Delivery Manager, Revenue Operations

INTRODUCTION

Welcome to the heart of technology innovation at Universal Studios Japan! Join our Digital and Technology (Park Technology) team, a growing global presence in USJ. In the Technology team, you'll join our multicultural, bilingual setting, working on cutting-edge technologies that redefine the theme park experience. Your role is pivotal, setting the standard for new parks worldwide and making a lasting impact on the park business.

At Universal Studios Japan, your work directly contributes to enhancing the overall guest experience, ensuring that each visitor's journey is not only enjoyable but also seamless and efficient. Your innovations will make guests' lives easier, particularly as the park welcomes more visitors, by creating technological solutions that streamline their interactions, reduce wait times, and offer a more convenient and memorable visit. Join us in shaping a visitor-centric environment where every guest can effortlessly immerse themselves in the magic of Universal Studios Japan.

In addition to shaping the guest experience, your role in Technology extends to serving our internal customers the dedicated team that makes the magic happen behind the scenes. You'll be instrumental in crafting tailored technology solutions to enhance the efficiency and effectiveness of USJ Crew Members, contributing to a seamless and enjoyable work environment. As a key player in our technological landscape, you'll be pivotal in ensuring that our internal systems and processes align with the highest standards, empowering our team to deliver unforgettable moments to our guests. Join us in creating a holistic, technologically advanced environment where both external and internal customers thrive, setting new benchmarks in the realm of entertainment innovation.

Now is an exciting time to join Universal Studios Japan. Be at the forefront of shaping the new guest and Crew Member experience. This is the opportune moment to be on the ground, contributing to the very foundation of a transformative era in our parks.

JOB SUMMARY

The Delivery Manager for RevOps is accountable for the end-to-end delivery, stability, and modernization of all technology platforms that support USJ’s retail ecosystem, including Food Services, Merchandise & Shops, Point-of-Sale (POS), Payments, Inventory, Supply Chain, Digital Ordering, and Revenue Reconciliation systems.

This role ensures that all revenue-generating systems operate with the highest levels of reliability, accuracy, and compliance. It integrates delivery governance, technical depth, operational discipline, and cross-functional leadership to support daily park operations and major transformation initiatives—including POS modernization, new retail operating models, and enterprise revenue platforms.

The Delivery Manager partners closely with retail operations, finance, supply chain, architecture, engineering, cybersecurity, and vendor teams to drive stable platforms and deliver technology solutions that enable seamless guest and crew member experiences

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Platform Stability & Operational / Delivery Excellence 40%

1. Own operational performance, availability, and reliability of all RevOps systems (POS, Payments, Inventory, Kitchen Display, Mobile Ordering, Vendor Integrations, etc.).
2. Govern L3+ incident, problem management, and change control processes to ensure stable daily operations.
3. Oversee revenue-critical integrations (POS ↔ ERP ↔ WFM ↔ Finance) to prevent reconciliation issues or transaction loss.
4. Collaborate with Retail Ops, F&B, Finance, Supply Chain, Cybersecurity, and Destination teams to maintain integrated, resilient platforms.
5. Drive root cause analysis and systemic improvements for recurring issues.
6. Ensure all revenue-impacting changes meet strict testing, readiness, and rollback standards.

• Technology Strategy & Delivery 30%

1. Lead end-to-end delivery of enhancements, upgrades, and large-scale transformation programs across Revenue Operations.
2. Translate business strategy (e.g., store modernization, new retail concepts, cashless initiatives) into a globally aligned technology roadmap.
3. Partner with Solution Architecture on design decisions for POS, mobile ordering, payment gateways, loyalty, and inventory platforms.
4. Manage internal teams and vendor partners to ensure high-quality delivery and operational readiness.
5. Ensure solutions are scalable, secure, and maintainable, reducing technical debt while enabling rapid business innovation.

• Cross-Team Collaboration, Team Culture, Staff Development 20%

1. Lead, coach, and develop engineers and analysts accountable for RevOps system delivery and support.
2. Strengthen team capabilities in POS systems, integrations, troubleshooting, and revenue reconciliation processes.
3. Maintain strong partnerships with Retail Ops, Food Services, Merchandising, Supply Chain, Finance, Security, Infrastructure, and Global D&T counterparts.
4. Foster a culture of accountability, structured delivery, continuous improvement, and guest/crew-first thinking.

• Administrative 10%

1. Manage budgets, forecasts, vendor contracts, and licensing costs for HR and Finance technology platforms.
2. Approve expenditures with an ownership mindset and ensure adherence to finance, audit, compliance, and EHS requirements.
3. Provide leadership updates on delivery progress, risks, compliance activities, KPIs, and system performance.
4. Supervise team members according to organizational policies and standards..

• Understand and actively participate in Environmental, Health & Safety responsibilities by following established USJ policy, procedures, training and team member involvement activities.
• Perform other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required:            

Technical & Domain Expertise (Advanced Level Required)

• Broad expertise across revenue-generating platforms, including POS, payments, ordering, kitchen/fulfillment, inventory, and retail operations systems.
• Deep understanding of integration architectures supporting revenue data flows (REST APIs, microservices, ETL, real-time events, batch reconciliation).
• Knowledge of retail back-office processes (inventory, purchasing, receiving, stock count, cost-of-goods, menu/recipe management).
• Experience leading modernization initiatives such as POS upgrades, payment platform migrations, cloud adoption, and integration simplification.
• Skilled in evaluating technical designs, solution approaches, and vendor proposals.
• Experience with budget management, vendor management, and multi-platform operational oversight.

Note:
These technical expectations deliberately exceed the Technical Lead’s “deep specialization” by requiring broader architectural judgment and multi-platform technical oversight.

Delivery, Strategic & Leadership Competencies

• Proven ability to lead complex, multi-vendor delivery initiatives in revenue-centric environments.
• Strong governance skills in architecture compliance, risk management, release readiness, and production cutover.
• Ability to translate revenue strategy and retail/F&B business goals into actionable technology roadmaps.
• Excellent communication skills, able to engage senior business and technology leaders.
• Demonstrated ability to uplift team capabilities, improve delivery discipline, and mentor technical talent..

REQUIREMENTS

EDUCATION

Bachelor’s degree required; advanced degree preferred (Engineering, Computer Science, Technology, or related fields)

CERTIFICATIONS, LICENSES, REGISTRATIONS

Project management (PMP, Prince2), Agile (Scrum Master), ITIL, and cloud certifications are strong advantages. Certifications related to POS, payments, or retail technologies are beneficial.

EXPERIENCE

• 9+ years in technology delivery, enterprise systems, or operations-heavy platform management.
• Experience in retail, hospitality, theme parks, food services, supply chain, or high-volume transaction industries.
• Experience supervising technical teams and managing vendor performance.
• Strong understanding of financial controls, revenue reconciliation, and compliance.

ADDITIONAL INFORMATION

The Delivery Manager – Revenue Operations is responsible for maintaining the technology foundation that powers USJ’s retail and F&B revenue streams. Success requires balancing operational excellence with strategic vision—ensuring every system that affects guest purchases, store operations, and revenue integrity is reliable, innovative, and aligned with USJ’s global standards.