Head of Vistor Experience

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Welcome to Warner Bros. Discovery... the stuff dreams are made of. Who We Are... When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next... From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. Warner Bros. Discovery is a global media company and operates some of the best-known entertainment, news, and sports brands in the world. We bring people, technology, and the world's best storytellers together to drive culture and meaningful connection. We believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives. Our Global Experiences division brings that creative storytelling vision to life with compelling and immersive in-person experiences. The phenomenally successful Warner Bros. Studio Tours in London, Hollywood, and Tokyo, flagship retail stores in New York and Chicago, magical Harry Potter experiences at Universal Studios Parks and Resorts worldwide, Warner Bros. World Abu Dhabi, along with the popular Friends Experiences and more, deliver high levels of fan engagement, exceptional customer service, and creative interactivity. 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 Shanghai, this indoor attraction will transport visitors into the world of filmmaking, revealing production secrets through interactive experiences, showcasing stunning locations, and displaying beautifully crafted props. 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. Head of Visitor Experienc e 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 - Head of Visitor Experience Duration of role - Full Time Employee Role Reports To - Chief Operations Director Numbers of Subordinates - 150+ Your New Role We are looking for Director of Visitor Experience, to lead a 150+ person team to deliver exceptional, memorable tour experiences that exceed customer expectations and drive positive word of mouth. You will own the end-to-end guest journey-with a specific focus on tour operations, F&B (via contracted caterer oversight), and show technology. Acting as the central liaison with Sales, Marketing, Security, Facilities, H&S, and Finance, you will ensure seamless operations while championing the guest at every decision point. Your Role Accountabilities As a key member of the Operations Leadership Team, the Head of Visitor Experience is responsible for exceeding guest expectations at every touchpoint to generate strong, positive word of mouth and repeat visitation. This role leads the strategic and operational execution of the tour experience, F&B guest experience (via contracted caterer oversight), and show technology systems, while serving as the primary liaison between Visitor Experience and all support departments. Visitor Experience & Tour Operations Design and deliver an end-to-end tour experience that consistently exceeds expectations, from arrival to farewell. Set and enforce service standards that actively generate positive guest stories and organic advocacy. Manage daily tour flow, queueing, crowd management, and guest recovery to ensure satisfaction remains high even during peak volume. Lead seasonal and event-based programming to drive repeat visitation and fresh word-of-mouth triggers. Oversee operat

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