Head of Vistor Experience

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 Experience

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 operations and guest guests of photo ops by working closely with the 3rd party vendor to drive guest satisfaction while driving revenue per cap.
• Benchmark against global best-in-class attractions and continuously innovate the guest journey.

Food & Beverage (F&B) - Contracted Caterer Oversight

• Oversee the contracted caterer's daily operations to ensure service speed, food quality, cleanliness, and guest satisfaction meet or exceed brand standards.
• Facilitate and actively participate in discussions regarding new F&B offer creation, working with the caterer, General Manager, and other stakeholders to develop concepts that enhance the guest experience and drive per-cap spend.
• Monitor F&B guest feedback and work with the caterer to implement corrective actions.
• Ensure food safety compliance is maintained by the contractor and aligned with local regulations.
• Drive value-for-money perception and positive WOM specifically around F&B offerings.

Show Technology - Systems & Equipment Maintenance

• Lead the Show Technology Team to ensure all show systems, AV equipment, interactive elements, lighting, audio, and special effects are operational, well-maintained, and reliable.
• Develop and oversee preventative maintenance schedules to minimize guest-facing downtime.
• Ensure technology failures are resolved urgently, with clear guest communication protocols when issues occur.
• Collaborate with Facilities and external vendors for specialized technical repairs or upgrades.
• Align show technology performance directly with guest experience KPIs - any degradation in tech quality must trigger immediate corrective action.

Cross-Departmental Liaison

• Liaison with Sales: Coordinate on group tour bookings, B2B guest expectations, VIP experiences, and sales-driven operational requirements. Ensure sales commitments are operationally deliverable.
• Liaison with Marketing: Align on campaigns, ticket promotions, and on-ground activations. Provide guest insights and WOM data to shape marketing narratives.
• Liaison with Security: Coordinate guest flow, entry protocols, and emergency guest communication.
• Liaison with Health & Safety: Ensure guest-facing areas comply with H&S. Report guest incidents and coordinate visitor evacuation procedures.
• Liaison with Facilities: Report and track maintenance affecting guest experience (restrooms, pathways, signage, ambient conditions).
• Liaison with Finance: Ensure accuracy of daily revenue reporting (admissions, F&B, photography, digital guides). Manage experience-related budgets.
• Liaison with HR: Coordinate recruitment, onboarding, and experience-focused training for all 150+ guest-facing staff.
• Liaison with Hotel / Ferris Wheel Ops: Align on shared guest journeys and cross-promotions.

Team Leadership (150+ Staff)

• Lead, motivate, and performance-manage a 150+ person team comprising:
  • Front-of-house / Tour guides / Admissions
  • F&B service staff (coordinating with contracted caterer's on-site manager)
  • Show Technology team
• Recruit, train, and develop team members to deliver WOM-generating guest service.
• Create rosters, duty management schedules, and peak-day staffing plans.
• Build a positive, guest-obsessed culture where every team member understands their role in driving positive word of mouth.

Commercial & Financial Accountability

• Manage admissions, tours, F&B, paid photography, and digital guide income budgets.
• Maximise ticket yield through operational planning and upsell coordination.
• Oversee the commercial P&L for guest-paid experiences and F&B (in coordination with the caterer's commercial terms).
• Manage staffing and operational capex related to visitor experience and show technology improvements.

Strategic Leadership & Continuous Improvement

• Partner with the Senior Leadership Team to drive guest satisfaction KPIs and positive WOM metrics.
• Lead post-event and post-incident guest experience reviews.
• Act as Duty Director for visitor-related emergencies as required.
• Undertake any other duties as reasonably required by the Senior Leadership Team

Qualifications & Experience

Must-to-have

• Senior management experience in a high-footfall visitor attraction, theme park, tour operation, or premium hospitality environment.
• Proven track record of exceeding guest expectations and driving positive word of mouth (e.g., high NPS, TripAdvisor/CTrip ratings improvement).
• Experience managing or closely overseeing a contracted catering partner (F&B operations oversight, not direct execution).
• Experience leading a show technology or technical services team (AV, lighting, special effects, interactives).
• Experience leading large teams (150+ staff) including front-of-house, technical, and service staff.
• Strong cross-functional liaison skills - especially with Sales, Marketing, Facilities, and H&S.
• Bilingual - Fluent in Chinese and English (written and spoken).
• Commercial acumen - ticketing, yield management, secondary spend, P&L ownership.

Nice-to-have

• Background in themed entertainment, live production, or studio tours.
• Experience working in Sino-foreign joint ventures or with SOE partnerships.
• Familiarity with Chinese cultural tourism regulations and large-venue operations.

Key Competencies

• Guest-obsessed mindset
• Positive WOM / NPS driver
• Calm under pressure
• Adaptable and fast-moving
• High attention to detail
• Strong people leadership

Shanghai Joint Venture Employment:

Please note that this position is employed through Warner Bros. Discovery's joint venture with Jin Jiang International (Holdings) Co., Ltd. The joint venture entity is Shanghai WB Jinjiang Studio Tour Co., Ltd. Successful candidates will be hired by the joint venture company and assigned to work with Warner Bros. Discovery as required for this project.

How We Get Things Done...

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

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