Manager, Guest Experience & Operations

About the Role

The World of Coca-Cola in Atlanta, GA, is a flagship attraction drawing over 1 million visitors yearly. Established in 1990 and relocated in 2007, it serves as a notable destination for global guests. The Manager of Guest Experience & Operations provides strategic leadership closely connected to floor-level activities, responsible for shaping and upholding a distinguished guest experience standard. This position collaborates with senior leadership to develop a clear service philosophy, translate priorities into actionable behaviors, and cultivate leadership practices that ensure consistently excellent guest interactions.

Working together with Assistant Managers across Attractions Operations, Revenue Programs, and Workplace Experience, as well as three Supervisors, this role ensures smooth operational delivery, visible leadership, and outstanding guest service to create memorable experiences.

The role also serves as the lead for the Duty Manager program, establishing standards, leadership routines, communication protocols, and accountability to guarantee consistent delivery across all shifts. While acting as Duty Manager during assigned shifts, this position assumes full responsibility for operations including guest experience, safety, staffing, communication, and on-the-spot decisions. Reported to the Senior Manager, World of Coca-Cola Operations.

Key Responsibilities

• Refine, implement, and enhance the attraction-wide guest experience philosophy, linking brand guidelines, frontline behaviors, and measurable results.
• Lead development and enforcement of the Duty Manager program, ensuring consistent leadership presence and operational accountability.
• Analyze guest feedback, survey data, frontline observations, and operational patterns to discover improvement areas and develop actionable plans.
• Provide leadership and coaching to Supervisors and Associate Attraction Managers to foster stronger guest experience leadership and frontline engagement.
• Encourage team alignment with guest experience priorities by clarifying the impact on guests, employees, and business outcomes.
• Coordinate daily operational activities across multiple teams for seamless execution and uniform service.
• Design and support initiatives that enable Ambassadors to deliver meaningful guest interactions adhering to brand standards.
• Ensure leaders receive comprehensive training in guest experience expectations, leadership routines, coaching, and decision-making.
• Collaborate with cross-functional partners to balance guest, employee, and business priorities, maintaining a premium attraction presentation.
• Manage escalated guest recovery situations promptly and professionally to protect experiences and uphold company standards.
• Undertake additional tasks assigned by the Senior Manager of Operations.

Qualifications and Experience

• High school diploma or GED required; bachelor’s degree in hospitality, business, operations, or related field preferred.
• Minimum of 4 to 6 years leadership experience in a high-volume visitor attraction, hospitality, museum, theme park, entertainment, or similar service environment.
• Proven capability in leading leaders and achieving measurable guest experience improvements.
• Must successfully clear credit checks, drug screening, and background verifications.
• Applicants must be authorized to work in the U.S. without company sponsorship.

Compensation & Benefits

The salary range offered is $83,700 to $102,000 annually, varying by location, skills, and experience. A comprehensive benefits package including medical, financial, and other perks is provided dependent on role.

Additional Information

• Location: Atlanta, Georgia, USA.
• Required travel: up to 25%.
• No relocation assistance provided.
• Diversity and inclusion are strongly valued as part of the company culture.
• Annual incentive target bonus approximately 15%, with long-term incentive potential between 0% and 20% based on market-based competitive values.