Operation and Guest Services Manager

Under the supervision of the Director of Operations and Guest Services, the Operation and Guest Services Manager will manage day-to-day operations of Comic-Con Museum (CCM), with a high focus on retail, ticketing, and guest services. The Operation and Guest Services Manager is directly responsible for generating and tracking revenue through the retail store. In addition, they will be responsible for coaching the Museum’s retail, ticketing, and guest services staff as well as developing sales training and procedures that result in outstanding customer service for CCM’s customers and guests. This position will support San Diego Comic Convention’s goals, objectives, vision, mission, and values in promoting the Comic-Con Museum experience.

Essential Duties and Responsibilities

  • Support the Director of Operations and Guest Services with ongoing activities, exhibits, and programs at Comic-Con Museum (CCM)
  • Support CCM in event coordination and by monitoring the event process
  • Assist the Director of Operations and Guest Services in the performance of operational duties as directed
  • Develop customer relationships through interaction and feedback
  • Manage CCM Retail and Ticketing staff work including assignments, job rotation, training, planned time off, coverage for absenteeism, and overtime scheduling
  • Review attendance and hours worked for supervised employees and approve timecards on a bi-weekly basis
  • Ensure a clean and safe work environment 
  • Create and maintain an inspirational and motivating work environment that reflects CCM and SDCC mission and values
  • Appropriately communicate organization information through department meetings, one-on-one meetings, email, Instant Messaging, and regular interpersonal communication
  • Work with Human Resources staff to recruit, interview, select, hire, and employ an appropriate number of employees
  • Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources when necessary
  • Perform other duties as assigned

Guest Service Operations

  • Support the Director of Operation and Guest Services in the implementation of goals, objectives, policies, procedures, and work standards in Comic-Con Museum Operations to optimize the visitor experience and increase daily attendance
  • Create and foster a warm, friendly, welcoming museum, internally and externally that results in positive attendance growth and engaged staff
  • Maintain an orderly workflow according to priorities, anticipated high volume periods, and staffing capabilities
  • Lead by example by coaching, developing, mentoring, and inspiring the team to enhance guest experience
  • Perform other duties as assigned

Retail and Ticketing Operations

  • Oversee daily retail and ticketing operation
  • Influence, coach, and develop Retail and Ticketing team to improve their  visual merchandising skills
  • Implement CRM system and Square training for retail and guest service staff
  • Develop, implement, and refresh strategic plans for Comic-Con Museum Retail and Ticketing Operations to achieve financial goals
  • Responsible for all aspects of inventory management for the Comic-Con Museum retail store to include:
    • Develop a purchasing strategy
    • Track guest/customer shopping patterns 
    • Review and process purchase orders
    • Maintain records of goods ordered and received
    • Negotiate prices and contracts with suppliers when appropriate
    • Build and maintain relationships with vendors
    • Assist in selecting prospective vendors and negotiating contracts when appropriate
    • Evaluate vendors based on quality, timeliness, and price
    • Schedule deliveries and ensure timely fulfillment of orders
    • Research and evaluate vendors to compare pricing and services
    • Ensure quality of procured items and addres problems when they arise
    • Merchandise existing CCM products regularly to ensure timely sell-through 
    • Maintain current knowledge of trends in procurement
    • Order relevant and appropriately themed merchandise trends
    • Reportprofits, losses, and merchandise inventory quantities to the Director of Operations and Guest Services on a regular basis
  • Report outdated product, unbalanced stock, out-of-stock, and point-of-sale issues to the Director of Operations and Guest Services
  • Work closely with management and develop professional relationships to ensure smooth and cooperative involvement in the marketing, promotion, and sale of Comic-Con Museum merchandise
  • Track and report revenue for ticketing, retail, and membership sales, and any other requested reports to the Director of Operations and Guest Services 
  • Effectively manage merchandise operation by directing sales promotions and implementing new programs
  • Prepare daily bank deposit
  • Prepare daily and monthly over/short cash reports
  • Perform other duties as assigned


  • Prefer five years of positive past experience with guest services, ticketing, sales, and reception
  • Museum, theater, or entertainment attractions experience preferred
  • High volume sales experience using Square or other POS system
  • Experience with cloud-based ticketing systems preferred
  • Proficient in Microsoft Office Suite or related software with the ability and willingness to learn current and new systems and platforms used by the organization
  • Knowledge of ClickUp or other project management software preferred
  • Excellent organizational skills and attention to detail
  • Strong communication skills, both oral and written; ability to speak effectively and persuasively to groups and individuals 
  • Ability to manage up to a seven-day-a-week operation situation
  • Ability to maintain a positive and professional demeanor as well as demonstrate credibility, integrity, and confidentiality
  • Excellent interpersonal and customer service skills, ability to respond to customer needs and requests promptly and professionally, especially during difficult and/or high-stress interactions.
  • Ability to work within a diverse team, accept differing points of view and feedback, contributing to a cohesive, supportive, and positive team
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability to function well in a fast-paced and at times stressful environment and follow directions, policies, and procedures
  • Knowledge and experience in business, supervision, and management
  • Outstanding interpersonal relationship building and employee coaching and development skills
  • Demonstrated ability to lead and develop a department and department staff members
  • A minimum of three years of responsible leadership experience in management or supervisory positions
  • Strong organizational and prioritization skills
  • Ability to work independently and collaboratively with minimal supervision, and ability to problem-solve in complex situations
  • Ability to learn new company software as needed

Working conditions

  • Professional office environment
  • Routinely uses standard office equipment 
  • Scheduling based on Comic-Con Museum needs
  • Flexible availability is required, based on organizational needs
  • Must be available to work evenings, weekends, and holidays as needed
  • Direct (face-to- face) customer and vendor contact

Physical requirements

  • Frequent sitting, walking, and standing for long periods of time.
  • Presenting products, unloading trucks, lifting boxes, climbing ladders, and cleaning the retail space.
  • While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.
  • This position requires close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing; viewing a computer terminal; and extensive reading
  • Ability to work in a fast-paced environment 
  • Ability to lift and bend, occasionally may be required to lift or move up to 25 pounds with assistance as needed


$66,560 – $68,707