Vice President of Guest Operations

Marbles Kids Museum • Raleigh, NC

11d • Onsite

About The Position

Marbles Kids Museum is seeking a dynamic, visionary leader to shape every moment of the guest journey, overseeing experiences across the museum, IMAX, and PlayStore. As Vice President of Guest Operations, you will uphold and advance Marbles’ standards for an exceptional, engaging, and seamless visitor experience while driving operational excellence and inspiring future generations to learn through play. This high-impact executive role sits at the intersection of strategy and execution, guiding teams, influencing culture, and ensuring every interaction reflects Marbles’ mission and supports its continued growth.

Requirements

• 8+ years of leadership experience in museums, entertainment, retail, or related fields.
• Strong background in guest-facing services ideally in a family-friendly setting.
• Proven track record supervising large teams.
• Demonstrated ability to manage budgets, resources, and operational performance.
• Excellent organizational, planning, and problem-solving skills.
• Strong communication, interpersonal, and coaching abilities.
• Proficiency with operational software and tools (e.g., Tessitura, Teams, Humanity, Microsoft Office).
• Knowledge of child development, play, and family-focused guest experiences.
• Commitment to maintaining a safe, inclusive, and mission-aligned environment.

Responsibilities

• Provide strategic oversight for the guest-facing operations, including but, not limited to staffing, budgeting, and customer service experience, to ensure an exceptional and consistently high-quality visitor experience.
• Oversee the museum’s guest-facing operations, including but not limited to the Welcome Desk, Exhibit Activation, Groups, and Birthday to ensure a smooth, friendly, and efficient experience for our museum guests.
• Oversee PlayStore and IMAX Theater operations to ensure guest-focused, friendly service and operational efficiency; provide strategic leadership and support to the Director of Retail, empowering them to manage day-to-day operations, including product purchasing, team oversight, and execution of retail and theater functions.
• Oversee the implementation, development, delivery, and coaching of on-the-job training.
• Develop, implement, and continuously evaluate standard operating procedures, training manuals, and operational processes.
• Collaborate with the Events, Learning Engagement, and Community Engagement teams to support museum programming, guest stars, camps, and other opportunities offered within the museum.
• Build strong cross-functional relationships with Exhibits, Marketing, Customer Support, and Events to support museum operations, including but not limited to maintenance needs, promotions, and sales.
• Regularly work alongside the team to and provide a leadership presence in guest-facing areas to assess experience quality, reinforce standards, and inform strategic operational decisions.
• In collaboration with the Customer Support and Community engagement team, oversee the collection, dissemination, and actions taken to guest feedback through surveys, comment cards, and in the moment feedback.
• Execute emergency preparedness plans and oversee Marbles’ emergency response processes from a guest face perspective.
• Analyze guest behavior, market trends, and retail performance to drive strategic decisions.
• Collaborate with the VP, Facilities and Technology to align third-party cleaning and security services with operational priorities, enhancing visitor safety, cleanliness, and overall experience.
• Monitor and oversee operational systems and vendor contracts, assessing effectiveness and recommending improvements or alternative solutions when performance or value does not meet organizational needs.
• Develops and implement the guest-facing budgets (Guest Facing staff, attendance for Museum, PlayStore, and Theater).
• Oversee and improve operational efficiency related to scheduling, staffing, and inventory management.
• Maintain awareness of trends, best practices, and emerging technologies in children’s museums, retail, and entertainment operations.
• Collaborate with the Volunteer Coordinator to strategically deploy and engage volunteers in guest-facing spaces to enhance the visitor experience.
• Cultivate relationships with downtown Raleigh partners, including local businesses, public spaces, and community programs, to enhance participation in shared events and activations.
• Direct and oversee inventory of guest service-related supplies and organize behind-the-scenes operational spaces.
• Participate in strategic, short- and long-term planning as the Guest Experience representative on the Executive and Senior Leadership Teams.
• Perform all other duties assigned by supervisor.
• Oversee recruit, hire, train, and develop leaders and team members across Guest Engagement and Retail Operations teams.
• Oversee daily workflow, performance management, and evaluations.
• Provide ongoing coaching and development to managers and team leads to ensure high performance and engagement.
• Handle disciplinary actions and terminations in alignment with company policies.

Benefits

• Medical, dental, vision insurance
• Health Savings and flexible spending accounts
• Life and AD&D insurance
• Short and Long-Term Disability
• Parking benefits and GoTriangle Bus Pass
• Paid time off for 17 vacation days and 9 holidays
• Eligible to participate in the Company’s 401k program with employer matching after a waiting period
• Employee Assistance Program
• Great Marbles Perks & Discounts
• Fitness Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 11-50 employees