The Family Programs Manager is a key contributor to Fairyland’s mission-driven, revenue-generating programs designed for children and families. This role oversees the catered birthday party program and project manages a variety of family-focused events, including family sleepovers and park-wide experiences. Reporting to the Senior Director of Operations, the Family Programs Manager ensures these programs are operationally excellent, guest-centered, and positioned for sustainable growth. 

This is a highly collaborative, hands-on role ideal for someone who thrives in a dynamic, guest-facing environment and is passionate about creating memorable experiences for families.

Essential Duties & Responsibilities

Birthday Party Program Management

• Oversee all aspects of the catered birthday party program, including calendar management, payment collection, guest communication, and on-site execution.
• Develop and implement growth strategies to increase birthday party bookings and revenue.
• Ensure a seamless and joyful experience for birthday guests from inquiry through event completion.
• Assist with training, scheduling, and support of Park Ambassadors serving as birthday party hosts.

Program Development & Execution

• Develop, plan, and execute Fairyland’s family programs, including catered birthday parties, summer family sleepovers, and park-wide family events.
• Serve as project manager for family events, ensuring smooth execution, operational readiness, and exceptional guest experiences.
• Co-host and support overnight family sleepover experiences, ensuring guest safety, engagement, and satisfaction.

Operations & Collaboration

• Partner with the Sr. Director of Operations to manage daytime family events, including staffing, volunteers, vendor coordination, activations, and scheduling.
• Forecast and develop budgets that incorporate planned expenses and labor for all relevant family programs
• Track actual expenditures against planned budget and optimizing allocation of resources across programs to ensure they are used efficiently
• Manage relevant program budgets, timelines, and calendars.
• Engage in cross-departmental planning meetings and brainstorming sessions to align programs with organizational goals.

Data, Reporting & Guest Relationships

• Develop and maintain reports and data analytics to track program performance and inform decision-making.
• Build strong, lasting relationships with guests through proactive communication and thoughtful service recovery when needed.
• Continuously identify opportunities to improve guest experience and operational efficiency.
• Perform other duties as assigned.
  
  

Knowledge Skills and Abilities

• Minimum of three (3) years of experience in a front-facing, customer service role; experience in event management, hospitality, or logistics strongly preferred.
• Proven self-starter with a track record of delivering exceptional guest experiences.
• Strong written and verbal communication skills, including in-person, phone, and email communication.
• Excellent organizational, time management, and problem-solving skills with strong attention to detail.
• Ability to manage multiple projects simultaneously and consistently follow through to completion.
• Comfortable making quick, thoughtful decisions in a fast-paced environment.
• Intermediate to advanced proficiency in Microsoft Office, Google Workspace, and customer registration or ticketing systems.
• Strong interpersonal skills with the ability to work collaboratively across teams and independently when needed.
• Creative thinker who is open to feedback and thrives in a collaborative work environment.
• Comfortable learning and adapting to new systems, platforms, and processes.
• Must pass background clearance and have no barriers to working with children.

Personal Attributes/Values

• People-orientation- able to interact effectively, politely, and productively with all types of people from all types of backgrounds and experience and in all types of situations. Comfortable working with non-English speaking and culturally diverse stakeholders
• Professional maturity to manage composure during stressful interactions
• Energetic, diplomatic, adaptable and with a good sense of humor.
• Passionate about the mission, vision, and goals of Fairyland and possess an understanding of how this position contributes to the organization’s success. 
• Strong work ethic with an orientation toward process improvement.
• Impeccable integrity and honesty

Physical Requirements 

This position is primarily located in an outdoor environment.  Able to perform the following duties with or without accommodation:

• Stand, sit, kneel, walk, bend, and perform repetitive motions for the duration of an eight (8) hour shift
• Traverse safely over uneven terrain throughout the entirety of the 10-acre amusement park 
• Safely lift and transport items of up to 50 lbs. 
• Work safely without presenting a direct threat to self or others.
• Respond quickly to sounds
• See and respond quickly to situations
• Communicate in clear, loud voice 
• Operate two-radio for communications with park personnel
• Work in outdoor, seasonal weather conditions for 100% of shift
• Ability to work on weekends and occasional evenings.
• Proven track record of punctuality and attendance

Benefits & Compensation

This is a regular, full-time, non-exempt position scheduled Wednesdays through Sundays, 8:30am – 5:00pm. The non-negotiable rate of pay is $26.95 per hour. Full-time employees are eligible to participate in benefits the first of the month following 60 days of service. Benefits include: 

• Medical, dental and vision coverage at 100% for employees
• Accrue up to 10 days of PTO in your first year AND separate paid sick leave bank of up to 10 days per year AND three floating holidays per year
• 401k plan available 
• Family membership to Fairyland or 6 guest passes annually
• Discounts on Fairyland merchandise and Café