多中国区域或亚太区业务
- 横向拓展：未来可转向华纳兄弟其他业务（如电影主题公园、实景娱乐）或跳槽至国际文旅集团（如迪士尼、环球）
- 专业深化：成为文旅行业运营专家，专注于高端体验设计和数字化转型
- 全面负责上海哈利波特制片厂之旅的日常运营，包括游客体验、接待服务、安保卫生等，确保流程顺畅
- 制定并执行运营策略，策划季节性活动和项目改进，提升游客满意度和重游率
- 领导近千人的运营团队，管理招聘、培训、排班及绩效，打造高绩效部门
- 与市场、财务、餐饮等协作，推动票务销售、商业收入（餐饮、摄影等）和成本控制
- 深厚的运营管理经验：至少10年以上大型文旅、主题乐园或高端服务业管理背景，有战略规划能力
- 卓越的双语沟通能力：中英文流利，能撰写报告、跨部门协调并与国际团队高效沟通
- 客户导向思维：精通服务标准制定、投诉处理和品质监控，能创造超预期体验
- 财务与商业敏锐度：能管理数百万预算，分析损益表，通过餐饮、零售等渠道提升营收
申请策略
- 在求职信中强调对娱乐产业的热爱和对高品质体验的追求，与公司“故事讲述”文化契合
- 准备一个具体的“游客体验提升方案”案例，展示系统思维和创新力
- 突出过往在主题乐园、旅游景点或高端零售/酒店业的管理经验，强调直接负责过大型运营项目
- 量化成绩：例如“带领团队实现游客满意度提升X%”，“年营收增长Y%”或“成功策划爆款活动”
- 强调中英文双语能力，最好提供具体应用场景（如全英文汇报、外方谈判）
- 列出与财务、安全、合同管理相关的成果，展示你不仅懂运营，也擅长商业控制
- 建议熟悉中国本地文旅行业法规（如旅游法、消防标准）和学习数字化运营工具（如Salesforce、ERP）
- 提前了解华纳兄弟的企业文化和哈利波特粉丝文化，以便在面试中展现共鸣
面试指南
- STAR法则：描述情境(Situation)、任务(Task)、行动(Action)、结果(Result)，突出数据化成果
- 结构化思考：先分析问题根源，再提出分阶段解决方案，最后说明如何监控和调整
- 领导力案例：强调授权、培训和跨部门协作，展现团队建设能力
- 请描述一个你成功提升游客满意度的案例，你是如何衡量效果的？
- 如何平衡运营成本与高品质体验？举例说明
- 在高峰日（如国庆节），你如何确保所有环节安全顺畅？
- 你如何激励和培养下属，特别是面对跨文化团队？
- 如果发现合作方（如清洁公司）服务质量不达标，你会如何处理？
职位点评
63
综合评分
上海核心地段的国际文旅运营总监，薪资优厚、发展空间大，但工作时间弹性低、周末需值守。
从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。
更适合这类人
最看重职业发展和行业影响力的高阶管理者，对工作生活平衡要求不高。
表现最好
成长发展
相对薄弱
工作生活
薪资福利70
成长发展75
工作生活35
使命价值60
薪资福利
70中等
职位未明确薪资范围，但作为上海国际品牌运营总监，预期薪资较高；福利未明确提及，但大型外企通常提供完善社保、补充医疗等。综合来看，薪资竞争力较好，但缺乏明确信息，得分中等偏上。
薪资信号未披露（AI估算：50K-90K/月）
成长发展
75中等
职位涉及培训、绩效管理、跨部门合作，个人成长空间大；但晋升路径未明确提及，且行业偏传统文旅（非前沿科技）。发展性动机满足有限，但管理能力提升显著。
技术前沿非技术岗（不适用）
成长机会training、development
业务类型profit_center
工作生活
35较低
明确要求全职现场办公并包括晚上和周末，工作强度大；地点在市中心，通勤便利但弹性不足。生活化动机满足度较低。
工作模式仅现场办公
办公地点市区核心地段
加班情况明确要求弹性/高强度
使命价值
60中等
该职位致力于为游客创造梦幻体验，使命感较强；所在行业稳定增长，社会影响力中性；但未提及具体社会责任或创新性。意义感动机有一定满足。
行业发展稳定成熟行业
社会影响中性/一般
创新程度积极采用新技术
华纳兄弟探索 的其他在招职位
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