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