Visitor Engagement and Operations Manager

Overview

In this role you drive the visitor experience across Tate’s world-class galleries. You will lead front-of-house operations on a cross-site basis, ensuring smooth, safe and welcoming visits for millions of guests. You will mentor and support a team of Visitor Experience Assistants, modelling Tate’s values and delivering high-quality service. You will also serve as Duty Manager, coordinating incidents and maintaining service standards under pressure. This is a hands-on, collaborative leadership role at a culturally ambitious institution.

Responsibilities

• Oversee day-to-day front-of-house operations across Tate Modern and Tate Britain
• Lead, motivate and develop the Visitor Experience Assistants and ensure consistent guest service
• Act as Duty Manager on a rota basis, manage incident responses, and ensure safety and smooth running of galleries
• Collaborate with cross-site teams to enhance the overall visitor journey
• Uphold health and safety and security standards in a large public venue
• Communicate effectively with internal and external stakeholders and maintain service quality

Key requirements

• Operational management experience in a large, fast-paced customer-facing environment
• Proven track record of outstanding customer service and visitor care
• Experience coordinating incident responses in busy environments
• Ability to stay calm under pressure and apply sound operational judgment
• Line management experience with ability to lead and develop a team
• Experience working collaboratively to deliver high-quality visitor service
• Understanding of health and safety and security standards in public venues
• Excellent written and interpersonal communication skills

• customer focus
• calm under pressure
• leadership and mentoring
• health and safety knowledge
• incident management
• security standards

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