Visitor Operations Manager

Visitor Operations Manager (Grade 7)
Location: Bloomsbury, London
Contract: Full-time (36.5 hours per week, Tuesday–Saturday)
Duration: Fixed-term (9 months)
Working Pattern: On-site only
About the Role
The Visitor Operations Manager will lead the delivery of a high-quality visitor experience across three museum sites. You will manage front-of-house operations, supervise visitor services staff and volunteers, and act as Duty Manager during public opening hours.
This is a hands-on leadership role combining operational management, team leadership, and visitor experience oversight in a busy cultural environment.
Key Responsibilities
* Deliver a consistently high-quality visitor experience across all museum sites
* Manage day-to-day front-of-house operations and resolve operational issues
* Act as Duty Manager across all public opening hours
* Maintain and implement standard operating procedures
* Line manage Visitor Services Assistants and volunteers
* Conduct performance reviews and support staff development
* Promote a positive, inclusive team culture
* Oversee retail operations, stock control, and income generation
* Support venue hire and event delivery
* Ensure accurate cash handling, reconciliation, and financial compliance
* Promote and maintain health, safety, and security standards
* Support incident response and business continuity procedures
* Monitor visitor data, footfall, and commercial performance
* Produce reports to support operational decision-making
* Collaborate with curatorial, estates, security, and engagement teams
Person Specification
* Experience managing visitor-facing teams in museums, galleries, heritage, or similar environments
* Experience acting as Duty Manager in a public-facing setting
* Knowledge of health, safety, and security procedures
* Experience in retail or commercial operations within a visitor context
* Experience managing staff and volunteers
* Strong customer service and visitor experience focus
* Excellent communication and interpersonal skills
* Ability to analyse and report on visitor or commercial data
* Good IT and digital skills
* Commitment to access, inclusion, and equality
* Calm, confident decision-making in operational situations
Salary & Benefits
* £23.11 PAYE / £31.55 LTD per hour
* 36.5 hours per week
* Work across internationally significant museum collections
How to Apply
Submit a CV and supporting statement demonstrating how you meet the essential criteria. Applicants should provide clear examples aligned to each requirement
Only candidates based in UK and eligible to work in UK are allowed