Operations Manager

Organisation: Live Borders

Salary: £29,338 - £31,889

Location: The Great Tapestry of Scotland, Galashiels

Job Description

Post Title: Operations Manager (GTOS)
Directorate: Live Borders – Commercial Services
Reporting to: Centre Director

Job Purpose:

The purpose of the role is to support the Centre Director in the drive for income and footfall by maximizing the potential of the Great Tapestry of Scotland. In addition, maintain and increase the efficiencies by overseeing organisational activities of the business in a variety of areas to include finance and IT, as well as human resources in the supervision, hiring and training of GTOS employees, manage quality assurance programs and strategise process improvements.


1. Maintain constant communication with management, staff, and vendors to ensure appropriate operations of GTOS.
2. Develop, implement, and maintain quality assurance protocols
3. Grow the efficiency of existing organizational processes and procedures to enhance and sustain the organization’s internal capacity
4. Actively pursue strategic and operational objectives
5. Ensure operational activities remain on time and within a defined budget
6. Track staffing requirements, hiring new employees as needed
7. Develop and manage a Volunteer’s team strategy.
8. Lead, motivate, and support a team of 12 within a time-sensitive and demanding environment, including setup and implementation of training development plans for all direct reports and problem resolution
9. Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
10. Partner with cross-functional support teams in improving the proprietary tools and systems
11. Work closely with legal and safety departments to make sure activities remain compliant
12. Oversee materials and inventory management
13. Conduct budget reviews and report cost plans to management

This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake other duties.

Other details:
Requirement to work out of hours or weekends. The facility is open from early morning to late evening for events therefore; you should be prepared to address any emergencies should they arise.
Full Driving License required.
Requirement for PVG/Disclosure check – No

Person Specification

Essential Key Desirable Key
HND in Venue Management (or related subject e.g Travel and Hospitality), or equivalent A Degree in Venue Management or related subject e.g. Travel and Hospitality
Relevant health and safety certification A
Essential Key Desirable Key
Experience in management of paid visitor attraction or leisure environment with multi-purpose income streams A/ I Experience of leading programming and events development using heritage/cultural assets A/ I
2+ years’ proven experience in an operations management position
A/ I Experience in establishing a new team to deliver a new operation A/ I
Experience in managing catering and retail operations in a paid visitor attraction. A/ I Experience gained within a charitable, leisure/ cultural trust A/ I
Ability to be a good team leader and have well developed interpersonal skills with the ability to develop and maintain effective working relationships I Trained in conflict management and business negotiation processes
A/ I
Experience in developing and increasing income A/ I A/ I
Experience of delivering services that are compliant with health and safety A/ I
Essential Key Desirable Key
Excellent communication skills, with ability to deliver to a variety of audiences A/ I. Knowledge of industry sector (cultural, heritage or visitor attraction) I
Ability to be well organised and have strong planning and problem solving skills I/ R Understanding of the needs of customers and the importance of excellent customer care. I
Self-motivated, with the ability to work proactively using own initiative I
Ability to influence both internally and externally and ensure compliance I/ R
Proven IT skills in word processing, databases, spreadsheets, web/internet and ticketing/EPOS systems I/ R
Knowledge and understanding of health and safety and food hygiene I/ R
Assess by:

A = Application I = Interview R = Reference

Application Deadline: Monday 27/03/2023