VP, TOP Escalations and Supply

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Role Summary

Based in Frisco, TX, within Cinemark’s Technology Operations & Presentation Center / Network Operations Center (NOC), the Vice President, Escalations and Supply is a senior executive leader responsible for mission critical support, supply, logistics, refurbishment, and escalation functions that enable reliable theatre operations across Cinemark’s global footprint.

This role leads the Escalations & Supply (E&S) organization, which includes the following functional areas:

• TOP Training & Tier 3 Theatre Technology Escalations
• Outbound Operations & Logistics
• Digital Cinema Equipment Refurbishment
• Supply, Warehousing & Inventory Management
• Assigned cross functional and strategic project teams

The VP will define and execute scalable service strategies, optimize operational performance, manage cost efficiency, and ensure exceptional support outcomes while fostering a culture of accountability, innovation, and continuous improvement.

The successful candidate is a proven leader with experience managing large, complex technical operations, capable of balancing strategic oversight with operational excellence and team development.

This position reports directly to the Senior Vice President, Technology Operations & Presentation.

Key Responsibilities

Leadership & Organization

• Lead, coach, and develop 30+ professionals, including managers, supervisors, trainers, engineers, and technicians across multiple disciplines.
• Establish clear accountability, performance expectations, and talent development plans across all assigned functions.
• Foster a high‑engagement culture with strong morale, operational ownership, and low voluntary attrition.

Service & Operational Excellence

• Design and implement repeatable, scalable, and efficient service delivery models aligned with business, theatre operations, and customer commitments.
• Own Tier‑3 escalation strategy, ensuring rapid resolution of complex, system‑wide technical issues.
• Drive root‑cause analysis, failure trend identification, and long‑term corrective actions across equipment, systems, and processes.
• Ensure inventory accuracy, availability, lifecycle management, and refurbishment quality standards.

Supply, Logistics & Refurbishment

• Oversee outbound logistics, warehousing, and refurbishment operations supporting digital cinema and theatre technology ecosystems.
• Optimize end‑to‑end supply flows, asset utilization, and refurbishment throughput while managing operational risk.
• Ensure compliance with internal controls, quality standards, and safety procedures.

Strategy, Finance & Analytics

• Develop and execute support strategies for new products, system upgrades, strategic initiatives, and acquisitions.
• Prepare and present business cases, cost‑benefit analyses, and investment proposals.
• Own OPEX and CAPEX planning, forecasting, and budget management within the assigned scope.
• Leverage dashboards, forecasting models, and capacity planning to drive data‑informed decisions.

Vendor & Partner Management

• Partner with vendors and suppliers to evaluate, select, measure, and optimize support solutions, equipment, and services.
• Establish performance metrics and governance models to ensure supplier accountability and value delivery.

Qualifications

Required

• 15+ years of leadership experience in cinema/theatrical exhibition or related industries (e.g., digital cinema technology, technical operations, engineering, logistics, electronics manufacturing, or service delivery).
• Proven senior‑level leadership experience managing multi‑layered organizations and managers of managers.
• Demonstrated expertise in technical operations, support engineering, service delivery, or quality organizations at scale.
• Strong systems thinking and root‑cause leadership mindset (trend analysis, prevention, reliability improvement).
• Executive‑level proficiency in operational analytics, dashboards, forecasting, capacity planning, and cost management.
• Exceptional written, verbal, and presentation skills; able to communicate complex topics clearly to all organizational levels.
• Strong executive presence with the ability to build trusted relationships internally and externally.
• Willingness and ability to travel as required.

Considered Assets

• Deep digital cinema and theatre technologies operational knowledge.
• Engineering degree, advanced technical education, or optics/display technology experience.
• Bilingual or trilingual (English, Spanish, Portuguese).
• 5+ years supporting or operating in Latin American markets.
• Experience with enterprise support systems (e.g., ServiceNow or similar).
• Experience with knowledge‑base and inventory management systems.
• Hands‑on exposure to production lines, refurbishment operations, cleanroom environments, or electronics testing.

Benefits Available

At Cinemark, we believe every team member should feel like a hero. Each career comes with a variety of blockbuster benefits for both hourly and salaried team members.

• Employee Discount
• 401(k) Matching*
• Growth Opportunities
• Education Assistance*
• Health Benefits*
• Parental Leave*
• Paid Time Off*
• Daily Pay*
• Free Movies*
• Benefits may vary by career category, so be sure to check the specific details on our career site.

DISCLAIMER: This job description is intended only as a general guideline of your duties and responsibilities at Cinemark and is not a legally binding contract. Cinemark reserves the right to amend, change or terminate the job description, as it deems appropriate. Any change amendments, or modifications may be implemented even though they have not been communicated, reprinted or substituted in this job description.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Cinemark is an Equal Opportunity Employer