Chief Operations Director

Job Description

As the Operations Director, you will lead the department in delivering exceptional customer service and memorable interactions at every stage of the visitor journey. From the first point of contact to the final visitor farewell, your goal is to create an engaging, seamless, and inspiring experience at the Tour that exceeds expectations and encourages repeat visits.
You will be responsible for shaping the visitor experience strategy, managing a high-performing team, and ensuring that every stage reflects the organisation's values and commitment to excellence.
Duration of role – Full Time
Role Reports To – General Manager
Numbers of Subordinates – 5 directly (approximately)
Your Role Accountabilities
Primary
1. Lead the Operations Department and Visitor Experience team to deliver the highest levels of customer service and engagement. Ensure that the visitor experience, from the first contact point to the last, excites our visitors, exceeds their expectations and encourages repeat visits.
2. Forward planning to ensure that the Operations strategy is met and developed, bringing the Tour to life, including seasonal activities and events and continually making improvements to create a reason for visitors to re-visit.
3. Manage a large and diverse group of staN and optimize operational eNiciency. This role is the primary management position for running the Tour operation and will be based at the Tour fulltime including evenings and weekends as required.
4. Ensure the safety of all our visitors and staN.
Essential Customer
• Ensure that the experience at WBSTS exceeds visitor expectations by delivering consistent, high levels of presentation, through both the staN and the exhibit (internal and external, including signage and way finding)
• Set service level standards/agreement across WBSTS functions and monitor delivery ensuring operational readiness of all aspects of the experience.
• Project management for specific projects to drive the experience forward and secure repeat visits.
• Ensure a professional, friendly and helpful bookings service to trade and consumer clients. Handle all visitor enquiries and complaints correspondence to a high standard of customer satisfaction and within set timescales
• Benchmark the visitor experience externally, bringing new learning and setting industry leading standards within the Tour.
• Network and promote WBSTS within the local tourism community and the visitor attraction industry.
• Champion the needs of the customer in all areas and across all departments of the WBSTS
• Lead the creative development of the Tour, channelling the best ideas from concept to delivery.
Operation
• Support and develop managers and ensure that all Visitor Experience functions are delivered to service standards, including interpretation, bookings service, customer care, car parking, wardrobe etc.
• Work closely with Facilities and Health & Safety to ensure the facilities and show experience technology work smoothly to enhance visitor experience
• Work closely with colleagues in the senior management team of WBSTS.
• Reporting of all Visitor Experience activities to pre-determined key performance indicators, including recommendation, planning and implementation for continual improvement.
• Work with Finance team to ensure accuracy of all reporting.
• Responsibility for till reconciliation and cash control from Visitor Experience activities.
• Work within the defined processes and procedures.
• Develop communication procedures across the team and Tour. Everyone should feel well informed.
Management and Leadership
• Responsible for staN recruitment, engagement, training, development and performance management, developing a high performing team at all levels
• Provide support to the Head of Operations to run a Rota for Operational Duty Management and Studio Tour Management team duty cover.
• Provide Duty Management training to other departmental managers.
• Manage reporting of incidents to relevant external authorities and Executive management through a set communications tree.
• Provide support to the Customer Service Manager and develop the contact centre, ensuring the best level of response times and customer care.
• Ensure Emergency Procedures including building evacuation, incident management and first aid provision are in place, continually reviewed, practiced and maintained.
• Manage third-party contracts including but not limited to; cleaning, security and F&B
• Work with Security to ensure the third-party security contract is managed eNectively to meet the Tours requirements.
• Management of music licences, ensuring legal sign oN and appropriate rights are always in place.
• Ensure through created processes that sets, props, costumes and assets are serviced and maintained and where required audited.
Manage operational/visitor related projects in relation to show (experience)
• Champion Diversity, Inclusion and sustainability initiatives for WBSTS.
• Working closely with the WBSTS Marketing department to maximise ticket sales.
Finance
• Manage Operations and admissions income budgets, delivering outcomes within budget. Plan and report on budgets and forecasts.
• Ensure the ticketing procedure and policy allows maximum ticket yield.
• Manage all Operations expenditure budgets.
• Manage staNing budget to ensure attraction is appropriately staNed for the visitor numbers, profitable and targets are met.
• Management of operational capex.
Commercial
• Work with F&B & Events to develop event calendar and commercial strategy
• Work with the F&B partner to drive strong per caps, visitor satisfaction and value for money ratings across all food and drink outlets
• Ensure legally compliance with third-parties, including food safety, quality and service.
• Oversee the commercial P&L for events, F&B, paid photography and digital guides
• Lead the strategic development of secondary spend options throughout the Studio Tour

Qualifications/Experience
• Senior Management Experience in a relevant industry, with a strong operational and strategic track record.
• Bilingual Communication Skills: Fluent in both Chinese and English, with excellent verbal and written communication abilities.
• Customer-Centric Mindset: Demonstrated success in delivering outstanding customer service in high-footfall environments.
• Commercial Acumen: Experience in ticketing, sales, and revenue generation.
• Creative Development: Proven ability to generate and deliver new concepts and content from idea to execution.
• Team Leadership: Skilled in leading, developing, and motivating diverse teams.
• Project Management: Strong organisational skills with the ability to manage complex projects from start to finish.
• Health & Safety: Solid understanding and practical experience in managing H&S compliance.
• Production Experience: Background in show creation or live production is desirable.
• Attention to Detail: Meticulous and quality-focused.
• Time Management: Able to perform under pressure and meet tight deadlines.
• Multitasking: Comfortable managing multiple priorities across diNerent time zones.
• High Performance: A track record of personal achievement and professional excellence.
• Adaptability: Thrives in fast-paced, evolving environments.
• Experience working in Sino-foreign joint ventures or state-owned enterprise (SOE)
partnerships is highly desirable.
• Familiarity with Chinese regulatory frameworks for cultural tourism, large-scale public venues, and foreign-invested enterta

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Jobcode: Reference SBJ-4kxy51-18-97-14-90-42 in your application.