Visitor Experience Operations Leader

Royal Ontario Museum; Toronto; On-site; CAD 79,000 - 93,000; Full time

Benefits offered by this job

Comprehensive benefits

Pension plan

Parental leave top-up

Free ROM membership

Job summary

Royal Ontario Museum (ROM) is seeking an Assistant Manager, Visitor Experience to lead front‑of‑house operations and drive behind‑the‑scenes initiatives for a superior visitor experience. Reporting to the Senior Manager, you’ll supervise a large Concierge team and partner across ROM and external groups on workforce planning, systems, budgeting, and change management.

You will translate goals into day‑to‑day operations, manage budgets, procurement, and data reporting, and coach staff to deliver

Qualifications

• Minimum five years in customer service or a high-volume public-facing environment.
• At least three years leading, coaching, and developing staff.
• Bachelor’s degree or equivalent with operations or arts & culture focus is an asset.

Responsibilities

• Lead and support a large front-of-house team delivering visitor-centred experiences.
• Oversee ticketing, membership services, coat check, and contact centre operations.
• Coordinate staffing for up to 75 employees within budget.
• Manage operational projects from planning through implementation.

Skills

Customer service

Leadership

Staff development

Project management

Operational planning

Data analysis

Problem solving

Digital literacy

Communication

Team coordination

Education

Bachelor’s degree or equivalent

Specialization in operations / arts & culture management

Tools

POS systems

CRM

Ticketing systems (BOS/VivaTicket)

Microsoft Teams telephony

Office software

Job description

Royal Ontario Museum (ROM) is seeking an Assistant Manager, Visitor Experience to lead front‑of‑house operations and drive behind‑the‑scenes initiatives for a superior visitor experience. Reporting to the Senior Manager, you’ll supervise a large Concierge team and partner across ROM and external groups on workforce planning, systems, budgeting, and change management.

You will translate goals into day‑to‑day operations, manage budgets, procurement, and data reporting, and coach staff to deliver