Senior Operations Manager

ABOUT V&A EAST MUSEUM

The V&A is a family of museums dedicated to the power of creativity. Our mission is to champion design and creativity in all its forms, advance cultural knowledge, and inspire makers, creators and innovators everywhere.

We share a 5,000-year-old story of creativity through exhibitions, events, educational programmes, digital experiences, conservation, research, and an ever-evolving national collection of over 2.8m objects spanning every creative discipline.

V&A East Museum celebrates making and creativity’s power to bring change. Created with young people and rooted in east London’s heritage, V&A East Museum explores what’s shaping our world with the voices leading contemporary culture.

ABOUT THE ROLE

This is an opportunity for an ambitious operations manager to play a pivotal part in creating and delivering a world class front of house operation at V&A East Museum. The Senior Operations Manager (V&A East Museum) will help to deliver and lead a world-class visitor experience; understanding the complexities and unique challenges of opening a new building whilst maintaining a solution focussed, positive and agile mind set. This role will also be of integral support for commercial areas of operation including catering, retail, membership and ticketing.

We will support our front of house team to undertake Level 2 SIA qualified Door Supervisor training, creating opportunities to build career-enhancing skill sets for those delivering our pioneering model. This role will work closely with colleagues from V&A’s central Security & Safety team to set out a training and development framework for the front of house team and lead ongoing regular security and health & safety monitoring.

Focusing on providing excellent customer service, the Senior Operations Manager at V&A East Museum will ensure that underpinning the extraordinary and memorable visitor experience are robust operational procedures that keep space and people safe. They will work closely with teams across the museum to ensure a smooth operation, directly line managing and coaching the front of house management team and providing second line support to the front of house assistants and volunteers.

MAIN RESPONSIBILITIES OF THE ROLE

• Lead and manage daily front of house operations to ensure an exceptional, engaging, welcoming, inclusive and safe visitor experience, including regular duty management.
• Lead venue-specific operational readiness work streams such as drafting Standard Operating Procedures, setting up protocols for Ways of Working.
• Create and maintain a supportive and motivated team, including direct line management and coaching of front of house management and staff.
• Manage business continuity for the front of house team, including capacity management, fire evacuation, and emergency situations, collaborating with senior
  staff and Health, Safety, and Security teams.
• Work to ensure that income generating activity is managed in line with agreed KPIs.
• Lead daily merchandising and operational management of two V&A East Museum shops, maintaining a close working relationship with the centralised retail team.
• Utilise commercial and performance reporting systems effectively in collaboration with other V&A departments.
• Ensure compliance with all operational policies, procedures, and processes, including safeguarding, cash handling, and fire evacuation, through regular team training.
• Promote equality and diversity by maintaining positive working relationships and contributing to widening access and inclusion initiatives.
• Deputise for the Head of Operations & Commercial as needed, representing V&A East and the department across the V&A.

CANDIDATE REQUIREMENTS

Experience

• Possesses comprehensive knowledge of the local environment and target audiences.
• Proven track record in operational management of complex, public-facing buildings.
• Experience managing external contractors, consultants, term service contracts, and service level agreements.
• Demonstrated ability to meet or exceed commercial Key Performance Indicators (KPIs).
• Experience of opening a new cultural space or project from planning stage through to business as usual.
• Significant experience in managing income generating activity and managing partner relationships in this area (e.g. retail, hospitality, tourism).
• Experience and knowledge of health & safety regulations and compliance.
• Has experience in managing change in the workplace e.g. embedding new team structures and working across different departments to align new goals and operating procedures.

Skills

• Confident communicator with demonstrated skills in persuasion, influencing, negotiation, and conflict resolution. Proficient in leading and motivating large teams.
• Exceptionally organised, with a track record of managing budgets, maintaining operational records, and managing project plans effectively.

Behaviours

• Demonstrates alignment with V&A East’s vision and values of Sustainability, Equity, Creativity, Collaboration, and Generosity.
• Values and respects others’ expertise, time, perspectives, and contributions, fostering collaborative and engaging work environments.
• Ability to cultivate effective relationships with diverse stakeholders.
• Takes ownership of tasks, consistently delivering high standards, and embraces a culture of learning from mistakes.
• Embraces change and innovation, actively seeking opportunities for improvement and personal development.

V&A are looking for someone with transferable skills and not necessarily someone with a conventional museum background.

Location: V&A East

To view the full job description, please click here –> V&A East Museum – Senior Operations Manager – JD April 2025

Application tips: How to write a winning museum job application

Applicants will be emailed by the V&A Recruitment team usually 2-3 weeks after the application deadline with an update on your application.

Interview/Assessment dates: 1st Interview – W/C 2nd June – 2nd Interview – W/C 16th June / Expected start date Mon 4th Aug 2025