Visitor Experience & Operations Lead

Louisiana Children’s Museum; New Orleans (LA); On-site; USD 42,000 - 64,000; Full time

Job summary

Louisiana Children's Museum is seeking an Operations Experience Lead to ensure an exceptional visitor experience and smooth daily operations across Welcome Desk, Admissions, and exhibit spaces. You will supervise frontline staff, manage the POS system, and collaborate with multiple teams to deliver engaging play-based experiences for families.

The role emphasizes leadership, guest service, and program support, with focus on safety, inclusivity, and a love of playful learning in a dynamic museum

Qualifications

• Minimum 2 years supervisory or lead experience in operations, hospitality, education, or customer service.
• Experience working with children and families in a learning or play-based environment.
• Strong leadership, customer service, and interpersonal skills.
• Proficient in Microsoft Office 365 and POS systems.
• Excellent organizational, communication, and problem-solving skills.
• Open availability, weekends, some holidays.

Responsibilities

• Oversee daily operations in Welcome Desk, Admissions, Lobby, Store, and Group/Birthday experiences.
• Manage and troubleshoot the POS system, ensuring accurate sales for admissions, memberships, birthdays, and retail.
• Ensure proper cash handling, register balancing, and financial accuracy.
• Monitor guest flow and provide direct support at entry, check-in, and throughout central visitor areas.
• Act as point of contact for guest concerns, offering real-time de-escalation and solutions.
• Ensure operational spaces remain safe, clean, and welcoming.
• Actively engage children and caregivers in purposeful play in exhibit galleries and outdoor environments.
• Model research-based best practices in early childhood development and share strategies with families.
• Support facilitation of programs, seasonal events, and community experiences.
• Collaborate with Play Facilitators to create consistent, high-quality guest experiences across all galleries.
• Onboard and train Visitor Services Associates, Play Facilitators, Birthday Hosts, and other frontline staff.
• Provide coaching, mentoring, and timely performance management.
• Foster a positive, inclusive, and playful team culture.
• Coordinate schedules, assignments, and shift coverage for operational and program areas.
• Drive revenue goals for admissions, memberships, and retail.
• Support staff in upselling memberships and promoting museum programming.
• Collaborate with Marketing & Sales to align guest engagement with campaigns.
• Work closely with Museum Experience, Volunteer, and Education teams for seamless guest service.
• Assist with special events, festivals, and high-volume community programs.
• Collect visitor feedback, surveys, and evaluation data to improve the guest experience.
• Other duties as assigned.

Skills

Supervisory experience

Customer service

Leadership

Problem solving

Communication

Tools

POS systems

Microsoft Office 365

Job description

Louisiana Children's Museum is seeking an Operations Experience Lead to ensure an exceptional visitor experience and smooth daily operations across Welcome Desk, Admissions, and exhibit spaces. You will supervise frontline staff, manage the POS system, and collaborate with multiple teams to deliver engaging play-based experiences for families.

The role emphasizes leadership, guest service, and program support, with focus on safety, inclusivity, and a love of playful learning in a dynamic museum