Job Title: Operations Manager
Reports to: Head of Operations
Location: Manchester City Stadium
Hours of work: Full-time (40hr per week contract)
This role requires a flexible approach to hours, including regular weekend and Bank Holiday shifts to meet the demands of the attraction.
Overview:
Wire and Sky is partnering with Manchester City FC to bring a brand new rooftop adventure attraction to the city. Visitors will be able to experience the stadium from a whole new perspective, as well as take in the spectacular city panorama, at this all-new rooftop adventure.
We are looking for an adventurous and enthusiastic team to help launch and deliver this attraction in Autumn 2026, and as Operations Manager you will play a vital part in the success of this brand-new experience.
You will be responsible for coordinating the operation, liaising with staff and stakeholders to maximise the operational effectiveness of the attraction. You will provide the most positive experience for every visitor through excellent customer service from you and your team.
Your number one priority will be to deliver a safe experience for all participants. Our aim is to deliver attractions that are; Fun to take part in, Safe for both staff and customers & Profitable for all commercial partners.
You must have experience in similar positions and should be able to provide evidence of your leadership capabilities. You need to be a natural communicator, comfortable working outdoors and at height and have an enthusiastic attitude.
So, if you 're ready to embrace the challenge, and be part of an extraordinary team in an extraordinary setting then this could be the job for you!
Responsibilities and Duties: Health & Safety
- Ensuring compliance with all health & safety matters as set out in W&S Operating Procedures.
- Maintain all health & safety records. on time and with scrupulous detail, including maintenance schedules, equipment defects/ retirements log, accidents/ near misses’ log, bespoke risk assessments.
- Report all accidents to the relevant parties ensuring all the correct paperwork is completed.
- Conduct daily site checks & report any variances to the Head of Operations.
- Oversee & ensure correct rigging procedures for the abseil and zipline.
- Oversee & ensure correct fitting procedures of PPE(Personal Protection Equipment).
- Assist with management of any rescues, incidents or accidents that occur.
Customer Service:
- Employ a friendly, helpful, 'can do' attitude towards all customers.
- Ensure other staff are similarly upbeat & helpful towards customers.
- Deal with any problems & issues as they arise and report as appropriate.
- Act as point of contact to facilitate access for people with disabilities.
- Help create an entertaining, exciting, and social environment in which daily activities are conducted.
- Uphold & enforce limitations and conditions to access, as set out in Company Operating Procedures (e.g., height restrictions, parent-to-child ratios).
- Deal with customer queries and complaints in a polite and professional manner, making sure you remain calm and strive to reach, where possible, a mutually agreeable solution
- Process customer feedback forms & review monthly with the Head of Operations.
Staff Management:
- Lead & inspire the staff team, clearly demonstrating what you expect by setting a professional example.
- Maintain staff motivation through proactive listening & a positive attitude.
- Schedule staff, ensuring correct cover & fair allocation of hours as required.
- Ensure an appropriate balance of staff qualifications & experience when staffing the attractions.
- Produce weekly reports on variances in staff schedule.
- Act as a point of contact for all staff communication, helping to make sure they are kept fully informed of any changes in company operating procedures and policies.
- Provide any first level disciplinary actions, if necessary.
- Identify any staff training requirements including in-house development training, soft skills, group management, retail, and refresher training.
- Conduct regular appraisals of staff as detailed in company operating procedures.
- Notify senior management of the need to renew/ review contracts.
- Maintain personnel records of all staff to include first aid expiry, contact details etc.
- Keep staff holiday & sickness records.
- Assist in the recruitment, training & induction of new staff.
Commercial Success:
- To deal with extraordinary client requests in a helpful manner
- Contribute to financial planning through the provision of staffing information & figures.
- Produce weekly financial reports to include detailed breakdown of all costs arising.
- Ensure the attraction runs as efficiently as possible, proactively manage operational costs against revenue targets.
- Proactive approach to monitoring sales and resourcing.
- Work with Senior managers at the attractions to maximise commercial opportunities, being proactive with ideas including upselling and cross-selling initiatives.
Site Management:
- Ensure all PPE is stored correctly, kept well-organised and prepared in advance wherever possible.
- Ensure standards of cleanliness & tidiness are maintained at highest levels.
- Keep abreast of all security issues & in regular communication with staff.
- Equipment and facilities should be kept clean, tidy & in good condition at all times.
- Conduct monthly audit of all equipment and facilities & request replacements where necessary.
General Expertise:
- Complete in-house training and be signed off as competent by W&S.
- Understand operational processes covering technical and safety related procedures.
- An excellent awareness of Health and Safety and the ability to follow procedures.
- Be fully conversant with all Operational documentation.
- Ensure proficiency of any operational related software systems.
- Be prepared to seek advice where necessary.
Specific Role Requirements: Essential Skills:
- Previous operational management experience (preferably within a similar outdoor activity or attraction setting).
- Ability to communicate at all levels.
- Commercial awareness and understanding of visitor attraction.
- Previous experience of working to sales targets and managing budgets.
- Demonstratable experience delivering high quality guest experience with a strong customer focus.
- Well organised approach to task & time management.
- Enthusiastic and flexible attitude to work.
- Be able to use initiative & be self-motivated.
- A dynamic, positive, uplifting attitude with clear leadership capability.
- Strong IT literacy.
- Excellent organisation skills and attention to detail.
- First Aid training.
Desirable:
Hold a valid certificate in one of the following qualifications
- Single Pitch Award
- Rock Climbing Instructor Award
- IRATA Level 1 or above
- Climbing Wall Award with Abseil module
Interview and Selection Process:
Applications will be reviewed as received, and we reserve the right to withdraw the vacancy at any time. Early applications are strongly advised.
For any questions, please email us using recruit@wireandsky.co.uk