Guest Experience Director

Guest Experience Director – Betty Brinn Children's Museum

Status:
Full-time | Exempt

Reports to:

Vice President of Brand Experience
Supervises:
Guest Experience Team

Our Mission:
Inspire all children to wonder and explore their world through play and innovative, hands‑on learning experiences.

Become a valued member of the Betty Brinn Children's Museum (BBCM) Team! We are seeking enthusiastic, positive, and driven team players who are passionate about early childhood education to help us achieve our mission of providing all children with high‑quality, hands‑on, and playful learning experiences. At BBCM, teamwork thrives through supportive and collaborative discussions. We are committed to investing in our team members’ professional growth and celebrating curious minds.

• Make Memories:
  Deliver unforgettable experiences to families. Create a spark and find the magic, helping each guest write their unique story.
• Raise Your Hand:
  Jump in, check‑in, be all in. Bring your best and work together. Show the team and your guests that they can depend on you.
• Be an Explorer:
  Be curious and open. Keep your gears moving. Bring childlike energy to navigating challenges and discover new possibilities.
• Everyone Counts:
  Be kind to all. Initiate a positive impact in our community. See the potential in every child and make everyone feel like they are a line leader.
• Be More Than a Museum:
  Be a launchpad for life‑long learning. Help families create connections and experience opportunities that lead to brighter futures and a stronger Milwaukee.
• Feel the Fun:
  Radiate joy and delight in our purpose. Embrace the exciting unpredictability of every day.

At the Museum, we are dedicated to providing equal employment opportunities for all employees and job applicants. We prohibit any form of discrimination or harassment based on race, color, religion, age, gender, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws.

The Director of Guest Experience provides proactive leadership and daily management of the frontline teams that shape the museum’s visitor experience. This role ensures that every guest receives an exceptional, engaging, and welcoming experience that reflects the museum’s mission and values. The Director oversees all aspects of daily museum operations, including opening and closing procedures, front desk operations, staffing and scheduling, supply management, responding to guest inquiries, and event bookings.

This role requires a balance of operational excellence, staff development, and creative problem‑solving to align guest services with the museum’s mission of inspiring children through play and learning. If you have a “can‑do” attitude, take initiative, and thrive in a collaborative environment, we encourage you to apply. The ideal candidate will have a strong background in customer service and team leadership, with a passion for creating welcoming and family‑friendly experiences for children and their families.

• Oversee daily guest experience operations to ensure smooth, efficient, and visitor‑focused service.
• Oversee daily operations of BBCM gift shop and cafe, including staffing, inventory, POS, purchasing, and vendor relationships.
• Monitor cost of goods, pricing, and profitability; prepare and manage annual budgets.
• Ensure compliance with health, safety, and food‑service regulations.
• Provide leadership, guidance, and mentorship to the Guest Experience team.
• Recruit, train, and develop high‑performing staff by setting clear expectations and delivering regular feedback and evaluations.
• Develop staffing plans, schedules, budgets, and performance metrics to support service excellence.
• Foster a positive, collaborative, and innovative work culture that emphasizes continuous improvement.
• Serve as a visible leader on the floor, modeling exceptional service standards.
• Maintain and update policies and procedures related to the museum experience.
• Identify opportunities to enhance revenue through guest services, membership sales, and program participation.
• Monitor…