Deputy Visitor Operations Manager

Shakespeare’s Globe is looking for a Deputy Visitor Operations Manager to join our VAO Operations team. We are committed to improving diversity and inclusion across our organisation. Don’t meet every single requirement? Studies have shown that women and the Global Majority are less likely to apply for jobs unless they meet every single specification. If you’re excited about the role but your experience or qualifications don’t perfectly align, we encourage you to apply anyway. We particularly encourage applications from underrepresented groups such as the global majority, LGBTQA+, those with a disability and neurodiverse conditions.

The Deputy Visitor Operations Manager (DVOM) provides senior leadership across both operations and people management within the Visitor and Audience Operations department. Reporting to the Visitor Operations Managers (VOMs), the DVOM plays a critical role in driving consistent management practice, high-quality operational delivery, and clear, effective communication across the management team. This role balances visible, hands-on operational leadership with strategic oversight of people and culture, acting as a key escalation point for complex people matters. As deputy to the VOMs, the DVOM ensures continuity, resilience, and the consistent application of departmental standards, while contributing to a positive, inclusive leadership culture and shared accountability for performance across the department.

The skills:

• Proven senior operational management experience within a fast-paced, customer-facing environment
• Strong leadership and line management skills, with experience managing and developing managers and teams
• Excellent customer service and visitor experience expertise, with a focus on high-quality operational delivery
• Strong knowledge of health and safety, safeguarding, emergency response, and compliance procedures
• Confident decision-maker, able to remain calm and effective under pressure during live operations and incidents
• Excellent communication and interpersonal skills, with the ability to collaborate across departments and influence stakeholders
• Highly organised, with strong administrative and planning skills and the ability to manage multiple priorities
• Proficient in Microsoft Office, including Word, Excel, and Outlook, with strong digital and IT capability
• Proactive, solutions-focused, and committed to continuous improvement and operational excellence
• High emotional intelligence, resilience, and sound judgement in managing people and complex situations
• Experience within cultural, heritage, tourism, events, or visitor attraction environments is desirable
• IOSH and/or First Aid training is desirable

The team:

The Visitor and Audience Operations team is at the heart of delivering exceptional visitor experiences across Shakespeare’s Globe. Working closely with departments including Retail, Learning, and Theatre, the team ensures every visitor, audience member, and participant receives a warm, safe, accessible, and engaging experience. Operating across a seven-day schedule, including evenings, weekends, and outdoor working, the team oversees tours, exhibitions, volunteer stewards, and audience operations across the Globe site. The department plays a key role in maintaining high operational standards, excellent customer service, and a positive, inclusive culture for staff, volunteers, and visitors alike.

Benefits:

• Discount in the Globe shop and onsite restaurants/cafes
• Staff discounts via My Globe perks and better Bankside Buzzcard
• Free entry to selected shows, events and activities
• Access to our free employee assistance programme and 24/7 virtual GP service
• Enhanced maternity, paternity, adoption, and shared parental leave and pay
• Season ticket loans
• Cycle to work scheme
• Free staff yoga
• Enhanced employer pension contributions after 12 months service

To apply, please complete the online application form by 4pm on Friday 29 May 2026.