OPERATIONS ENGAGEMENT MANAGER

Job Summary

The Operations Manager is responsible for the coordinated oversight and execution of daily guest-facing operations across Visitor Services, Play Building, and the Museum Store. This role ensures operational consistency, high-quality guest experience, and adherence to all organizational policies, procedures, and safety standards. Working within established staffing models, budgets, and organizational priorities, the Operations Manager actively monitors real-time operations, adjusts workflows as needed, and ensures appropriate staff deployment. This position plays a key role in bridging frontline execution with leadership strategy by providing direction, support, and accountability to operational teams. The Operations Manager directly supervises assigned staff and provides indirect oversight to frontline team members through coaching, guidance, and operational leadership. The role may assume frontline responsibilities as needed to maintain safety, service continuity, and operational standards. This position requires sound judgment, decision-making within defined authority, and the ability to escalate complex or high-risk issues appropriately. Leadership retains discretion to modify duties within the reasonable scope of the role, consistent with business needs and applicable law.

Supervisory Responsibilities

• Providing direct reports: Group Experience Coordinator & Operations Engagement Lead with day-to-day guidance in alignment with museum standards, policies, and operational goals.
• Overseeing and approving staff scheduling to ensure appropriate coverage across all operational areas while adhering to approved labor budgets and staffing models.
• Ensuring operational readiness for all operational areas to include Visitor Services, Museum Experience, Play Building, Museum Store, Group Visits and Birthday Operations.
• Participating in performance management processes, including coaching, documentation, and corrective action, in partnership with Human Resources.
• Maintaining accountability for overall operational readiness and escalate issues that exceed scope, authority, or risk tolerance to the Operations Engagement Director.
• Partner with the Operations Engagement Director on higher-level decision-making, disciplinary actions, and policy enforcement.

Responsibilities And Duties

• Promote the culture and brand of LCM.
• Project a positive image of the organization to employees, volunteers, guests, and the community.
• Assess, build, and lead the overall quality of the visitor experience and daily operations of the Museum.
• Develop and ensure that department systems, procedures, and practices support effective operations.
• Create an environment that provides outstanding customer service and encourages repeat visits; with a focus on membership engagement, membership retention, and growth.
• Regularly evaluate Museum operations and identify areas for improvement and growth.
• Support the Museum's diversity and include best practices to ensure that all visitors feel respected, warmly welcomed, and comfortable.
• Support the museum's strategic objectives of delivering extraordinary visitor experiences with a focus on deep engagement in making and innovating learning experiences for children, families, teachers, and community partners.
• In collaboration with the Education Team aid in the logistical planning of LCM's weekly & monthly programming.
• Ensure the highest quality experience for all visitors by assisting museum educators in providing an educationally rich, inquiry-based, playful approach to exhibits, outdoor experiences, and all interactive programming.
• Consistently monitor floor operations to ensure the optimal guest experience.
• Communicate with the Chief Engineer, Maintenance Manager, and Museum Experience Manager to oversee the proper functionality and safety of exhibits regularly.
• Collaborate with the Group Experience Supervisor on a continual process improvement plan for the birthday party and field trip visitor experience.
• Provide support to the Museum Experience, Visitor Services, and Museum Store teams to continually look for ways to increase efficiency and flow for the visitor experience and internal processes and make recommendations and changes as appropriate.
• Provide POS troubleshooting and run reports regularly; communicate with the CFO and COO on continued best practices and potential solutions.
• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree or associate Degree w/ at least 4 years of supervisory experience
• Excellent leadership, interpersonal, communication, organizational, analytical, multitasking, problem-solving, and decision-making skills
• Proficient in MS Office 365 Suite

Physical Requirements

• Prolonged periods of standing and walking
• Must be able to lift up to 20 pounds
• Exposure to outdoor elements