Director of Guest Services

Thinkery is Austin's premier children's museum, dedicated to bringing science, technology, engineering, arts, and math (STEAM) to life through engaging, hands-on learning experiences. As a community-focused institution, Thinkery embraces its mission to inspire curiosity, creativity, and critical thinking in children of all backgrounds. Founded with the vision to provide a welcoming and inclusive space, Thinkery has become a beloved cultural landmark in Austin, offering a safe and stimulating environment where learning is joyful and accessible to families across the region.

At Thinkery, the educational approach integrates STEAM principles with play-based learning, encouraging children to explore, experiment, and discover in a supportive setting. The museum's interactive exhibits and programs are designed to foster an early love of learning and inspire young minds to explore their potential. Beyond serving as an educational resource, Thinkery plays an essential role in community engagement, offering outreach initiatives and partnerships that enhance access to STEAM education for underserved populations.

The Director of Guest Services at Thinkery holds a pivotal role in enhancing visitor experiences and ensuring every guest's interaction aligns with the museum's vibrant and inclusive culture. Reporting directly to the Chief Operating Officer, this leadership position is responsible for managing all front-of-house operations, including ticketing, admissions, birthday party and field trip services, and day-to-day operational excellence. This role requires creating a guest-centered environment that reflects Thinkery's values while supporting the organization's goals related to earned revenue, guest engagement, and community impact.

The Director leads and develops the Guest Services team, which includes managers, supervisors, and frontline staff, emphasizing a culture of curiosity, inclusion, safety, and continuous improvement. They oversee operational standards such as staffing, cleanliness, readiness of public spaces, and customer service excellence, especially during peak visitor periods like weekends, holidays, and school breaks. The position requires close collaboration with other departments including Museum Education, Exhibits, Human Resources, and Facilities Management to maintain a seamless and engaging visitor experience.

Strategic planning and performance analysis constitute a major aspect of the role, where the Director drives team goals, budget development, staffing models, and operational performance metrics. They monitor key indicators such as attendance, membership conversions, guest satisfaction rates, labor efficiency, and revenue performance. Using data-driven insights, the Director continuously refines operational processes to optimize guest satisfaction and financial results.

An important component of the position is focusing on membership growth and retention strategies, collaborating closely with marketing and development teams. The Director ensures frontline staff are knowledgeable and effective in communicating membership benefits and promoting revenue-generating opportunities. Commitment to accessibility and fostering a welcoming environment that reflects the diversity of Austin's community is also paramount, requiring sensitivity to all guests and responsiveness to feedback.

This full-time role at Thinkery not only demands strong leadership and operational acumen but also a genuine passion for STEAM education and community service. Ideal candidates will have a robust background in guest services or hospitality leadership, preferably within museums or cultural institutions, along with expertise in managing complex, high-volume environments with diverse audiences. Thinkery values diversity, equity, accessibility, and inclusion (DEAI) and expects its leadership to embody these principles in daily operations and team culture. Competitive benefits make this an attractive opportunity for those committed to enriching children's education and family experiences through innovative and inclusive museum operations.