Retail Operations Lead

Chabot Space & Science Center unlocks the beauty and power of science for Oakland, the East Bay, and beyond. Perched on 14 acres in the redwoods above the city, Chabot is home to immersive exhibits, a state-of-the-art planetarium, the official NASA Ames Visitor Center, and the largest free public observatory in the Western United States.

For many guests, the last stop at Chabot is a souvenir that keeps a kid talking about space all the way home, or a warm drink under the stars in front of the telescopes. The Retail Operations Lead makes those moments happen. Reporting to the Retail Operations Manager, this person is a hands-on floor leader and mentor in the Guest Experience Department, specializing in the gift shop, café, and concessions, during daily admission hours and at evening programs and events.

This is a job for someone who loves a well-merchandised shelf, a balanced cash drawer, and a stockroom where everything is exactly where it should be, and who brings real warmth to every guest at the register. As a keyholder, you'll open and close retail spaces, coach Associates on sales and service, and run retail operations on your own when the Retail Operations Manager is out. You'll also stay hands-on across the full range of Guest Experience Associate work, from admissions to Planetarium support, and you'll cross-cover with the Guest Experience Lead as a fellow mentor to the frontline team.

If you're ready to step into a leadership role where your retail skills help support a nonprofit science center, we'd love to meet you.

Duties/Responsibilities

• Supervises and coordinates the daily tasks of the retail, café, and concessions team, including opening and closing the cafe, gift shop, and concession areas to create a warm, welcoming, smoothly operating environment well-prepared for each day.
• Runs retail and concession operations and serves as backup floor lead on a typical day when the Retail Operations Manager is not present, following the daily operating policies, procedures, and checklists they and the Retail Operations Manager have established. Recommends new procedures for continual improvement in response to changing guest needs.
• Responsible for cash handling, point-of-sale reconciliation, and daily sales reporting, in accordance with Chabot’s financial policies.
• Restocks and refreshes merchandise, assists with visual merchandising and product displays, and helps maintain a clean, organized, and visually appealing retail environment.
• Assists with inventory management tasks, including receiving, stock counts, and flagging replenishment needs to the Retail Operations Manager.
• Helps deploy and operate the mobile concession cart at evening and event service.
• Assists with fulfillment of online store orders and helps keep online product and inventory information current, in coordination with the Retail Operations Manager.
• Mentors, coaches, and trains Guest Experience Associates working in retail, café, and concessions on sales techniques, product knowledge, and customer service standards.
• Assists the Retail Operations Manager with day-to-day scheduling of retail and concessions coverage, in coordination with the Guest Experience Lead and/or Manager to ensure the broader floor schedule stays aligned.
• Cross-trains and cross-covers with the Guest Experience Lead and/or Manager, serving as a secondary mentor to staff working in admissions, front desk, or the Planetarium when needed, with shared leadership goal of hospitality and revenue generation.
• Responds promptly to guest service issues, coordinating solutions and escalating to the Retail Operations Manager or Guest Experience Manager when necessary.
• Exercises independent judgment to delegate back-of-house tasks to Guest Experience Associates and On-Call Staff during quieter shift moments, fostering a proactive team culture and keeping the floor guest-ready.

Guest Experience Associate Duties

• Performs the full range of Guest Experience Associate responsibilities, including admissions, front desk, membership sales, Planetarium show support, floor resets, and general guest assistance, modeling the highest standard of guest-first hospitality.
• Assists with field trip, group, and rental check-in and wayfinding as needed.
• Provides mobile hospitality support and check-in at events at front desk or other points of entry.
• Other duties as assigned.

Required Skills/Abilities

• Proven experience in retail, café, or concessions supervision, preferably in a museum, attraction, or hospitality environment.
• Strong merchandising and organization instincts and experience with inventory management and point-of-sale systems.
• Comfortable serving as a cash-handling keyholder responsible for daily reconciliation and deposits.
• Excellent communication and coaching skills, with the ability to mentor and give real-time feedback to peers.
• Strong floor leadership presence, a proactive communication style, with the ability to make sound decisions and manage a shift independently.
• Experience with e-commerce/online store fulfillment processes.
• Passion for science education and a commitment to fostering an inclusive, guest-first environment.

Education and Experience

• High school diploma or equivalent required; some college or a degree in retail management, business, hospitality, or a related field preferred.
• 2+ years of experience in retail, café, or concessions, with demonstrated leadership, shift-lead, or keyholder experience.
• Previous experience working in a museum, attraction, or hospitality retail setting strongly preferred.
• Spanish speaking skills a plus.

Must be committed to working in a diverse workforce with dignity and respect, appreciating unique backgrounds and experiences, and fostering an inclusive and welcoming environment for everyone.

Physical Requirements

The physical requirements listed below are characteristic of those that must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit, stand, and walk for extended periods of time.
• Ability to lift 30 pounds.
• Ability to work indoors in environmentally controlled conditions, or outdoors in seasonal temperatures.
• Ability to work in a sometimes loud and active environment for an extended period.
• Ability to work in crowded environments.
• Flexibility to work varied shifts, including evenings, weekends, occasionally overnight, and holidays as required by the facility.
• This is a full-time, non-exempt position.
• Pay Range: $24- $26 dependent on experience
• Competitive pay commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and growth within the organization.
• The chance to be part of a dynamic team dedicated to inspiring curiosity and promoting scientific literacy.

Chabot is an Equal Opportunity Employer

Chabot is an Equal Opportunity Employer committed to diversity, equity, and inclusion. Our employees are people with differing strengths, experiences, and backgrounds who share a passion for bringing science to the full range of our community – sparking excitement about a universe of possibilities beyond our planet. Diversity not only includes race and gender identity but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.