Senior Manager of Retail Operations

About the Role

The Senior Manager of Retail Operations provides strategic leadership and operational oversight for the museum’s guest-facing departments, ensuring exceptional service and driving revenue growth. This position oversees Guest Services, Memberships, Reservations and Celebrations, the Museum Store, and Divy’s Grab and Go Café. The role includes serving as the Manager on Duty during weekends and assigned shifts, providing visible leadership, supporting staff, and ensuring a safe, welcoming, and high-quality guest experience.

The ideal candidate will build and lead strong teams, deliver consistent service standards, respond calmly in high-volume environments, and turn guest engagement into repeat visitation and revenue growth. Success will be measured through earned revenue growth, membership acquisition and retention, operational efficiency, and the development of engaged, high-performing teams.

Responsibilities

• Operational Leadership
  • Collaborate with the CFOO to ensure smooth, effective, and mission-aligned daily museum operations.
  • Provide day-to-day leadership and operational oversight for Guest Services, Memberships, Reservations and Celebrations, the Museum Store, and Divy’s Grab and Go Café.
  • Serve as Manager on Duty during weekends and assigned shifts, addressing guest and staff needs and operational issues in real time.
  • Develop, implement, and improve operational procedures, workflows, and service standards for consistency, safety, efficiency, and outstanding guest experience.
  • Ensure compliance with museum policies, food safety requirements, cash-handling procedures, and applicable regulations.
• Leadership & Staff Development
  • Supervise, coach, mentor, and manage performance for assigned managers and staff in Guest Services, Divy’s, and Reservations.
  • Support recruitment, onboarding, training, scheduling, and ongoing employee development to build engaged, high-performing teams.
  • Foster a positive, collaborative work environment with accountability, teamwork, professionalism, and continuous improvement.
  • Conduct semi-monthly one-on-one meetings with direct reports to ensure accountability and professional growth.
  • Hold regular department staff meetings, check-ins, and performance evaluations for clear communication and alignment.
  • Oversee staff schedules to ensure adequate coverage for 6-day-week museum operations.
  • Maintain clear communication with the CFOO regarding staffing and performance matters.
• Revenue Growth & Business Performance
  • Develop and execute strategies to increase earned revenue across retail, café, memberships, admissions, reservations, and celebrations.
  • Monitor labor costs, inventory performance, waste, sales trends, and other key financial indicators for sound business decisions.
  • Use data, analytics, point-of-sale reporting, and departmental KPIs to identify growth opportunities, efficiency, and profitability.
  • Partner with other departments to improve workflows, strengthen sales practices, manage expenses, and create new revenue opportunities.
• Membership Growth & Guest Experience
  • Develop and execute strategies for membership acquisition, renewal, retention, and engagement.
  • Establish and reinforce guest-service standards for a welcoming, safe, and high-quality experience.
  • Respond to guest feedback, service concerns, and operational challenges with professionalism and solutions.
  • Identify opportunities to convert guest engagement into repeat visitation, membership growth, and earned-revenue activity.
• Collaboration & Strategic Planning
  • Collaborate with the CFOO, leadership team, and assigned departments to align operational priorities with organizational goals.
  • Track departmental performance, prepare updates, and recommend operational improvements based on data and feedback.
  • Support cross-department communication and planning for smooth execution of programs, events, and services.
  • Contribute to annual planning, budgeting, and strategic initiatives related to operational excellence and revenue growth.

Requirements

• Exceptional organizational and time management skills with the ability to prioritize competing responsibilities.
• Demonstrated success leading multiple departments in a fast-paced environment.
• Strong financial acumen with experience managing budgets, labor, inventory, and operational metrics.
• Proven ability to drive revenue growth and improve operational performance.
• Excellent analytical and problem-solving skills.
• Ability to communicate complex information clearly to staff, leadership, and stakeholders.
• Strong leadership presence with the ability to motivate and develop others.
• Ability to manage multiple projects while maintaining attention to detail.
• Commitment to fostering a workplace valuing collaboration, innovation, accountability, and positive attitudes.
• Demonstrated commitment to the mission and core values of Imagine Children's Museum.
• Ability to work a flexible schedule, including weekends, evenings, holidays, and occasional extended hours.

Qualifications

• Minimum of five (5) years of successful supervisory or management experience with progressive responsibility.
• Demonstrated success driving revenue growth, improving operational performance, and leading high-performing teams.
• Experience managing multiple operational departments within retail, hospitality, attractions, entertainment, museums, or similar guest-focused organizations.
• Experience using point-of-sale systems and business reporting tools to analyze performance and support decision-making.
• Bachelor's degree in Business Administration, Hospitality Management, Retail Management, Operations Management, or a related field preferred.

Supervisory Responsibility

Directly supervises Guest Services, Reservations & Celebrations, Divy’s Grab and Go Café, and Memberships/Store Coordinators, with additional staff as assigned.

Work Environment

The role operates in a dynamic children's museum with active exhibits, retail operations, food service, and public spaces. Frequent interaction with children, families, volunteers, and staff is required while maintaining a visible leadership presence. The environment includes moderate noise levels.

Physical Demands

• Regularly required to sit for long periods and occasionally lift and/or move up to 25 pounds.
• Regularly required to stand, walk, climb ladders and stairs for extended periods.
• Independent body mobility to access standard office environments with shelves and drawers of varying heights.
• Vision sufficient to read computer screens, printed text, and handwritten documents.
• Manual dexterity to operate a computer keyboard daily.
• Ability to speak and hear clearly in person, over the telephone, and in small groups.
• Mental stamina for problem-solving, prioritizing tasks, and interpreting instructions.
• Ability to bend, carry, reach, push, pull, twist, squat, and perform repetitive motions.

Pay

$40–$42 per hour, depending on experience.

Schedule

Full-time, onsite in Everett. Requires a flexible schedule, including weekends, evenings, holidays, and occasional extended hours.

Benefits

• Accrued sick time and vacation time.
• Anniversary appreciation day.
• Medical, vision, and dental insurance.
• Life and AD&D insurance.
• Flexible Spending Account (FSA).
• IRA retirement plan.
• Employee Assistance Program (EAP).
• Free museum membership.
• Discounts and other museum perks.