Job Description

Overview
The Children's Museum is seeking a dynamic and engaging Visitor Experience Manager to oversee daily operations and enhance guest interactions. This full-time role is essential in creating a welcoming, educational, and fun environment for children and families. The ideal candidate will possess strong leadership skills, excellent customer service abilities, and a passion for fostering positive experiences within a vibrant museum setting.

Experience in team management, conflict resolution, and guest services are highly valued to ensure smooth operations and memorable visits. Prior background in hospitality, food service, theater, school or childcare environments will be considered advantageous.

Major Responsibilities:

Team Leadership & Staffing

• Recruit, hire, train, schedule, and supervise all museum floor staff, in coordination with the Operations Director
• Set expectations, monitor performance, and support professional growth for team members
• Build leadership capacity within the museum floor team
• Ensure appropriate leadership coverage during all museum hours, including weekends and after-hours events
• Serve as the primary point of contact for staffing needs, including call-ins, weather emergencies, and coverage gaps
• Track attendance, document performance issues, and implement disciplinary actions in accordance with the SPARK Employee Handbook

Daily Operations & Guest Experience

• Establish and maintain standards, procedures, and operating practices that ensure consistent, high-quality customer service
• Oversee daily floor and front desk operations to ensure smooth workflows and positive visitor experiences
• Coordinate with the Operations Director on exhibit and maintenance needs
• Maintain inventory of cleaning supplies and operational materials

Memberships & Group Visits

• Coordinate and oversee scheduling and staffing for birthday parties and other group visits, ensuring staff and client needs are met
• Collaborate with SPARK leadership to staff and support events outside of general admission hours
• Assist with membership management to ensure accuracy in purchases, records, and attendance tracking

Systems & Collaboration

• Oversee front desk operations within SPARK’s CRM (customer relationship management) system and maintain working knowledge of system functionality
• Collaborate across departments to support clear communication and aligned visitor experiences
• Represent SPARK at onsite and community outreach events as needed

Qualifications

Education & Experience

• Minimum of 2 years of leadership or management experience in a customer service setting
• Minimum of 4 years of customer service experience in a public-facing facility
• Experience with setting and meeting organizational goals
• Retail and/or sales experience preferred
• Experience working with children, families, or in a children’s museum environment is preferred

Knowledge, Skills & Abilities

• Strong organizational and multitasking skills
• Excellent communication skills with staff, volunteers, and community partners
• Ability to lead, motivate, and support a diverse team
• Strong problem-solving and decision-making skills
• Proficiency with technology (Microsoft Office and/or Google Suite, point of sale systems)
• Ability to balance big picture vision with attention to detail

Physical and Environmental Requirements:

• Ability to stand, walk, sit, see, hear, and communicate throughout the workday
• Ability to lift up to 25 pounds occasionally
• Occasional bending, kneeling, or stooping
• Primarily indoor work with occasional outdoor activity

Additional Requirement:

• Reliable attendance and punctuality
• Some local travel may be required
• Regular weekend and occasional after-hours work required

This role offers an exciting opportunity to contribute to a vibrant community resource dedicated to learning through play. The Children's Museum seeks enthusiastic professionals committed to delivering memorable experiences through the power of hands on play and discovery.

Please submit a resume and cover letter through Indeed or email spark@sparkrochestermn.org.

Pay: From $48,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person

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