Senior Operations Manager, V&A East Museum
Location: Queen Elizabeth Olympic Park, Stratford, London
This is a Permanent, Full Time vacancy that will close in 24 days at 23:59 BST.
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-focused, positive and agile mindset. This role will also be of integral support for commercial areas of operation including catering, retail, membership, and ticketing.
V&A East represents new museums for new audiences. In our aim to engage those aged 16-24, and with 35% of our visitors expected to be local to the surrounding boroughs, we must recognise that V&A East may be, for some of our audience, their first visit to a museum. Our welcome approach places radical access and transparency at the forefront of the experience, creating one team that works across all our public touchpoints to remove barriers to access and create a space in which our audiences can feel welcome and comfortable.
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.
We are looking for a forward-thinking, collaborative, and solution-focused Senior Manager who will empower their team and colleagues to realise and uphold the ambitions of V&A East Museum, maintaining the highest operational standards and foregrounding our accessible visitor experience for the opening in 2026 and beyond.
The V&A
The V&A is the world’s leading museum of art and design, housing a permanent collection of over 2.8 million objects, books, and archives that span over 5,000 years of human creativity. The museum holds many of the UK's national collections and houses some of the greatest resources for the study of architecture, furniture, fashion, textiles, photography, sculpture, painting, jewellery, glass, ceramics, book arts, Asian art and design, theatre and performance.
Our mission is to be recognised as the world's leading museum of art, design, and performance, and to enrich people's lives by promoting research, knowledge, and enjoyment of the designed world to the widest possible audience. We strive to make the V&A matter to more people and in that context we work to the following six strategic objectives:
1. To create a world-class visitor and learning experience across all V&A sites and collections.
2. Focus and deepen the relevance of our collections to the UK creative and knowledge economy.
3. Expand the V&A's international reach, reputation, and impact.
4. To operate with financial and organisational initiative and efficiency.
5. Showcase the best of digital design and deliver an outstanding digital experience.
6. Diversify and increase private and commercial funding sources.
At the V&A, we are committed to equality, diversity, and inclusion (EDI) for all and strive to go above and beyond public duty placed upon us by the Equality Act 2010. As such, we are delighted to share that we are a Disability Confident Employer Level 2. The V&A makes the following commitments to all applications:
* The Guaranteed Interview Scheme – Interviewing applicants with a disability who successfully evidence the essential criteria on a person specification and consider them on their abilities;
* Providing an inclusive and accessible recruitment process.
* Making reasonable adjustments during the recruitment process so disabled job applicants have the best opportunity to demonstrate that they can do the job.
* Supporting employees and adjustments during employment.
Job Descriptions are currently uploaded as PDFs. If for any reason you require the documents in Word Format, please email Contactpeopleteam@vam.ac.uk with your request.
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