Director of Guest Experience & Operations

Museum-of-Life-and-Scienc; Durham (NC); On-site; USD 70,000 - 78,000; Full time

Job summary

The Museum of Life and Science in Durham, NC is seeking a Director of Guest Operations to lead Guest Relations across admissions, reservations and trains, shaping a welcoming, efficient guest experience.

Reporting to the Vice President for Guest Experiences, this role combines people leadership, operational strategy and data-driven decision making to ensure outstanding service, budget stewardship, and alignment with the museum's mission.

Qualifications

• 5+ years’ experience in a strategic leadership role.
• 10 years of progressive responsibility in customer service.
• Excellent oral and written communication skills.
• Strong interpersonal skills including the ability to work collaboratively.
• Ability to work with diverse populations.
• 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.
• Ability to work flexible schedule (including at least one weekend day per week).
• Experience in budget management.
• Knowledge of first aid and CPR is preferred.

Responsibilities

• Oversee the Museum’s Guest Relations functions across Admission Desk, Park Rangers, Reservations and Train Drivers.
• Provide leadership and supervision for Guest Relations Managers.
• Collaborate to develop and implement efficient Guest Relations procedures.
• Develop and manage Guest Relations budget to promote efficiency and profitability.
• Collaborate on guest policies aligned with strategic goals.
• Develop guest experience enhancements to delight and engage guests.
• Ensure hiring, onboarding, and training standards are applied.
• Plan guest experience improvements through reservations and group check-in.
• Deliver training with People & Culture on customer service.
• Analyze attendance data to support marketing and development goals.
• Support membership goals through admissions and member service.
• Coordinate with cross-functional teams to support exemplary guest experiences.
• Participate in Leadership Team and set annual goals with VP for Guest Experiences.
• Work with Database Administrator to maintain data integrity.

Skills

Strategic leadership

Customer service

Communication

Interpersonal skills

Diversity awareness

Problem solving

Data analysis

POS systems

Budgeting

First aid

Spanish

Blackbaud

Tools

Blackbaud software

Job description

The Museum of Life and Science in Durham, NC is seeking a Director of Guest Operations to lead Guest Relations across admissions, reservations and trains, shaping a welcoming, efficient guest experience.

Reporting to the Vice President for Guest Experiences, this role combines people leadership, operational strategy and data-driven decision making to ensure outstanding service, budget stewardship, and alignment with the museum's mission.