Experiences Operations and Business Manager

Unclassified - Chicago, IL

Full-time - Mid Level

Chicago, IL

About the position

The Experiences Operations and Business Manager at the Griffin Museum of Science and Industry is a pivotal role responsible for overseeing the operations of the Guest Experiences (GE) Department. This position is essential in ensuring that the operational infrastructure effectively supports and enhances the delivery of world-class, educational, and engaging experiences for all guests. This includes managing tours, live science demonstrations, and VIP experiences, particularly for special event guests. The role is full-time, with a Tuesday to Saturday schedule, and requires flexibility to work on weekends, holidays, and some evenings. In this role, the manager will be tasked with overall operations management, which includes maintaining appropriate staffing levels, establishing rotations and schedules, and making adjustments for call-offs and other changes. The manager will proactively plan, direct, coordinate, and streamline operations while building a strong, cohesive team. Budget management is also a key responsibility, including tracking wage and non-wage budgets, ensuring timely payroll submissions, and establishing processes for day-to-day operations. Effective internal and external communication is crucial, and the manager will collaborate with team leadership to uphold high standards of guest engagement and service. The Experiences Operations and Business Manager will oversee the hiring process, including onboarding new hires, and will be responsible for addressing and resolving guest needs and complaints in a timely and positive manner. The role also involves monitoring team performance, implementing training programs, and providing mentorship to ensure that all team members meet established standards. The manager will conduct investigations and separation meetings as necessary, and will provide floor coverage during busy periods. Additionally, the manager will be expected to propose and implement solutions to improve operations and team performance, as well as establish reward and recognition strategies for team members.

Responsibilities

• Responsible for overall operations management including appropriate staffing levels, establishing rotations, schedules, and adjusting for call-offs and other changes.
• Proactively plan, direct, coordinate, and streamline operations and build a strong, cohesive team.
• Maintain wage and non-wage budget tracking, ensure timely and accurate submission of payroll, establish and maintain processes for day-to-day operations, and coordinate and manage internal and external communications.
• Collaborate with team leadership to ensure a high standard of excellence in guest engagement and guest services; lead and maintain a positive, collaborative, and transparent team culture.
• Oversee hiring and new hire onboarding; identify hiring needs and coordinate resources to meet those needs.
• Address and resolve guests' needs, concerns, and complaints, assuring they are settled in a positive, timely, and appropriate manner.
• Collaborate with the team's leadership to monitor the team's performance in support of maintaining standards of facilitation, engagement, and guest readiness.
• Identify and implement training programs including guest readiness and facilitation skills, informal education strategies, science communication, and operational/safety training.
• Assign and direct work of the team; assess performance and provide feedback; reward and discipline employees; enforce policies, procedures, standards, and provide mentoring with establishment of expectations and reinforcement of good performance.
• Conduct investigations and separation meetings; review and deliver discipline memos.
• Provide floor coverage as needed during unexpected rushes, breaks, and call-offs.
• Cross-train the Guest Operations (GO) functions to develop familiarity and comfort with GO functions to support the team as needed to ensure proper leadership coverage.
• Provide solution-based ideas to improve operations, communications, and team performance and deliver and implement solutions on a department-wide basis.
• Establish and implement reward and recognition strategies.
• Other duties as assigned.

Requirements

• Five (5) to Seven (7) years related experience; minimum of four (4) years managing large teams.
• Bachelor's degree preferred.
• Ability to deal with complex problems that may involve volatile situations.
• Skilled at engaging guests and ensuring all feel included.
• Capacity to learn, comprehend, and utilize the Museum's ticketing functions.
• Ability to assemble facts and review circumstances regarding complex problems to recommend solutions or escalate to upper management as needed.
• A positive attitude required; strong passion for working with people in a fun, inviting atmosphere.
• Ability to juggle multiple projects and meet deadlines.
• Experience working in fast-paced environments while being friendly and outgoing.
• Must be creative and dynamic and demonstrate enthusiasm, initiative, flexibility, and openness to new ideas.
• Must be flexible in working in multiple environments throughout the Museum.
• Detail-oriented; excellent verbal and written communication skills including public speaking.
• Strong teamwork and collaboration skills; ability to work in diverse teams required.

Nice-to-haves

• Bilingual capabilities a plus.

Benefits

• Benefits starting day one of your employment
• Free admission to Griffin MSI for family and friends
• Free admission to other Chicago cultural institutions
• Free parking in Griffin MSI's garage
• More benefits as outlined in the job description.