Director of Visitor Experience & Business Operations

The Fleet Science Center’s Director of Visitor Experience & Business Operations oversees our earned revenue operations including Ticketing, the Craveology Café, the North Star Science Store and our Special Events Department. The ideal candidate will possess a strategic vision for increasing attendance and sales while enhancing guest satisfaction and will demonstrate strong leadership and interpersonal skills. 

This individual leads interdepartmental teams tasked with creating innovative programs and offerings that bring new audiences to the Science Center. As a member of the Senior Leadership team the Director of Visitor Experience & Business Operations works collaboratively with Fleet leadership across the organization to ensure the organization continues to meet the needs of the communities we serve.

This is a full-time position, eligible for the Fleet's employee benefit package including medical, dental, vision, life insurance and 401k, in addition to paid vacation, holidays and sick time. Also enjoy free admission, perks, & discounts at many other museums in Balboa Park, as well as complimentary Fleet passes monthly for friends and family! This position works onsite at the Fleet Science Center in Balboa Park.

Key Responsibilities:

• Manage and increase overall earned income revenue for the Fleet as generated from admissions, retail, special events and group sales while advancing the mission of the Fleet.
• Review, analyze and present attendance reports and sales data.  Utilize data to make recommendations regarding operating hours, theater programming and gallery experiences.
• Collaborate closely with Marketing to establish advertising plans that prioritize increasing overall admissions.
• Participate in re-envisioning and creating plans for the Café, Store and Ticketing operations as they will come to exist in the Fleet’s new space after our upcoming remodel.
• Work with department managers, staff and volunteers to establish and implement training programs that ensure the delivery of an excellent visitor experience to each Science Center guest.
• Work with department managers to develop and implement strategies to increase net contribution through operational streamlining, merchandising and cost controls.
• Work closely with Human Resources and support department managers with staffing, recruiting, scheduling and employee relations issues.
• Prepare and manage the annual budgets for overseen departments.

• Minimum of 7-10 years related experience in a management position responsible for attendance, operations, customer service and retail sales at a tourist-oriented attraction or venue.
• Demonstrated understanding of budget development and tracking.  Experience managing budgets of at least $4 million.
• Previous experience spearheading and successfully implementing initiatives and programs designed to increase attendance and earned revenue.
• Strong knowledge and familiarity with best practices in guest experience and customer service. 
• Experience managing multiple departments with numerous direct and indirect reports. A desire to mentor direct reports and comfort handling complex employee issues.
• Previous experience serving on a senior leadership team or serving in an organization-wide leadership capacity.
• Previous science center or museum experience a plus.