Operations Engagement Lead

Job Summary:

The Operations Experience Lead is responsible for ensuring an exceptional and seamless visitor experience across all touchpoints of the Louisiana Children’s Museum. This position oversees daily operations in Visitor Services, Admissions, Welcome Desk, Store, Lobby, and Birthday/Group Experiences, while also actively facilitating play and learning in exhibits and outdoor environments. The Operations Experience Lead supervises frontline staff, drives sales goals, and models a culture of play and learning.

Responsibilities and Duties

Operations & Guest Services

• Oversee daily operations in Welcome Desk, Admissions, Lobby, Store, and Group/Birthday experiences.
• Manage and troubleshoot the POS system, ensuring accurate sales for admissions, memberships, birthdays, and retail.
• Ensure proper cash handling, register balancing, and financial accuracy.
• Monitor guest flow and provide direct support at entry, check-in, and throughout central visitor areas.
• Act as point of contact for guest concerns, offering real-time de-escalation and solutions.
• Ensure operational spaces remain safe, clean, and welcoming.

Play & Learning Facilitation

• Actively engage children and caregivers in purposeful play in exhibit galleries and outdoor environments.
• Model research-based best practices in early childhood development and share strategies with families.
• Support facilitation of programs, seasonal events, and community experiences.
• Collaborate with Play Facilitators to create consistent, high-quality guest experiences across all galleries.

Staff Leadership & Development

• Onboard and train Visitor Services Associates, Play Facilitators, Birthday Hosts, and other frontline staff.
• Provide coaching, mentoring, and timely performance management.
• Foster a positive, inclusive, and playful team culture.
• Coordinate schedules, assignments, and shift coverage for operational and program areas.

Sales & Membership Growth

• Drive revenue goals for admissions, memberships, and retail.
• Support staff in upselling memberships and promoting museum programming.
• Collaborate with Marketing & Sales to align guest engagement with campaigns.

Collaboration & Support

• Work closely with Museum Experience, Volunteer, and Education teams for seamless guest service.
• Assist with special events, festivals, and high-volume community programs.
• Collect visitor feedback, surveys, and evaluation data to improve the guest experience.
• Other duties as assigned.

Minimum Qualifications

• Minimum 2 years supervisory or lead experience in operations, hospitality, education, or customer service.
• Experience working with children and families in a learning or play-based environment.
• Strong leadership, customer service, and interpersonal skills.
• Proficient in Microsoft Office 365 and POS systems.
• Excellent organizational, communication, and problem-solving skills.
• Open availability, weekends, some holidays

Physical Requirements

• Ability to stand and walk for prolonged periods.
• Must be able to lift up to 20 lbs.
• Comfortable working in lively, high-volume environments

Commitment to Diversity and Inclusion

The Louisiana Children’s Museum is committed to a diverse, inclusive workplace that reflects the community we serve. Diversity strengthens our culture of creativity and play, and we welcome candidates of all backgrounds to apply. We are an equal opportunity employer and do not discriminate on any protected basis. Background checks may be required depending on job responsibilities; while some offenses may be automatic disqualifiers, not all criminal history will disqualify a candidate.