Senior Manager – Visitor Operations Management

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Job Description

Are you passionate about delivering exceptional visitor experiences and managing high-performing vendor relationships? We are seeking a Senior Manager – Visitor Operations Management to lead and oversee all aspects of visitor services and operations for a large-scale park facility. In this role, you will act as the primary point of contact between the Visitor Operations & Services Department and third-party vendors, ensuring seamless service delivery that aligns with the organization’s vision of providing a world-class visitor experience.

What You'll Be Doing

Vendor Relationship Management:

• Serve as the lead representative and primary liaison between the Visitor Operations & Services Department and external service providers.
• Ensure vendor performance meets Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations.
• Hold vendors accountable for delivering high-quality services that enhance the visitor experience.
  
  
  

Pre-Operations

Operational Planning & Execution:

• Define vendor scopes of work, service requirements, and selection criteria based on departmental needs.
• Participate in vendor selection processes, including RFP development, evaluation, and contract negotiation.
• Oversee vendor onboarding, ensuring alignment with operational procedures, safety protocols, and visitor experience standards.
  
  
  

Post-Operations

• Monitor and evaluate vendor performance through daily checks, manpower planning, and readiness assessments.
• Conduct regular performance reviews with vendors to address issues and identify areas for improvement.
• Manage contract compliance, change orders, and renewals in collaboration with legal and procurement teams.
  
  
  

Quality Assurance & Service Enhancement

• Ensure vendor services consistently contribute to a seamless and high-quality visitor experience, including efficient information services, safety, and amenities.
• Collaborate with internal teams to integrate vendor services into daily operations and special events.
• Implement quality assurance processes to maintain and improve service standards.
  
  
  

Financial & Compliance Oversight

• Monitor vendor invoicing and expenditures to ensure accuracy and timely payments.
• Identify opportunities for cost savings and value optimization.
• Ensure all vendor activities comply with local regulations, organizational policies, and industry best practices.
  
  
  

Technology & Innovation

• Identify and recommend new technologies to enhance visitor operations, such as CRM-integrated call center solutions, visitor flow management tools, and data analytics platforms.
• Act as the departmental liaison with IT and Digital teams for outsourced technology services impacting visitor operations.
  
  
  

What Required Skills You'll Bring

• Bachelor’s degree in Project Management, Business Administration, Hospitality Management, Supply Chain Management, Operations Management, Procurement, or a related field.
• Vendor Management: 10+ years of experience managing third-party service providers or vendor contracts, including developing SLAs, KPIs, and contract monitoring.
• Operational Expertise: Experience in operational environments such as events, parks, attractions, or public venues, with a proven ability in workforce planning and staff scheduling.
• Logistics & Reporting: Strong understanding of operational logistics and supply chain coordination, with experience in preparing performance reports (daily, monthly, and annual).
• Communication & Problem-Solving: Excellent written and verbal communication skills in both Arabic and English, with the ability to quickly resolve operational and vendor-related challenges.
• Contractual Knowledge: Basic understanding of legal principles related to contracts and procurement, with experience in developing Scopes of Work and managing procurement processes.
  
  
  

What Desired Skills You'll Bring

• Experience working in public realm or park environments.
• Familiarity with sustainability analytics platforms and data visualization tools.
• Strong project management and contract oversight capabilities.
• If you’re ready to lead innovative visitor operations and deliver exceptional experiences, we’d love to hear from you!
  
  
  

Parsons equally employs representation at all job levels no matter the race, color, religion, sex (including pregnancy), national origin, age, disability or genetic information.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

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