Experience Lab Operations Senior Associate (Onsite, Nashville)

Job Description

Job Description

Main areas of focus: Project Management, Volunteers, Event Planning, Customer Experience, Ticketing, Retail

Location : Onsite at the Experience Lab in Franklin, TN

Eligibility : charity: water hires from all 50 U.S. states. At this time, we are only considering candidates who are eligible to work in the United States without the need of company sponsorship now or in the future .

JOB SUMMARY

You’ll organize, manage, and oversee the operations for the Experience Lab and the adjoining staff offices. Reporting to the Experience Lab Director, you’ll work hand in hand with the core team to ensure the front desk is staffed, volunteers are recruited, special events are coordinated, customer experience is maximized and the space is organized and cleaned (among other things). You’ll be the go-to person for helping coordinate all the internal and external stakeholders to ensure The Experience Lab is always ready to help reach more people with the charity: water story.

YOU’LL BE RESPONSIBLE FOR…

●      Supporting the Director with day-to-day operations including staffing, upkeep of Lab exhibits and space, maintenance calls/vendors, and logistics for the Lab and adjoining staff offices.  This includes being responsible for the continued upkeep of the Lab exhibits and space

●      Setting up and managing a volunteer program from recruitment to onboarding to assist with Lab tours and priorities

●      Working with the Finance team on Lab budget, including processing invoices and updating budgets on a monthly basis

●      Helping coordinate special events and visits from charity: water staff, donors and other groups in the Nashville and Franklin area

●      Collecting and analyzing feedback from guests to continuously optimize and improve the visitor experience

●      Creating special Lab hosted events that drive revenue and brand awareness

●      Helping manage the front-desk experience by greeting and checking guests in and out

●      Handling bookings, cancellations, and payments

●      Helping field requests and support group visits and special events

YOU MUST HAVE…

●      3-5 years of project management and/or customer service experience

●      Exceptional organization, communication and project management skills

●      Superior verbal and written communication skills

●      Schedule flexibility; up to 2 working weekends per month

●      Ability to take direction and work independently to accomplish assigned tasks

●      Incredible attention to detail and ability to multitask

IT’S AN ADDED PLUS IF YOU HAVE…

●      Experience working in a high-touch retail environment

●      Proficiency with Jira, Google Suite, or other project management tools

●      Knowledge of various point-of-sale software, ticketing, and/or fundraising platforms

●      Love of hospitality

YOU’LL BE SUCCESSFUL IF…

You’re extremely organized and detail-oriented

You prioritize well and are able to manage important projects, schedules, and communications in an orderly fashion. You can handle and prioritize several projects at once. You can turn a long thread of email correspondence into actionable items for multiple people.

You're methodical

You are able to formulate and follow clear processes and steps. Whether it’s cleaning and categorizing data, managing an event task list, or sourcing freelancers, you can create a repeatable process to help save time and ensure consistency.

You’re a team player

You can coordinate efforts with many different departments -- both internal and external -- to get the job done right. You use sound judgment and intuitive analysis. And you know to follow up to make sure everyone's on the same page, especially when it comes to donor info and other Accounting tasks.

You're trustworthy and professional

You've proven you're equipped to handle and maintain confidential information. You're set on

learning all the ins and outs of the org so that you can handle any question that comes your

way.

TEAM OVERVIEW

The Experience Lab team is a deeply passionate, incredibly thoughtful, and highly skilled group of storytellers, marketers, managers, and makers. At the Experience Lab, an immersive storytelling exhibit about the work of charity: water, we deliver a world-class experience that builds awareness of the global water crisis and inspires supporters to join us in our mission to end it.

HIRING TIMELINE

This role was posted on June 3, 2026 and will remain open for approximately 90 days. 

SALARY RANGE

This is an exempt role with a range of $61,155 - $67,950 a year.

BENEFITS & PERKS

Unlimited PTO

Summer Fridays

6-week paid sabbatical leave after 5 years of employment

Annual bonus potential through The Pool

401k plan + employer match

Medical covered at 85% + Dental/Vision contributions

FSA + dependent day care FSA

Employer-paid life insurance, STD, LTD

16-week paid maternity and paternity leave for new parents

Stipends for Professional Development and a You-do-You Perk

TSA Pre-check reimbursement

2-4 annual travel requirements that foster team alignment, connection and in-person collaboration

ORGANIZATIONAL OVERVIEW

At charity: water, we believe that water changes everything. We work with local implementing partners to fund sustainable solutions that provide clean and safe drinking water to people around the world. Since 2006, with a diverse team of world-changers and an unstoppable community of supporters, we’ve brought clean water to more than 20 million people worldwide. With the makings of a mid-size tech startup, we’re reinventing charity through endless innovation, contagious passion, beautifully crafted stories, and a powerful brand that inspires a new kind of generosity.

At charity: water, we value every background, identity, and experience. We believe that a diverse team, informed by different cultures and perspectives, makes us stronger. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. We commit to providing genuine opportunities for all people to thrive. And we will continue to embed diversity, inclusion, belonging, and equality in everything we do.

Note, charity: water will never ask you for your credit card or financial information during the interview process. Should you receive a message requesting this information, please mark the email as spam and report here.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.