Director of Guest Operations

Museum Of Life And Science•Durham, NC

1d•$70,000 - $78,000•Onsite

About The Position

Come help shape the guest experience at one of the Triangle’s favorite destinations! From the first hello to the last train ride of the day, the Director of Guest Operations helps make every visit to the Museum of Life and Science memorable. The Museum of Life and Science is an 84-acre science center where science, nature, animals, and hands-on discovery come together to inspire curiosity for guests of all ages. The Director of Guest Operations, reporting to the Vice President for Guest Experiences, leads the teams at the heart of the Museum’s day-to-day guest experience. This role combines people leadership, operational strategy, exceptional customer service, and a little bit of Museum magic. The Director creates the standards, systems, training, and culture that help our Guest Relations teams thrive while ensuring every guest feels welcomed, supported, and excited to explore. As a member of the Museum’s Leadership Team, the Director also works across departments to use data, creativity, and collaboration to continually strengthen the guest experience.

Requirements

5+ years’ experience in a strategic leadership role
10 years of progressive responsibility in customer service
Able and willing to embrace Museum mission of science as a way of knowing
Excellent oral and written communication skills
Strong interpersonal skills including the ability to work collaboratively
Ability to work with diverse populations
Creative problem-solving skills
Experience using data to develop, track and analyze sales objectives and performance
Experience with point-of-sale systems, ability to accurately handle and reconcile cash and credit card transactions
Strong computer skills (including Excel)
Ability to work flexible schedule (including at least one weekend day per week)
Crisis management skills
Experience in budget management
Strong strategic development skills
Ability to be on one’s feet for up to 8 hours at a time and walk distances of up to one mile over varying terrains.

Nice To Haves

2+ years database experience
Spanish-speaking
First aid and CPR certification
Knowledge of Blackbaud or related software

Responsibilities

Oversight of the Museum’s Guest Relations functions performed by the Admission Desk, Park Rangers, Reservations and Train Drivers including:
Provide leadership and primary supervision for Guest Relations Managers
Collaborate with Managers to develop and implement efficient Guest Relations operational procedures
Develop and manage Guest Relations budget to promote efficiency and profitability
Collaboratively develop and implement guest policies in accordance with strategic goals
Develop and implement guest experience enhancements such as pocket science to delight and engage guests
Ensure hiring, onboarding, organizational policies and training standards are adequate and consistently applied
Develop and implement plans to enhance guest experience through the reservation process and group check-in
In collaboration with People & Culture, develop and deliver customer service and guest experience training
Collect, analyze and share attendance data and metrics with internal teams to support marketing and development objectives
Partner with Membership team and support membership goals through Admission Desk sales and member customer service
Collaborate across teams to ensure the overall operational functions support an exemplary guest experience
Participate in ensuring the delivery of the museum’s strategic objectives through participation in the Museum’s Leadership Team
Plan strategic direction and set annual goals in collaboration with VP for Guest Experiences
Collaborate with Database Administrator to develop and maintain policies and procedures that ensure integrity of member and reservations data.
Participate in the museum’s Shadow Team and Safety Committee to include leading First Aid and Train subcommittees
Attend and participate in Emergency Coordinator training as well as act as Emergency Coordinator when the need arises.
Facilitate regular department meetings to work on systems structures and processes, formulation and/or adjusting best business practices.