MOS -Manager, Guest Experience

How you'll help us Keep Climbing (overview & key responsibilities)

Leads museum functions and teams to deliver operational excellence, safety, and an exceptional experience for guests, partners, and internal stakeholders. Responsible for translating organizational strategy into actionable plans, overseeing staffing and budgets, ensuring regulatory and policy compliance, and driving continuous improvement aligned with Delta Professional Services standards and Delta brand values. Serves as a key leader in the day‑to‑day and strategic success of the Delta Flight Museum.

Key Responsibilities:

• Operational Leadership
• Oversee daily operations for assigned museum functions, including staffing, schedules, work assignments, floor/event coverage, and service levels.
• Manage operational readiness for museum facilities, exhibits, event spaces, surplus sales areas, and volunteer activities.
• Ensure all museum environments and supporting activities meet safety, cleanliness, accessibility, and guest experience standards.
• People Leadership
• Lead, coach, and develop team members through regular feedback, performance management, recognition, and skills development.
• Support hiring, onboarding, scheduling, and workforce planning for maintenance staff, event services teams, or volunteer groups.
• Foster an inclusive, safety focused, service minded culture.
• Compliance, Safety & Risk Management
• Own SOPs, operational policies, and risk management protocols across assigned functional areas.
• Conduct safety drills, inspections, incident reporting, and compliance audits.
• Ensure regulatory adherence related to facilities, events, volunteer programs, and museum operations.
• Financial & Resource Management
• Manage labor, supplies, contracts, and project budgets; track and report variances.
• Review expenditures and resource needs aligned with operational priorities and museum initiatives.
• Event, Project & Program Execution
• Oversee execution of museum events, rentals, surplus sales activities, maintenance programs, and volunteer engagements.
• Direct project scope development, timelines, vendor coordination, and post project evaluations.
• Ensure events and projects meet brand, safety, and operational requirements.
• Continuous Improvement & Strategic Support
• Analyze operational data (e.g., throughput, event metrics, equipment utilization, volunteer hours) to drive enhancements.
• Recommend and implement improvements to optimize processes, elevate guest experience, and reduce operational risk.
• Support long term planning for museum growth, facility upgrades, event expansion, and program development.
• Success Measures: Operational service level adherence (readiness, uptime, schedule coverage, event execution).
• Employee and volunteer engagement, retention, training completion, and performance outcomes.
• Safety and compliance results (audit outcomes, incident trends, corrective action closure).
• Budget adherence, cost management, and efficiency improvements.
• Guest satisfaction/NPS, complaint resolution speed, and event feedback.
• Timely, on-scope, on-budget delivery of events, programs, maintenance cycles, and projects.

What you need to succeed (minimum qualifications)

Bachelor’s degree or equivalent experience required.

3–5+ years of operations, facilities, events, attractions/museum management, or relevant service leadership experience.

Proven people leadership and team development experience.

Proficiency with MS 365 applications; experience with operational, ticketing, CRM, POS, or scheduling systems preferred.

Strong skills in planning, budgeting, judgment, decision making, and change management.

Ability to work evenings, weekends, and special events as needed based on museum programming.

Consistently prioritizes safety and security of self, others, and personal data.

Embraces a diverse set of people, thinking and styles.

Possesses a high school diploma, GED, or high school equivalency.

Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)

N/A