Director of Operations and Guest Services

The Director of Operations and Guest Services  is responsible for managing the day-to-day operations for guest reception, guest services, ticketing, membership sales, and retail store, as well as the coordination and  installation of museum exhibits.  Prior museum operational and supervisory experience is required, including financial management and proactive strategic leadership.  This position reports to the Museum Executive Director and will support the company’s goals, objectives, vision, mission, and values. Will be responsible for providing outstanding customer service to our clients and visitors by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

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Essential Duties and Responsibilities

• Create and foster a warm, friendly, safe, welcoming museum, internally and externally that results in positive attendance growth and engaged staff. 
• Plan, organize, direct, and supervise the operational staff in support of ongoing activities, exhibits, programs and facility rental events of the Museum
• Establish policies and procedures to plan and implement the installation and deinstallation of exhibitions in cooperation with the museum exhibits team.  
• Track and report daily reports including revenue for ticketing, retail, and membership sales
• Develop and direct the implementation of goals, objectives, policies, procedures, and work standards in all public areas of the Museum to optimize the visitor experience and increase daily attendance. 
• Train and develop employees and nurture an environment where they can excel through encouragement and empowerment
• Maintain an orderly workflow according to priorities, anticipated high volume periods, and staffing capabilities
• Work with all departments to ensure that the programs, services, and experiences are delivered according to the highest standards
• Collaborate with the SDCC staff,  departments, and all relevant stakeholders, as directed by higher authority with business operations
• Oversee Comic-Con Museum volunteer functions and training 
• Manage the front-of-house employees, including but not limited to:
  • Volunteer Manager 
  • Facility Manager 
  • Operations & Guest Services Manager 
• Retail & Ticketing Leads/ Associates Establish annual, quarterly, and monthly strategic goals and facilitate workflows to advance them under the direction of  Executive Director of Comic-Con  Museum 
• Direct compliance with local, state, and federal regulations 
• Ensure a safe work environment and adherence to safety policies and procedures
• Oversee the Museum’s plant and building management, safety and code compliance to meet City, State and Federal regulatory agency requirements
• Ability to diagnose and perform general repairs of the facility
  • Paint and upgrade items as needed
  • Provide and submit bids or estimates for major maintenance repairs
• Operate a variety of heavy and light equipment, including but not limited to:
  • Hand tools 
  • Power tools 
• Perform other duties as assigned

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Qualifications

• Museum operational and exhibit experience – minimum 3-5 years experience preferred 
• Analytical, decision-making, and problem-solving skills 
• Ability to lead, motivate, and inspire a diverse team
• Strong interpersonal skills with the ability to build and maintain trusted, effective relationships
• Proficiency in relevant current productivity software
• Strong communication skills, both oral and written; ability to speak effectively and persuasively to groups and individuals 
• Ability to meet deadlines and adapt to changing timelines and circumstances.
• Ability to effectively multitask, exhibiting time management skills
• Ability to work some evening hours for events and some weekends required.
• Must have excellent communication skills with internal and external stakeholders with the ability to maintain privacy and confidentiality.

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Working conditions

• Professional office environment
• Routinely uses standard office equipment 
• Must be available to work evenings, holidays, and weekends as needed
• Overnight stay may be required during events
• Crowded conditions (both inside or outside event spaces)
• Direct (face-to-face) customer and vendor contact
• May be required to work outside with little or no shade and in warm temperatures

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Physical requirements

• 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
• Occasionally lift or move up to 50 pounds unassisted and bend or stand as necessary.
• Frequent sitting, walking, and standing for long periods
• Occasionally stand for extended periods of time (8-10+ hours)
• Walk extensive distances (up to several miles daily)

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SALARY RANGE

$80,000 – $83,299.99

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