Senior Manager of Guest Experience

Company: Omaha Children's Museum, Inc
Location: Omaha
Posted on: February 15, 2026

Job Description:

Job Description Job Description Job Title : Senior Manager of Guest Experience Employment Status: Full Time/Salaried Location: On Site | In Person Department: Guest Experience Reports To : Director of Education & Guest Experience We value a diverse workforce and inclusive culture. OCM encourages applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, marital status, disability, or veteran status. Mission: To engage the imagination and create excitement about learning. Who We Are: Omaha Children’s Museum (OCM) is a mission-driven nonprofit that has enriched the lives of children for more than 45 years. We believe that behind every great organization are great people, and we are committed to building a team that reflects the passion, creativity, and diversity of the community we serve. We welcome and encourage all qualified applicants who share our vision and want to make a meaningful impact through our mission. OCM is a vibrant, hands-on environment created to spark curiosity and inspire creativity through engaging exhibits, workshops, and events. We are dedicated to fostering an inclusive, educational, and joyful space that supports every child’s learning and growth. Our mission extends far beyond our walls—we strive to be a trusted community hub for early childhood development, partnering with childcare providers, teens, young parents, and early childhood advocates to support and strengthen the families of our region. Position Summary: The Guest Experience Senior Manager energizes, motivates, uplifts, and leads the Guest Experience team to ensure every visitor enjoys an exceptional, engaging, and memorable experience at Omaha Children’s Museum (OCM). This role is central to delivering OCM’s core values—Respect, Fun, Well?being, and Growth—to guests and staff alike. The Senior Manager oversees daily museum operations, supports staff development, and ensures a safe, welcoming, and high?quality environment. This position works weekends and some evenings and assists the Guest Experience Managers with managing supplies, equipment, and operational needs. Key Responsibilities: 85% - Manage Guest Experience Lead, motivate, and support a diverse Guest Experience team to deliver an outstanding visitor experience from open to close. Interact directly with guests to meet needs, resolve concerns, and gather feedback to improve future experiences. Conduct scheduled evaluations of guest?facing staff to ensure adherence to performance and service standards. Ensure daily operations—including safety and preparation checklists, supply stocking, and exhibit readiness—are completed accurately and consistently. Oversee the safe operation of exhibits and rides, including daily verification of safety protocols. Address guest issues promptly and professionally, escalating concerns when appropriate. Communicate exhibit or facility issues to the appropriate departments to ensure timely resolution. Follow all internal protocols for opening and closing the museum, including procedures for rentals, special events, cash handling, and resource verification. 15% - Manage Administrative and Operational Duties Facilitate and lead regular one-on-one meetings with I Crew Assistant Managers to provide guidance, performance support, and identify areas for ongoing development. Conduct periodic meetings with part-time and full-time staff to reinforce operational expectations and support consistent readiness across all I Crew workstations. Manage employee timekeeping and paid time off administration in ADP to ensure accuracy and compliance. Assist with scheduling guest?facing staff based on business needs while maintaining budgetary guidelines. Manage departmental budget elements, including staffing, supplies, and retail/café inventory costs. Support budget management and cost controls within the Guest Experience Department. Participate in interviewing and hiring processes to recruit exceptional floor staff. Lead new?hire orientation for Guest Experience team members and support ongoing training and development. Conduct monthly inventory for the gift shop and assist with inventory accuracy and reporting. Assist with and approve café and gift shop inventory ordering to ensure appropriate stock levels and cost-effective purchasing. Write, update, and maintain Guest Experience policies, procedures, and training guides to ensure consistency and high?quality service delivery. Preferred Qualifications & Competencies: Bachelor’s degree preferred in Business Management, Hospitality Management, Restaurant & Food Service Management, Hospitality & Tourism Management, or similar. Minimum two to five years of progressively responsible experience managing guest relations, professional staff, and operations within a complex hospitality, cultural institution, or similar highly customer/guest-centric environment Must enjoy working with the public and demonstrate friendliness, professionalism, enthusiasm, and a customer-focused approach Should possess excellent organizational skills, a considerable degree of initiative, and the ability to manage and prioritize multiple projects and timelines in a fast-paced environment Must have effective and persuasive communication skills: able to speak and write clearly and informatively and able to present information to a variety of internal and external stakeholders Must be able to work a weekday and weekend schedule, including school vacation weeks, occasional evenings, and some holidays Strong leadership, management, problem-solving and decision-making skills Driven, energetic, highly collaborative, and results oriented Proficiency with POS & CRM software Ability to resolve conflicts as they arise Ability to prioritize and work under tight deadlines Ability to work collaboratively with internal and external teams Physical Qualification: Stand and walk for extended periods to engage with visitors and program participants Navigate different areas of the Museum to assist visitors and ensure a positive experience Bend, stoop, and reach to conduct inventory Perform repetitive tasks, including administrative work and designing resources using computer software programs Push or pull equipment, such as a small flatbed and wheeled cases Lift and carry items up to 50 pounds Qualifications and experience will be considered in the compensation for this position. Reasonable accommodations will be provided to qualified individuals in accordance with the applicable federal, state, and local law. If reasonable accommodation is needed to participate in the hiring process, to perform the essential functions of the job, and/or to receive other benefits and privileges of employment, please contact HR@ocm.org . To Apply Please follow the application steps on our website or submit your cover letter and resume via email to HR@ocm.org, and include the job role in the subject line.

Keywords: Omaha Children's Museum, Inc, Omaha , Senior Manager of Guest Experience, Hospitality & Tourism , Omaha, Nebraska