Vice President of Guest Operations

Vice President of Guest Operations

Marbles Kids Museum is a vibrant nonprofit childrens museum and IMAX Theatrelocatedin the heart of downtown Raleigh. Marbleshasbeen sparking imagination discovery and learning through play since opening its doors in a diverse population of families school groups and community organizations through award-winning play-based exhibits summer camps IMAX documentaries feature movies andspecial eventsyear-round. Today Marbles ranks among the top family destinations in North Carolina providing learning experiences for children with creative programs and larger-than-life movies.

The Opportunity

Marbles Kids Museum isseekinga dynamic visionary leader to shape every moment of the guest journey overseeing experiences across the museum IMAX andPlayStore. As Vice President of Guest Operations you will uphold and advance Marbles standards for an exceptional engaging and seamless visitor experience while driving operational excellence and inspiring future generations to learn through play. This high-impact executive role sits at the intersection of strategy and execution guiding teams influencing culture and ensuring every interaction reflects Marbles mission and supports its continued growth.

Essential Job Responsibilities

• Provide strategic oversightfortheguest-facing operations includingbutnot limited tostaffing budgeting andcustomer service experience to ensure an exceptional and consistently high-quality visitor experience.

• Overseethe museumsguest-facing operations includingbut not limited to theWelcome Desk Exhibit Activation GroupsandBirthdayto ensure a smooth friendly and efficient experience for our museum guests.

• OverseePlayStoreand IMAX Theater operations to ensure guest-focused friendly service and operational efficiency; provide strategic leadership and support to the Director of Retail empowering them to manage day-to-day operations including product purchasing team oversight and execution of retail and theater functions.

• Oversee the implementation development delivery and coachingof on-the-job training.

• Develop implement and continuously evaluate standard operating procedures training manuals and operational processes.

• Collaborate withtheEventsLearningEngagementand Community Engagement teams to support museum programming guest stars camps and other opportunities offered within the museum.

• Build strong cross-functional relationships withExhibits Marketing Customer Support and Events to support museum operations includingbut not limited tomaintenanceneeds promotions and sales.

• Regularly workalongside the teamtoandprovide a leadership presence in guest-facing areas to assess experience quality reinforce standards and inform strategic operational decisions.

• In collaboration with the Customer Support and Community engagement team overseethecollection dissemination andactions takento guest feedbackthrough surveys comment cards and in the momentfeedback.

• Execute emergency preparedness plans and oversee Marbles emergency response processesfrom aguest faceperspective.

• Analyze guest behavior market trends and retail performance to drive strategic decisions.

• Collaborate with theVPFacilitiesand Technologyto align third-party cleaning and security services with operational priorities enhancing visitor safety cleanliness and overall experience.

• Monitor and oversee operational systems and vendor contractsassessingeffectiveness andrecommendingimprovements or alternative solutions when performance or value does not meet organizational needs.

• Develops andimplementtheguest-facingbudgets(Guest Facing staff attendance for MuseumPlayStore and Theater).

• Oversee and improve operational efficiency related to scheduling staffing and inventory management.

• Maintain awareness of trends best practices and emerging technologies in childrens museums retail and entertainment operations.

• Collaborate with the Volunteer Coordinator to strategically deploy and engage volunteers in guest-facing spaces to enhance the visitor experience.

• Cultivate relationships with downtown Raleigh partners including local businesses public spaces and community programs to enhance participation in shared events and activations.

• Direct and overseeinventory of guest service-related supplies and organize behind-the-scenes operational spaces.

• Participate in strategic short- and long-term planning as the GuestExperiencerepresentative on theExecutive andSenior Leadership Teams.

• Perform all other duties assigned bysupervisor.

SupervisoryResponsibilities

• Oversee recruit hire train and develop leaders and team members across Guest EngagementandRetailOperationsteams.

• Oversee daily workflow performance management and evaluations.

• Provideongoing coaching and development to managers andteamleads to ensure high performance and engagement.

• Handle disciplinary actions and terminations in alignment with company policies.

IdealExperience andSkills

• 8 years of leadership experience in museums entertainment retail or related fields.

• Strong background inguest-facingservicesideally in a family-friendly setting.

• Proventrack recordsupervisinglargeteams.

• Demonstrated ability to manage budgets resources and operational performance.

• Excellent organizational planning and problem-solving skills.

• Strong communication interpersonal and coaching abilities.

• Proficiencywith operational software and tools (e.g. Tessitura Teams Humanity Microsoft Office).

• Knowledge of child development play and family-focused guest experiences.

• Commitment tomaintaininga safe inclusive and mission-aligned environment.

Physical Demands

• Walking standing stooping bending reaching and occasional use of ladders.

• Ability tolift upto 30 pounds.

• Ability to stand forlong periodsof time.

WorkEnvironment

• Mustbe able to navigate between indoor and outdoor museum spaces in varying weather conditions.

• Exposure tohigh-energy guest-filledenvironments.

Schedule

• Flexible schedulerequired including weekends evenings holidays andadditionalavailability during peak seasons.

Benefits

• Medical dental vision insurance

• Health Savings and flexible spending accounts

• Life and AD&D insurance

• Short and Long-Term Disability

• Parking benefits andGoTriangleBus Pass

• Paid time off for 17 vacation days and 9 holidays

• Eligible toparticipatein the Companys 401k program with employer matching after a waiting period

• Employee Assistance Program

• Great Marbles Perks & Discounts

• Fitness Benefits

If you require reasonable accommodations to complete the hiring process please contact the People Team at or .

Please be aware that employment with Marbles Kids Museum is contingent on a satisfactory background check and references.

Marbles Kids Museum is an Equal Opportunity Employer and prohibits discrimination and harassment of any type. We do not discriminate against any employee or applicant for employment opportunities because of race color religion sex national origin age sexual orientation gender identity status as a veteran disability genetic information or any other federal state or local protected class.