Guest Experience Director

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 seek enthusiastic, positive, and driven team players passionate about early childhood education to help 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 invest in professional growth and celebrate curious minds.

Our Team Values:

• Make Memories:
  Deliver unforgettable experiences and spark magic in each family.
• Raise Your Hand:
  Be all‑in, collaborate, and show dependability.
• Be an Explorer:
  Curiosity, open energy, and childlike joy at challenges.
• Everyone Counts:
  Kindness, positive impact, and inclusion.
• Be More Than a Museum:
  Launchpad for lifelong learning and community impact.
• Feel the Fun:
  Radiate joy, embrace unpredictability.

We provide equal employment opportunities for all employees and job applicants. Discrimination or harassment based on protected characteristics is prohibited.

The Director of Guest Experience leads and manages frontline teams to shape an exceptional museum visitor experience. Responsibilities include daily operations, staffing, budgeting, and guest satisfaction. The role balances operational excellence, staff development, and creative problem‑solving aligned with our mission of inspiring children through play.

• Oversee daily guest experience operations for smooth, visitor‑focused service.
• Manage gift shop and cafe operations, staffing, inventory, POS, purchasing, and vendors.
• Monitor cost of goods, pricing, and profitability; prepare annual budgets.
• Ensure compliance with health, safety, and food‑service regulations.
• Lead, mentor, and develop the Guest Experience team.
• Recruit, train, and evaluate high‑performing staff.
• Develop staffing plans, schedules, budgets, and performance metrics.
• Foster a positive, collaborative, innovative work culture.
• Serve as a visible leader on the floor, modeling exceptional service standards.
• Maintain policies and procedures related to the museum experience.
• Identify revenue enhancement opportunities through guest services, membership sales, and programs.
• Monitor guest feedback and data for continuous improvement.
• Oversee the department budget, procurement, and resource allocation.

• Maintain high standards of service, ensuring welcoming, inclusive, memorable interactions.
• Develop and implement service protocols, training programs, and performance benchmarks.
• Resolve escalated guest concerns professionally.
• Monitor and analyze guest feedback to drive improvements.
• Collaborate across departments for seamless visitor experiences.
• Serve as the primary contact for visitor feedback, resolving concerns promptly.
• Manage and track satisfaction surveys, report across the organization, and implement improvements.
• Oversee the department budget and resource allocation.
• Other duties as assigned.

• Five years of progressive experience leading, supervising, and developing diverse teams.
• Must be available to work mornings, evenings, and weekends depending on museum needs.

• Proven ability to lead, mentor, and develop teams for high performance.
• Exceptional customer service focused on welcoming, inclusive experiences.
• Strong conflict resolution and problem‑solving for escalated concerns.
• Experience managing daily operations, staffing, scheduling, and workflow efficiency.
• Strategic planning and budgeting skills, including setting metrics and goals.
• Ability to oversee programs and support staff for high‑quality experiences.
• Strong collaboration skills across departments.
• Analytical skills to monitor feedback, track metrics, and drive continuous improvements.
• Excellent verbal and written communication for interactions with staff, leadership, and visitors.
• Experience developing, implementing, and maintaining policies and procedures.
• Data‑driven decision maker;…