Director of Operations (Gatlinburg)
Director of Operations Job Summary The Director of Operations is responsible for the overall operational performance of Anakeesta, ensuring safe, efficient, and exceptional guest experiences. Reporting directly to the General Manager, this position leads all park operations through three Operations Managers and is accountable for operational execution, safety, staffing, labor, guest service, financial performance, and continuous improvement. Operations oversight includes Ticketing, Call Center, Lift Operations, Coaster Operations, Park Services/Custodial, Adventure Rangers, Transportation, Parking, Security, and Zipline Operations. Key Responsibilities Directly lead, coach, and hold three Operations Managers accountable for departmental performance. Establish and enforce operational, safety, guest service, and performance standards across the park. Ensure appropriate staffing, scheduling, training, labor management, and operational coverage. Monitor daily operations, guest flow, cleanliness, safety, employee performance, and park readiness. Oversee operational budgets, labor costs, KPIs, forecasting, and departmental expenses. Partner with HR on recruiting, employee relations, leadership development, training, and succession planning. Partner with Safety, Maintenance, Finance, IT, Marketing, and other departments to resolve operational issues and improve park performance. Serve as the primary operational escalation point for significant guest concerns, incidents, emergencies, and operational disruptions. Ensure rides, lifts, ziplines, adventure elements, transportation, security, and other operational functions are operated safely and according to established standards. Lead operational planning for peak seasons, special events, weather events, and changes in attendance. Identify and implement opportunities to improve safety, efficiency, guest experience, employee performance, and profitability. Maintain strong communication with the General Manager and leadership team regarding operational performance, risks, staffing, and priorities. Maintain a visible, hands-on leadership presence throughout the park. Perform other duties as assigned. Qualifications 5 years of progressive management experience; theme park, attractions, hospitality, tourism, or similar experience preferred. Experience managing managers and multiple operational departments. Strong knowledge of staffing, labor management, scheduling, budgeting, and operational KPIs. Demonstrated ability to develop leaders and hold teams accountable. Strong commitment to safety and guest service. Excellent communication, organizational, analytical, and problem-solving skills. Ability to make sound decisions and remain calm in high-pressure situations. Strong computer and data-analysis skills. Professional, hands-on, and solution-oriented leadership style. Work Conditions & Schedule Requirements Must be able to work outdoors in all weather conditions. Must be able to stand, walk, climb, balance, kneel, stoop, push, pull, and lift up to 40 lbs. Combination of office and active field leadership required. Weekend, holiday, evening, and flexible scheduling required. Peak seasons and operational needs may require more than 40 hours per week and occasional response outside normal working hours. Perks of Working With Us Competitive pay, starting at $95k Paid time off Medical, dental, and vision insurance Life insurance 401(k) retirement plan Free admission for employees and immediate family Employee discounts on food and merchandise Generous pass exchange program with area attractions About Us Anakeesta is a 70-acre mountaintop adventure park overlooking downtown Gatlinburg, offering guests unforgettable experiences surrounded by the beauty of the Great Smoky Mountains. From thrilling attractions and outdoor adventures to dining, shopping, and entertainment, our team works together to create meaningful guest experiences and add a little magic to the mountains. As part of Revel Group, Anakeesta is a growing organization with opportunities for team members to learn, grow, and build a career in a unique and exciting environment. We are looking for people who bring energy, teamwork, and a genuine desire to make a difference in the guest experience. “Be a Breath of Fresh Air.”
