Director of Operations

Leadership

• Working with the Executive Director and Senior Staff, this position will foster a workplace environment that is welcoming, respectful, and grounded in shared purpose

• Participates in long-term planning and financial management of guest service operations, which include Admissions, Store, Café, and the Nursery

• Acts as direct supervisor to Guest Services Manager, Nursery Manager, Café Manager, and Event Coordinator

• Under the direction of the ED, thinks strategically about how to steadily improve operational efficiencies, business processes, space planning, and use, and the development/enhancement of revenue streams

• Demonstrates initiative in identifying issues and developing solutions to help the organization

• Maintains confidentiality of personnel and appropriate financial and planning information

Organizational Operations

• Works with the Leadership Team to develop, implement, and regularly review operational policies and strategies guided by the organization’s mission, vision, and goals

• Supports the ED and Maintenance team with outside contractors by securing bids, reviewing contracts, communicating with the board, scheduling projects, and ensuring effective coordination with department leaders

• Works with ED and Business Manager to develop annual budget for retail centers and events

• Develops and implements attendance metrics, tracking, reporting, and analysis

• Ensures effective coordination and implementation of external services that support business operations, such as information technology, ticketing, and POS

• Implements and manages consistent and equitable HR practices -Ensures that MCBG remains compliant with all applicable federal, state, and local employment laws; maintains and updates the Employee Handbook as needed; manages required training, documentation, and reporting

• Develops and implements safety policies, training, and manages the Disaster Preparedness Program

• Ensures compliance with all applicable health and safety regulations

Guest Services

• Ensures a high standard of visitor experiences in our three retail centers: Nursery, The Garden Store, and Rhody’s Garden Café

• Monitors and analyzes budget performance for guest service operations and events, ensuring prudent and responsible resource allocation by communicating regularly with department managers about balances, spending, and spending patterns

• Sets and maintains guest service standards, policies, and documentation, including, but not limited to, safety, ticketing, operational transactions, and data collection

• Provides support for the day-to-day functioning of the Gardens’ guest services, ticket and store sales, membership, events, and retail operations

• Works with our box office platform (Agile) to set up and administer sales operations for admissions, program registration, and memberships

• Oversee our POS/ retail management system (Lightspeed), including our online store

Events

• Provides operational oversight for events, including but not limited to our two large annual fundraising events, Art in the Gardens and Festival of Lights

• Under the direction of the ED, work with key management staff to improve events through efficient organization and revenue-generating initiatives

QUALIFICATIONS:

• 5-10 years of progressive leadership experience in business operations, preferably in a non-profit, horticulture, or cultural institution

• Bachelor’s degree in business administration, nonprofit management, or a related field preferred

• Must have management experience in a guest services setting

• Demonstrated leadership, organizational, and problem-solving skills

• Demonstrated record of strong supervisory and leadership skills in managing and supporting staff

• Must be well organized with exceptional attention to detail and follow-through

• Is a self-starter and exhibits fairness, integrity, and professionalism in all interactions

• An appreciation for environmental conservation and for the mission of the Gardens

• Must be flexible and able to work some weekends and evenings