Senior Director of Guest Experience

3 weeks ago

Milwaukee, United States Betty Brinn Children's Museum Full time
Job DescriptionJob Description

Senior Director of Guest Experience & Facilities 
Status: Full-time | Exempt
Location: 929 E. Wisconsin Ave, Milwaukee, WI 53202
Reports to: CEO
Supervises: Guest Experience Team (15-20) & Custodian Team (3)

Our Mission:

Inspire all children to wonder and explore their world through play and innovative, hands-on learning experiences.

Become a valued member of the Betty Brinn Children’s Museum’s (BBCM) team
We are looking for enthusiastic, positive, and driven, team players with a passion for early childhood education to help us reach our goal of providing ALL children with high-quality, hands-on, playful learning experiences. We believe teamwork stems from supportive and collaborative discussions. We invest in our team member’s professional growth and celebrate curious minds.   

At the Museum, we are committed to equal employment opportunities for all employees and job applicants, and it prohibits any form of discrimination or harassment based on factors such as race, color, religion, age, gender, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws.
 

Position Summary: 

The Betty Brinn Children’s Museum (BBCM) is seeking a dedicated and strategic leader to oversee all aspects of our guest experience and facilities teams, ensuring an exceptional visit for children and families. As a senior leadership team member, the Senior Director of Guest Experience (GE) and Facilities leads strategic initiatives to deliver best-in-class service, effectively manages diverse teams, and fosters collaboration across functions to advance the Museum's mission.

The Senior Director of Guest Experience (GE) and Facilities is responsible for overseeing all aspects of daily museum operations, including the opening and closing procedures, front desk operations, staffing and scheduling, management of Betty Beans & Books Cafe, responding to and mitigating guest inquiries, and booking events. Additionally, they manage Museum facilities to ensure a safe and clean environment, oversee procurement, inventory, and purchasing, and serve as the primary point of contact for security and other museum personnel.

The ideal candidate will possess a strong background in customer service, facilities management, and team leadership, demonstrating a passion for creating welcoming and family-friendly experiences for children and their families.

This role supervises the museum's largest team, the Guest Experience & Custodian team.


Key Responsibilities: 

Guest Experience & Facilities Management: 

  • Develop and maintain schedules for the Guest Experience and Custodian teams, ensuring adequate staffing levels for regular operations, cafe, birthday parties, after-hours functions, and special events.
  • Manage daily operations, including opening and closing procedures, front desk operations, admissions, payments, membership sales, crowd control, and guest inquiries.
  • Coordinate facility maintenance and updates to ensure accessibility, safety, cleanliness, and functionality, collaborating with vendors and contractors as needed.
  • Serve as the primary point of contact for security and other museum personnel.
  • Develop and implement emergency preparedness plans, conduct safety audits, and oversee training sessions.
  • Maintain and update policies and procedures related to the museum experience.
  • Manage the departmental budget, including procurement, purchasing, and resource allocation to support guest services initiatives.
  • Respond promptly to incidents involving health, safety, or guest service concerns, ensuring swift resolution with professionalism and a calm demeanor.

Strategic Planning:

  • Develop and implement strategic plans to enhance the guest experience aligning with organizational goals.
  • Collaborate with the senior leadership team on long-term strategies for sustainable growth and excellence in guest services.
  • Monitor guest feedback and data to establish standards and protocols for continuous improvement.
  • Collaborate with cross-functional teams to optimize guest flow and satisfaction through integrated experiences.

Leadership & Team Development:

  • Provide leadership, direction, and mentorship to teams to ensure consistent delivery of exceptional customer service.
  • Foster a positive work culture emphasizing collaboration, innovation, and continuous improvement.
  • Recruit, train, and mentor a high-performing team of customer service professionals.
  • Set clear expectations, goals and provide regular feedback and evaluations to the team.

Qualifications:
Five years of progressive experience leading and developing diverse teams, with a strong background in customer service, facilities management, and team leadership. Passionate about creating exceptional family-friendly experiences

Skills & Abilities:

  • Strong background in customer service with a commitment to enhancing the guest experience and fostering a positive, inclusive museum environment
  • Proven track record in problem-solving and making sound decisions
  • Can-do, positive, and collaborative attitude
  • Excellent communication skills, both verbal and written, with the ability to effectively communicate with staff and guests.
  • Highly motivated self-starter with strong organizational skills, capable of prioritizing multiple tasks and projects simultaneously and under pressure
  • Experience in managing and leading high-performing teams
  • Commitment to the Museum's mission
  • Ability to work flexible hours, including nights, weekends and holidays, as needed

Benefits & Salary: 

BBCM offers a generous benefits package, including but not limited to the following:

  • Medical Insurance (BBCM pays 80% of cost)
  • Dental Insurance (BBCM pays 80% of cost)
  • Vision, Critical Illness, Accidental Insurance, Supplementary Life, and Accidental Death  Dismemberment eligibility
  • HSA with employer contributions
  • HRA employer-paid plan
  • Employer-paid plans for Life and Accidental Death and Dismemberment Insurance &
  • Long-Term Disability
  • 401k with the Museum contributing 5% at year-end (not matching every pay period)
  • 18 days PTO
  • Dedicated Sick Time 
  • Nine Paid Holidays 

Salary Range: Please reach out to the Director of People and Culture, Libby Cable at lcable@bbcmkids.org for more information regarding the salary.

 

To Apply: 

Please submit your resume and cover letter via the BBCM website page. Please be sure to highlight how your skills and experiences align with the job requirements. 

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