Overview
Location: Wake The Tiger, Bristol or London
Reporting to: Operations Director
We are seeking a highly organised, proactive, and people-focused Operations Manager to oversee the smooth running of all on-site visitor operations at Wake The Tiger in Bristol. This pivotal role ensures that every visitor enjoys an exceptional experience, from first contact through to their visit, and that the venue operates safely, efficiently, and to the highest standards.
The Operations Manager will report into the Operations Director, and directly manage the Duty Management Team in Bristol, taking overall responsibility for customer service and day-to-day operational delivery. In addition, you will ensure Health & Safety compliance across the site, working closely with key stakeholders to ensure rigorous policies, procedures, and training are in place.
The Operations Manager will be instrumental in equipping their team with the necessary tools, training and skills to excel in their roles, ensuring exceptional service delivery. This is a highly collaborative role requiring excellent leadership, strong attention to detail, and a passion for delivering world-class visitor experiences while ensuring the safety and wellbeing of both staff and guests.
Key Responsibilities
Operational Management
* Oversee the day-to-day running of the venue, ensuring effective staffing, scheduling, and resourcing
* Ensure Duty Managers are equipped and empowered to respond to issues and make decisions in line with company standards
* Support the coordination of cross-departmental operations to ensure a joined-up approach to visitor experience and venue management
* Develop, monitor and maintain operational policies, ensuring they are regularly reviewed and updated
* Report regularly on service standards, and operational improvements to the Operations Director
* Rota management for the Duty Manager team, stepping in as operational cover over periods of annual leave and busy periods
* Build a strong working relationship with the Events Manager, offering operational guidance and support for the successful delivery of private hires and special events across the year
* Overseeing the Operations and Staffing Budgets for the Bristol site
* Payroll reporting responsibilities for hourly paid staff, ensuring good communication with the Finance & HR departments
Visitor Experience & Customer Service
* Administrator responsibilities for our ticketing, customer service and review platforms
* Overseeing ongoing training and development of the Operations team on the whole, working with the Operations Director to ensure KPIs are met
* Point of escalation for email customer service concerns, offering training and guidance to Duty Manager team to ensure excellent customer service
Health, Safety & Compliance
* Ensure Health & Safety compliance across the Bristol site, embedding a proactive safety culture at every level
* Develop, implement, and maintain robust H&S policies and procedures, ensuring compliance with all relevant legislation and best practice
* Work in close partnership with external stakeholders where necessary to review and update procedures regularly
* Conduct risk assessments and ensure appropriate mitigating measures are implemented
* Oversee staff safety training programmes and ensure records are kept up to date
* Investigate incidents, maintain comprehensive reports, and drive improvements to prevent recurrence
* Act as a key point of contact for emergency response and safety procedures
* Maintaining good relationships with service contractors and ensuring PPM checks are completed as required and logged appropriately
* Report any major concerns to the Operations Director and lead on resolutions
Leadership & Team Development
* Lead, inspire, and support the Duty Management Team
* Set clear goals, provide regular feedback, and develop team capability through coaching and mentoring
* Foster a collaborative culture where accountability, communication, and problem-solving are encouraged
* Ensure training and development needs are identified and addressed for operational staff
Skills & Attributes
* 3+ years’ experience in an operations, venue management, or visitor services management role
* Proven track record of delivering exceptional visitor/customer experiences in a fast-paced environment
* Knowledge of Health & Safety legislation and experience embedding H&S culture across teams
* Excellent leadership and people management skills, with experience managing diverse teams
* Highly organised with strong problem-solving, decision-making, and multitasking skills
* Confident communicator with excellent interpersonal and customer service skills
* Experience conducting risk assessments, investigations, and incident reporting
* Experience managing front-facing teams
* Able to work evenings and weekends (~one weekend a month, could be more during school holidays and busy periods)
* Experience in managing a variety of software systems
* Excellent administration, time management and organisational skills
* Excellent attention to detail
* Willingness to learn and grow within the business and jump in when needed
* Experience in attractions, leisure, arts, or immersive visitor experiences
* Understanding of building maintenance requirements and managing service contracts
* First aid trained
* IOSH or NEBOSH Health & Safety certification (or willingness to obtain)
* Experience working with external consultants, contractors, or third-party providers
* Familiarity with scheduling, CRM, or ticketing systems
* Experience in managing rotas
* Health & Safety qualification
* Proficiency in Google and Microsoft Suites
* Experience in using Slack & Notion
Diversity & Inclusion
At Wake The Tiger, inclusion is core to everything we do. We actively encourage applications from all backgrounds and will make any reasonable adjustments required throughout the recruitment process to support candidates with accessibility needs.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
* Industries: Entertainment Providers
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