Manager, Museum Operations DPKH

DISCOVERY PLACE INC•Huntersville, NC

30d•Onsite

About The Position

At Discovery Place, a 501(c)(3) nonprofit organization, we fuel your passion for science and the natural world by delivering awe-inspiring exhibits and educational programs. Our immersive experiences captivate, challenge, and empower audiences of all ages, sparking a spirit of discovery and lifelong learning. We hope to forge a future where science catalyzes, creating boundless opportunities, fostering hope, solving complex problems and driving positive change across the globe. The Manager of Museum Operations is the leader of an upbeat and high-energy team, driven to provide unsurpassed customer service and remarkable experiences for museum guests and to maintain all day-to-day operational needs. They will oversee guest experiences, including the operations of revenue generated programs such as camps, birthday parties, classes, shows, other educational activities, and perform admissions-related operations. They will also manage, train, and periodically check-in with Managers on Duty (MOD) as well as serve in the MOD role. Operations Team Members play an important role within the organization: interacting with children and adults in our exhibits, Discovery Garden, and countless other experiences the museum offers. The Manager of Museum Operations serves a critical role in providing leadership to Facilitators, Specialists and other staff and volunteers. Discovery Place integrates STEM and design, character values, social-emotional learning, early literacy, and plays across all educational experiences to ensure that every learner feels a sense of belonging, curiosity, and connection to the natural world. As an educational institution committed to advancing its mission through exceptional learning experiences and meaningful guest engagement, Discovery Place values programs that inspire curiosity and foster connection. Discovery Place recognizes that STEM and design, character values, social-emotional learning, early literacy, and play are all essential in helping every learner feel they belong, think critically, and create confidently. Other duties include overseeing the operations of the implementation of special events, revenue generating experience, maintaining operational procedures, training staff members, working on the museum floor, and other tasks as outlined above or assigned. As an educational institution committed to advancing its mission through exceptional learning experiences and meaningful guest engagement, Discovery Place values experiences that inspire curiosity and foster connection. This role ensures that visitors’ excellence and organizational sustainability work in tandem to drive attendance and deepen impact.

Requirements

Bachelor’s degree from a four-year College or University in a related field.
Leadership and/or supervision experience are required.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Diversity – Shows respect and sensitivity for cultural differences.
Organizational Support – Follows policies and procedures; Supports the organization’s goals and values.
Initiative - Takes independent actions and calculated risks; Looks for and takes advantage of opportunities
Reasoning – Solves practical problems and deals with a variety of variables in various situations.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason when dealing with emotional and sensitive topics.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Executes/Delivers - Makes sustainable and timely progress on assigned tasks; communicates with supervisor when project timeline changes; delivers outcomes that provide value for the organization.
Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Cost Conscious - Conserves organizational resources.
Planning/Organizing – Utilizing logical, systematic, and orderly procedures to meet objectives; the ability to determine goals and priorities and to assess the actions, time and resources needed to achieve those goals; uses time efficiently.
Interpretation – Processes a variety of instructions furnished in written, oral, diagram or schedule form.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Guest Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions. Follows through on commitments.
Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Language Ability – Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format.
Math Ability – Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills: Minimally, should have knowledge of Microsoft office, word processing and spreadsheet software.

Nice To Haves

Fluency in Spanish welcomed.

Responsibilities

Manages facilitation of day-to-day experiences, operational programs, public events and shows, and special programs.
Create schedules for team members.
Oversee the operations of facilitation of demonstrations, public shows, programs, and activities with a high level of professionalism.
Manage daily cash handling to include bank deposits. Train team members on ticketing system and front desk duties.
Support the implementation, training, and evaluation model to ensure mastery of all processes and procedures.
Review, update, create, and train on all SOP’s necessary to run the operations of DPK.
Provide support and guide the high-quality work of team members interacting with guests and support their roles as facilitators and volunteers.
Know and maintain current state education standards for school program/classes. Make recommendations for improvements to existing programs and develop new programs to support to ensure exceptional experiences for the audience
Supervise training and retention of Discovery Place KIDS team members including volunteers.
Maintain up-to-date calendar of events and oversee preparation and cleanup of revenue generated programs like birthday experiences, camps, classes, etc.
Oversee Communication with birthday parties and school group adults for successful execution of event.
Conduct inventory of program supplies and recommend purchasing departmental supplies based on inventory levels and program needs. Provide comprehensive list of needs to director in a timely manner. Secure supplies and materials, ensure procurement processes are followed and completed by the due date.
Collaborate with the program specialist to lead the implementation and operation of special event days
Attend and participate in all meetings related to the operations and management of DPK
Evaluate success of experiences through feedback provided by guests
Work as a forward-facing guest service representative at the admissions desk ensuring exceptional guest experience and interaction
Serve as a Manager on Duty (MOD) to Lead Museum Operations
Greet guests as they enter the museum.
Conduct orientations for groups.
Check in guests and sell retail items through point-of-sale systems
Accurately perform admissions transactions/reporting and follow cash handling procedures
Inform guests of daily and special programming, learning opportunities, membership, and special events
Provide input to management on feedback and information from customers
Monitor inventory levels of consumables, retail merchandise, and exhibit manipulatives within the museum and proactively notify management of needs
Process membership sales
Monitor the museum exhibits, activities, and environment to ensure safety and high-quality guest experience and engagement. Inform director of all problems, issues, and repairs.
Perform exhibit checks and either correct problems or report them to director
Collaborate with the exhibits and facilities team to ensure that facilities and exhibitions on museum floor are maintained and repaired as needed.
Train team members and enforce safety and other policies/procedures within the museum
Manage and schedule daily housekeeping routines for museum activities and exhibits
Train team members and lead in emergency response procedures
Provide detailed cleaning, sanitization, and organization of exhibits and areas during down time
Maintain a clean and orderly work environment
Demonstrate behavior consistent with the organizational culture and expectations (100%)
Continually maintain an outwardly positive demeanor toward coworkers and guests
Maintain a collaborative, team-oriented approach, and can-do attitude
Assist and support other team members and departments in their responsibilities when help is needed
Welcome guests and team members from diverse backgrounds and abilities
Display adaptability and flexibility in an ever-changing environment
Assist in training and sharing business-related knowledge with fellow employees
Maintain a consistently high level of performance