Guest Experience & Operations Lead

Discovery Lab; Tulsa (OK); On-site; USD 49,000 - 68,000; Full time

Job summary

Discovery Lab in Tulsa, OK is seeking a Guest Engagement Manager to lead the front desk, gift shop, birthday parties, and gallery programming, ensuring a fun, welcoming, educational, and safe guest experience. You’ll drive world-class hospitality, develop staff, and align operations with the museum’s mission.

You will oversee staffing, scheduling, training, and budget; monitor visitation trends, handle guest concerns, and collaborate with marketing to keep displays engaging and programming

Qualifications

• Knowledge of museum pedagogy and informal education.
• Retail or store management experience, including inventory and cash handling.
• Excellent people management and problem-solving skills.
• Excellent customer service for internal and external stakeholders.
• Organized attention to detail.
• Ability to exercise initiative and good judgment in anticipating problems.
• Ability to recognize and respond to safety and security issues.
• High energy to facilitate museum experiences and actively move around the museum floor.
• 1+ years’ experience in group management and group facilitation.

Responsibilities

• Oversee daily guest-facing operations at front desk, gift shop, birthday parties, and gallery.
• Ensure staffing and programming flow; schedule Managers on Duty.
• Lead meetings such as morning meetings and trainings.
• Set strategic goals with the COO and manage tactics to achieve them.
• Manage budget and sales; monitor visitation patterns.
• Handle customer complaints and incidents; maintain safety.
• Open/close cash tills and enforce cash handling policies.
• Maintain clean, welcoming spaces; support staff across areas.
• Hire, train, and conduct performance reviews.

Skills

Museum pedagogy

Retail management

Staff management

Customer service

Attention to detail

Problem-solving

Safety and security awareness

Group management

Communication

Education

High School Diploma or GED

Job description

Discovery Lab in Tulsa, OK is seeking a Guest Engagement Manager to lead the front desk, gift shop, birthday parties, and gallery programming, ensuring a fun, welcoming, educational, and safe guest experience. You’ll drive world-class hospitality, develop staff, and align operations with the museum’s mission.

You will oversee staffing, scheduling, training, and budget; monitor visitation trends, handle guest concerns, and collaborate with marketing to keep displays engaging and programming