Director of Guest Experience & Operations

Socket.dev; Durham (NC); On-site; USD 90,000 - 125,000; Full time

Job summary

Museum of Life and Science in Durham, NC, seeks a Director of Guest Operations to lead Guest Relations across Admissions, Park Rangers, Reservations, and Train Drivers. You will shape day-to-day guest experiences and set standards, training, and culture to delight visitors.

Reporting to the Vice President for Guest Experiences, you will use data and collaboration to strengthen guest experience, while guiding budgeting, policies, and strategic initiatives across departments.

Qualifications

• 5+ years in a strategic leadership role.
• 10 years of progressive responsibility in customer service.
• Able to embrace the museum mission of science as a way of knowing.
• Excellent oral and written communication skills.
• Strong interpersonal skills for collaboration.
• 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 and handling cash/credit transactions.
• Strong computer skills (including Excel).
• Ability to work flexible schedules including at least one weekend day per week.
• Crisis management skills.
• Experience in budget management.
• Strong strategic development skills.
• Ability to stand for up to 8 hours and walk up to a mile.

Responsibilities

• Provide leadership for Guest Relations Managers.
• 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.
• Enhance guest experience with programs like pocket science.
• Oversee hiring, onboarding, and training standards.
• Improve guest experience through reservation process and group check-in.
• Deliver customer service and guest experience training with People & Culture.
• Analyze attendance data to support marketing and development goals.
• Support membership goals through Admission Desk sales and member service.
• Ensure cross-team alignment to support an exemplary guest experience.
• Participate in Leadership Team to meet museum objectives.
• Plan annual goals with the VP for Guest Experiences.
• Maintain data integrity policies with the Database Administrator.
• Lead First Aid and Train subcommittees as part of emergency planning.
• Attend and contribute to Emergency Coordinator training.
• Lead department meetings to improve systems and processes.

Skills

Leadership

Customer service

Communication

Data analysis

Budget management

Excel

Sales objectives

POS systems

Team supervision

Strategic development

Tools

Point-of-sale systems

Excel

Blackbaud

Job description

Museum of Life and Science in Durham, NC, seeks a Director of Guest Operations to lead Guest Relations across Admissions, Park Rangers, Reservations, and Train Drivers. You will shape day-to-day guest experiences and set standards, training, and culture to delight visitors.

Reporting to the Vice President for Guest Experiences, you will use data and collaboration to strengthen guest experience, while guiding budgeting, policies, and strategic initiatives across departments.