Australia's largest public museum organisation is seeking a Manager, Bookings and Enquiries at Museums Victoria.
Australia's largest public museum organisation is seeking a Manager, Bookings and Enquiries at Museums Victoria.
ABOUT MUSEUMS VICTORIA:
Ever dreamed of working in a place where dinosaurs roam, stars explode, and the world's most intriguing stories come to life? Welcome to Museums Victoria (MV) - where every day is a new opportunity to create unforgettable experiences. As one of the southern hemisphere's largest and most iconic museum organisations, we're not just about exhibits; we're about engaging, immersive moments that spark curiosity, creativity, and connection.
Home to the awe-inspiring Melbourne Museum, the culturally rich Immigration Museum, the mind-expanding Scienceworks, and the World Heritage-listed Royal Exhibition Building, MV is a place where events transform spaces and stories into something truly unmissable. Join a passionate team that brings ideas to life and makes discovery part of everyday experience.
ABOUT THE POSITION:
The Manager, Bookings and Enquiries provides strategic and operational leadership of Museums Victoria's Bookings and Enquiries function, ensuring the delivery of responsive, customer-focused and operationally efficient enquiry and booking services across multiple visitor engagement channels. You will drive service excellence, workforce capability, operational transformation and continuous improvement initiatives that enhance customer experience, optimise business processes, and support Museums Victoria's operational and commercial objectives.
Some of the key duties include:
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Lead and manage the day-to-day operations of the Bookings and Enquiries function, ensuring responsive, customer-focused enquiry services across phone, email, online and digital engagement channels.
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Lead workforce planning, service delivery optimisation and resource allocation to ensure sustainable and effective operational coverage.
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Drive continuous improvement initiatives across customer service and enquiry operations to improve efficiency, accessibility and customer experience.
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Monitor and analyse operational performance metrics, enquiry trends and customer feedback to inform strategic decision-making and service improvement.
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Lead, coach and develop a high-performing team, fostering a culture of accountability, collaboration, continuous learning and customer service excellence.
The successful applicant will have:
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Demonstrated experience leading customer service, contact centre, bookings or visitor engagement operations within a complex service delivery environment.
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Proven ability to lead and develop high-performing teams, including workforce planning, capability development, coaching and performance management.
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Demonstrated experience leading operational transformation, business process improvement or continuous improvement initiatives that enhance customer experience and operational effectiveness.
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Demonstrated ability to analyse operational data, customer insights and service trends to inform decision-making and support strategic operational outcomes.
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Excellent stakeholder management, communication and interpersonal skills, including the ability to influence, collaborate and build effective working relationships across multiple teams and stakeholder groups.
OTHER INFORMATION
This is an ongoing, full-time position. The salary on offer is VPS5.1 base of grade - $116,413 per annum, pro rata + 12% Superannuation.
Applicants must have full working rights in Australia to be eligible for this position.
OUR COMMITMENT
Museums Victoria is strongly committed to the safety and wellbeing of all children and young people. We create and maintain a child safe environment and have zero tolerance for child abuse. The successful appl icant will be required to undergo a National Police Records Check and a Working with Children Check, and be assessed as suitable.
Museums Victoria is an equal opportunity employer. We welcome and celebrate all communities. Museums Victoria is committed to building a diverse and inclusive workplace where everyone feels they belong. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people with disability, and people of all ages, gender identities and sexual orientations.
We are committed to an accessible and inclusive recruitment process. If you require adjustments or support to participate, please contact our Talent Acquisition team via
[email protected].
HOW TO APPLY?
To view the position description, visit Careers - Museums Victoria. From our Current Vacancies page, select “All Jobs” and click on the link for this job's listing.
To apply, please click “Apply for this Job” at the bottom of the job listing page.
Please submit the following two documents with your application:
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Your Resume
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A cover letter addressing the following Key Selection Criteria:
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Demonstrated experience leading customer service, contact centre, bookings or visitor engagement operations within a complex service delivery environment.
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Proven ability to lead and develop high-performing teams, including workforce planning, capability development, coaching and performance management.
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Demonstrated experience leading operational transformation, business process improvement or continuous improvement initiatives that enhance customer experience and operational effectiveness.
APPLICATIONS CLOSE: 4 August 2026 (11:59pm)
For more information about this position, please contact Anita Watson at
[email protected].
