Security Operations Lead

What you'll bring to the team

The Security Operations Lead is a hands‑on leadership role focused on the daily delivery of a safe and secure environment for the LEGOLAND California Resort. This role ensures security, safety, compliance, operational readiness and guest satisfaction with LEGOLAND standards while delivering excellent customer service.

The Security Operations Lead works under the direction of the Security Operations Manager and Security Supervisors supporting operations in real time while leading the team on shift. The Security Operations Lead is often the first point of contact for security and safety incidents. This role is critical to seamless operations and on‑the‑day leadership of the team.

Daily Operational Execution:

• Patrol all resort areas and maintain access control
• Respond to incidents to include but not limited to disturbances, lost children, theft, vandalism, intoxicated/disorderly persons, lost and found, medical emergencies, fire alarms, and on‑property traffic collisions.
• Operate the Park Dispatch Center (LEGOBASE) as required.
• Monitor Closed Circuit Television Systems (CCTV).
• Conduct guest and employee screening at entrances and exits.
• Complete detailed incident and injury reports.
• Blood Borne Pathogens
• Process and complete Lost and Found property and reporting.
• Operate tools or equipment for which properly trained and authorized.
• Knowledge and execution of the Resort Emergency Action Plan as needed.
• Support the Security Operations Manager and Security Supervisors with other duties as assigned.

Guest Obsession:

• Deescalate guest, vendor and internal MC disputes. Coordinate with Carlsbad Police Department (CPD) as needed.
• Act as a visible presence to support guest satisfaction and safety.
• Support guest obsession by role‑modelling LEGOLAND standards and taking ownership of guest satisfaction
• Provide excellent customer service to guests, vendors, and Model Citizens.

Team Leadership:

• Deliver role‑specific training and ongoing mentoring to frontline colleagues.
• Support on‑the‑job training and mentoring to help Model Citizens develop confidence, consistency, and role knowledge.
• Deliver briefing and coordinate daily tasks while setting expectations and supporting success on shift.
• Identify skill gaps and elevate development needs to the Senior Security and Incident Manager, Security Operations Manager, and Security Supervisors.

• Actively fosters a positive and engaged team culture, in line with Merlin’s values.

Security, Safety and Compliance:

• Monitor your functional area to ensure all operational security, safety and compliance standards are being followed.
• Be prepared to manage and support incidents and lead basic emergency responses such as evacuations resulting from earthquakes, fires, active shooters, severe weather or other unforeseen circumstances.
• Familiarity with Security Department Standard Operating Procedures and Resort Emergency Action Plans.
• Report hazards, safety concerns, or maintenance issues promptly and clearly.

Brand Standards and Presentation:

• Maintain exceptional presentation and cleanliness standards across all areas, aligned to LEGOLAND brand expectations.
• Proactively check signage, show readiness, visual standards, and Model Citizen appearance across your area.
• Support venue readiness for shows, educational experiences, and character or build activations.

Collaboration and Communication:

• Work closely with your Security Operations Manager, Security Supervisors, and peer Security Leads to deliver a seamless guest experience across the zone.
• Escalate guest, staffing, cleanliness or operational concerns quickly and appropriately.
• Keep Model Citizens informed of key updates, priorities, and procedural changes throughout the day.

Leadership and Decision-Making Proven ability to lead and support Model Citizens in live operations. Comfortable making informed, on‑the‑spot decisions while maintaining calm under pressure and driving performance on shift.

Guest-Centric Approach Strong focus on delivering high‑quality guest experiences through service recovery, visible leadership, and coaching others in real time. Confident handling escalations and taking ownership of…