The Continuous Improvement & Process Standardization Manager drives the implementation of consistent, efficient, and compliant operational processes across all entertainment operations.
To lead the Operational Performance, Continuous Improvement, and Standardization function across all SEVEN complexes, ensuring consistent, efficient, and compliant operational processes that align with internal standards, guest experience expectations, and external regulatory requirements such as ISO and SASO. The role drives innovation, financial efficiency, and technology enablement while embedding continuous improvement principles—particularly the PDCA cycle—into daily operations. Through best practices, benchmarks, and standardized procedures, this position ensures business continuity, operational excellence, and a consistently elevated guest experience.
Continuous Improvement
- Lead the identification, design, and execution of process improvement initiatives across all operational areas.
- Apply continuous improvement methodologies such as Lean, Six Sigma, and PDCA (Plan–Do–Check–Act) to drive performance enhancement and problem resolution.
- Develop and track KPI’s to measure process performance and improvement outcomes.
- Conduct process assessments, workflow mapping, and root cause analyses to identify inefficiencies, opportunities for enhancement and standardization opportunities.
- Establish performance baselines and develop KPIs to monitor improvement effectiveness and operational consistency.
- Provide executive updates on operational readiness, financial performance, and service quality.
- Embed and champion a culture of continuous improvement through innovation, accountability, and data-driven decision-making throughout all levels of the organisation.
- Identify areas for improvement, establish benchmarks, and implement best practices to continuously enhance operational performance.
Stakeholder Engagement and Change Enablement
- Collaborate with Operations, HR, Safety, and Guest Experience teams to ensure training supports cross-functional goals.
- Support change management initiatives through targeted learning interventions and communication strategies.
- Collaborate with Quality Assurance, Safety, Facilities, and Operations teams to integrate standardization efforts into daily operations and training programs.
- Drive improvements based on feedback and frontline insights.
- Reduce operational variance between Entertainment Destinations.
- Employee engagement and adoption of new processes.
Process Standardization
- Develop, implement, and maintain Standard Operating Procedures (SOPs), manuals, checklists, and operational templates to ensure consistency across all Entertainment Destinations.
- Ensure all operational processes align with relevant ISO and SASO standards, safety requirements, and governance frameworks.
- Implement a structured approach for document control, version management, and compliance auditing, ensuring traceability and continuous alignment with evolving standards.
- Partner with Operations, Training, Safety and Technical teams to align processes with corporate standards.
- Lead benchmarking and process harmonization initiatives across properties to ensure best practices are captured, shared, and sustained.
- Oversee implementation of operational standards, SOPs, and performance frameworks pre- and post-opening.
- Manage the center of communication for capturing, filtering, and actioning operational gaps.
Governance and Resilience
- Implement governance frameworks for document control, version management and compliance auditing.
- Continuously scan the operational environment for inefficiencies and improvement opportunities.
Operational Support & Collaboration
- Support pre-opening and transition phases by establishing operational processes, performance benchmarks, and readiness checklists.
- Partner with HR and L&D to ensure new processes and standards are effectively communicated, trained, and adopted.
- Provide technical guidance on continuous improvement projects and compliance with regulatory, and quality standards.
- Prepare and present regular reports on process efficiency, compliance levels, and continuous improvement outcomes to senior management.
- Optimize attraction-typology-specific excellence by considering the size, expertise requirements, and target audience of each attraction.
- Collaborate with other departments to drive cross-functional initiatives that improve operational effectiveness (e.g., DoA improvements, processes).
People Management
- Oversee succession planning and talent pipelines to secure long-term capability within the department.
- Drive continuous learning and development through training programs, SOP/LMS integration, and professional certifications.
- Ensure the team complies with organizational policies, safety regulations, and operational SOPs.
- Maintain discipline, ethics, and integrity across all people practices.
- Build, lead, and develop a high-performing Operational Performance & Standardization team.
- Provide clear role definitions, performance goals, and career development pathways.
Minimum Qualifications
Bachelor’s degree in business, Engineering, Hospitality Management, or a related field.
Required Experience & Knowledge
- Bachelor’s degree in business, Industrial Engineering, Operations Management, or a related discipline.
- 6–8 years of experience in entertainment, theme park, or hospitality operations with exposure to continuous improvement or operational excellence.
- Familiarity with ISO standards, SASO requirements, and PDCA-based improvement cycles.
- Proven experience in developing, auditing, and optimizing operational SOPs and frameworks.
- Strong analytical, facilitation, and project management skills with an ability to manage multiple cross-functional projects.
- Excellent interpersonal and communication skills; able to influence stakeholders and drive sustainable change.
