Director, Human Resources - Open Door

Orlando, Florida
Feb 14, 2019
Apr 15, 2019
HR, Theme Park

Universal Parks & Resorts is comprised of Universal Orlando Resort, Universal Studios Hollywood, Universal Studios Japan, Universal Studios Singapore, as well as a new destination coming in Beijing, China. We are a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at all of our destinations. An individual who knows how to be part of a team. Someone with a sense of fun whos serious about their work. A person who knows it doesnt take magic to put a smile on a guests face it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Universals theme parks offer exactly the kind of vacation families crave bringing together popular cultures most compelling stories, characters and adventures to create some of the worlds most innovative and entertaining attraction experiences. These are immersive, next-level, adventures such as The Wizarding World of Harry Potter, outrageously fun attractions such as Despicable Me Minion Mayhem and highly themed, authentic experiences based on cutting-edge television, such as Race Through New York Starring Jimmy Fallon. We embrace the power of cultural diversity and inclusion and continuously strive to maintain a team that is a reflection of our global audience. Universal Parks & Resorts adheres to The Universal Way by not just meeting guest expectations, but exceeding them, every time. Join us if you want to collaborate, innovate, develop, and deliver the most compelling entertainment experiences imaginable that drive growth for the Universal brand around the world. Universal Parks & Resorts provides world-class entertainment destinations with signature theme parks that create unparalleled entertainment.

JOB SUMMARY: Serves as a neutral party to investigate and facilitate the resolution of concerns of Team Members, managers, and executives involving allegations of unfair treatment, discrimination, retaliation, and other fairness issues. Support disability and religious accommodations requests.

Works with individuals and groups to explore and assist in determining options to help resolve conflicts, problematic issues or concerns, and to bring systemic concerns to the attention of the organization for resolution. Operates in a manner to preserve the confidentiality of those seeking services, maintains a neutral/impartial position with respect to the concerns raised.

Responsible for Open Door and Peer Review programs and has serves as key contact to facilitate resolution of issues surfaced to Comcast | NBCUniversal.


  • Responsible for conducting, coordinating, and handling internal investigations of highly-sensitive and/or complex employment-related complaints (allegations of harassment, discrimination, retaliation, management, work environment) to ensure issues are resolved in a fair and consistent manner. Partners with Legal, HR Business Partners and NBCU Fair Employment Practices as appropriate.
  • Guides, coaches and refers individuals to appropriate resources encouraging a direct approach to resolve the issue. Assists in confidentially surfacing issues to appropriate resolution channels when an individual is unable or unwilling to surface a concern directly to create an awareness of the issue among appropriate decision-makers in the organization. Trains, counsels and coaches managers in conflict resolution to assist with skills to resolve issues quickly and informally at the earliest stage.
  • Partners with the Employee Relations and Organizational Development Teams in assessing the climate of the business. Identifies new issues and opportunities for systemic change for the organization. Serves as a source of detection and early warning of new issues and a source of suggestions to improve existing processes and/or programs.
  • Responsible for Open Door Plus and Peer Review programs. Monitor and track appeals. Act as facilitator for Peer Review sessions. Maintain and train pool of exempt and non-exempt panel volunteers.
  • Prepare unfiltered metrics and reporting to highlight trends in the reporting of grievances and concerns, identifies possible patterns or opportunity areas in policies and practices, recommending revisions and improvements.
  • Develops and presents the Companys position in response to EEOC charges of discrimination filed with federal and state enforcement agencies.

SCOPE: This role works independently with limited direction and must be comfortable in making independent fact-based recommendations. Will partner extensively across HR, Legal and the business.

EDUCATION: Bachelors degree is required Human Resources Management, Business Administration or Legal

EXPERIENCE: Minimum of 7 years of progressive Employee Relations or Human Resources experience (or 4 years in employment law), including significant experience conducting investigations; or equivalent combination of education and experience.


  • Exceptional written and oral communication skills
  • Strong analytic and organizational skills
  • Collaborative, team-oriented approach
  • Ability to identify, prioritize, and resolve issues quickly and effectively
  • Experience conducting investigations in a corporate environment and ability to conduct investigations with empathy, tact, and discretion
  • Ability to interface and communicate effectively with all levels of Team Members, managers, and executives
  • Strong conflict resolution skills
  • Excellent leadership, problem solving, project management, and presentation skills
  • Ability to manage risk while ensuring optimal outcomes are achieved

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Parks & Resorts via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Parks & Resorts HR/Recruitment will be deemed the sole property of Universal Parks & Resorts. No fee will be paid in the event the candidate is hired by Universal Parks & Resorts as a result of the referral or through other means.


Universal elements and all related indicia TM & 2019 Universal Studios. 2019 Universal Orlando. All rights reserved. EOE

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