Details:
Location:
York, North Yorkshire
Category:
Front of house/visitor services
Health and Safety
Other
Security
Salary:
Up to £38691 per annum
Contract type:
Contract Permanent
Hours:
Full time
Telephone:
01904 685795
Operations Manager
Are you an experienced operational leader looking for your next challenge in a lively, visitor-focused environment?
We're looking for an Operations Manager to join the team at the National Railway Museum in York - a world-class destination where railway heritage meets innovation and a drive for the future.
We're entering an exciting phase, with Our Transformative Masterplan and the wider York Central development beginning to reshape our site for the next generation. As we continue this journey, we're looking for an Operations Manager to lead our front-of-house operations, deliver engaging visitor experiences, and help shape the future of this iconic museum.
About the Role
As Operations Manager, you will be a key decision-maker, responsible for the safe, efficient, and effective daily operation of the museum. You will ensure our public spaces are not only secure and operationally sound but also engaging and welcoming to every visitor.
You'll lead, develop, and support a front-of-house team, promoting high-quality service and inclusivity. You'll work closely with external contractors and internal teams to uphold the highest standards in visitor experience, safety, and presentation across the site.
This role also plays a central part in preparing for and delivering major infrastructure and development projects, ensuring continuity of service and visitor satisfaction while we build for the future.
What You'll Be Doing
* Lead an efficient front-of-house team to deliver consistently memorable visitor experiences.
* Oversee and support FOH managers in fulfilling income, data capture, and donation targets - including Gift Aid contributions.
* Serve as the main point of contact with our outsourced security provider, ensuring high standards and contractual compliance.
* Manage incident responses with authority, acting as escalation point for emergencies, complaints, or evacuations.
* Ensure operational procedures and documentation are up to date, understood, and implemented across relevant teams.
* Coordinate planning and delivery of FOH, security, and evacuation arrangements for new museum spaces as part of Our Transformative Masterplan.
* Collaborate with colleagues on safe working practices during large-scale site developments, including York Central.
* Manage front-of-house operational budgets and salary costs, ensuring financial targets are met.
* Ensure compliance and maintenance of all relevant inspections and licences, including for the car parks and road train service.
* Promote best practices in CRM usage to support audience engagement and income generation goals.
* Promote a supportive, inclusive working environment aligned with SMG's values and commitment to openness.
* Deputise for the Head of Operations and Business Development as needed.
What We're Looking For
We're looking for someone with effective leadership skills, a strategic mindset, and a measured, diligent approach to complex situations. You'll be great with people, able to motivate teams and build effective working relationships across departments and partners.
You will have:
* Demonstrated ability in managing and developing capable teams in a public-facing environment.
* Great interpersonal and communication skills, with the ability to inspire and lead.
* Demonstrated ability to collaborate across departments and with external providers.
* Strong commercial awareness, with experience achieving income and visitor engagement targets.
* Experience in incident and crisis management, with sound decision-making under pressure.
* Strong project planning, budgeting, and delivery skills.
* Up-to-date knowledge of H&S legislation and practical implementation.
* Excellent organisational and time management abilities.
* A keen eye for quality, presentation, and the visitor journey.
* A values-driven approach and commitment to diversity, inclusion, and accessibility.
Applying
View the Vacancy Information Pack listed under 'Attachments' on the vacancy listing on our website for more details about the role and the application process or click 'Apply Online' to submit an application.
What We Offer
* Working as part of the Science Museum Group gives you access to unique collections and inspiring environments across the UK, along with a broad range of benefits:
* Meaningful work - your efforts help us to inspire futures through science, engineering, and innovation.
* Career development - we offer excellent training and opportunities to grow.
* Work-life balance - 27 days of annual leave (FTE), plus bank holidays and supportive flexible policies.
* Health & wellbeing - including medical and dental cover, Unmind mental health app, and employee assistance programme.
* Pension - enhanced employer contributions to help secure your future.
* Financial support - interest-free loans for life events or big expenses.
* Museum perks - free access to our museums and exhibitions, and discounts in shops and cafés across SMG and the wider NMDC network.
Open for All is one of the Science Museum Group's core values. We are committed to creating a diverse and inclusive environment where everyone feels welcomed, respected, and able to thrive. We actively encourage applications from candidates with diverse backgrounds, experiences, and perspectives.
National Museum Directors' Council, Tate Britain, Millbank, London SW1P 4RG.
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