Senior Manager of Guest & Member Engagement

Job Details

Location:

Corporate Head Quarters - Milwaukee, WI 53202

Position Type:
Full Time

Job Title/Position:
Senior Manager of Guest & Member Engagement

Reports to:

Vice President of Exhibits & Experiences

Schedule:

Primarily Monday-Friday, Weekends & Evenings as needed

Pay Rate: $65,000-$75,000

The Senior Manager of Guest Services and Membership provides strategic leadership and hands-on operational oversight for the teams that welcome, serve, retain, and grow Discovery World’s audience. This role ensures that every guest and member interaction is welcoming, efficient, inclusive, mission-aligned, and financially accountable. Reporting to the Vice President of Exhibits & Experiences, the Senior Manager leads frontline operations, membership services, ticketing support, guest recovery, staff development, departmental planning, and cross-functional coordination for daily visitation, programs, events, and peak attendance periods.

• Directly supervise the Guest Services and Membership teams, including managers, supervisors, team leads, representatives, and other assigned staff.
• Management of 3-5 leadership positions and approximately 20-30 team members.
• Recruit, hire, onboard, train, coach, schedule, and evaluate staff to ensure consistent service standards and strong team performance.
• Build a positive, accountable, inclusive team culture that supports employee engagement, professional growth, and retention.
• Establish clear expectations, provide regular feedback, and address performance matters promptly and constructively.
• Participate in departmental and institution-wide planning related to attendance, exhibitions, programs, events, operations, and audience engagement.

• Oversee daily guest-facing operations, including admissions, entry flow, ticketing support, way finding, guest recovery, and guest inquiries and feedback response.
• Ensure frontline service practices reflect Discovery World’s mission, brand, values, accessibility commitments, and standards for hospitality.
• Partner with Exhibits, Education, Aquarists, Facilities, Security, Retail, Food Service, Events, Marketing, and Finance colleagues to support smooth operations and excellent guest outcomes.
• Develop and maintain standard operating procedures, service scripts, escalation protocols, and emergency response support procedures for guest-facing staff.
• Monitor attendance patterns, peak periods, guest feedback, and operational issues to recommend improvements to staffing, systems, signage, and guest flow.

• Lead membership operations with an emphasis on member acquisition, engagement, retention, renewals, upgrades, benefits fulfillment, and high-quality member service.
• Collaborate with Marketing, Development, Finance, and Public Experience colleagues to support membership campaigns, reporting, communications, and revenue goals.
• Ensure accurate membership transactions, data entry, acknowledgments, issue resolution, and benefit delivery across in-person, phone, email, and digital channels.
• Analyze membership trends, guest conversion opportunities, feedback, and service metrics to identify opportunities for growth and improved member satisfaction.
• Support member events, previews, promotions, and special access experiences in partnership with internal teams.

• Oversee the effective use of ticketing, membership, point-of-sale, customer relationship management, and guest feedback systems.
• Ensure accurate cash handling, transaction processing, refunds, discounts, reconciliations, and financial controls in partnership with Finance.
• Use data to identify operational trends, drive engagement, drive…