Head of Operations & Business Management

Job Description 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.
10 years of progressive responsibility in customer service

• 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
• 2+ years database experience
• Spanish-speaking
• Knowledge of Blackbaud or related software

Provide leadership and primary supervision for Guest Relations Managers
Develop and manage Guest Relations budget to promote efficiency and profitability
Collaboratively develop and implement guest policies in accordance with strategic goals
Ensure hiring, onboarding, organizational policies and training standards are adequate and consistently applied
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 with Database Administrator to develop and maintain policies and procedures that ensure integrity of member and reservations data.
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.