Boeing Tour Operations Manager

Boeing Tour Operations Manager

Company:

Boeing Stores, Inc

The Boeing Company is seeking a Boeing Tour Operations Manager to join the team in Mukilteo, WA.

Boeing Stores Inc. is a fully integrated global subsidiary of The Boeing Company and internally recognized as the Boeing Brand Experience Team. It is responsible for extending and protecting Boeing’s brand through face-to-face and digital brand experiences. Branded merchandise management includes product development and marketing through internal and external global channels, physical retail, mobile, digital, wholesale, internal merchandise support and consumer product licensing. Experiences include multi-site tours (Everett, Renton and Charleston, SC), and Boeing Future of Flight (BFoF). This public attraction offers a variety of immersive and interactive experiences, including the well-known Boeing Factory Tour. Boeing Stores Inc. operates as a business operation with Profit and Loss (P&L) responsibility.

The Boeing Brand Experience team is seeking a manager to lead all public and internal tour operations, while prioritizing the delivery of high-quality, engaging and informative tour experiences. Reaching a wide range of stakeholders and customers, this leader will ensure tours align with our brand and business objectives, while maintaining safety and security standards, and continuously improving visitor engagement training, storytelling and operational excellence.

Position Responsibilities:

• Oversee daily operations of public and internal tours, ensuring adherence to safety, security, and visitor access protocols

• Lead, coach, and schedule a team of tour guides to deliver consistent, accurate, and compelling tours

• Manage tour operations P&L and business development growth strategy

• Partner closely with Communications to develop and refine tour content, scripts, and interpretive elements to communicate Boeing brand, culture, and business priorities

• Monitor visitor experience and operational KPIs; collect and analyze feedback to drive continuous improvement and best-in-class tour experiences

• Coordinate with cross-functional partners (facilities, security, communications and site operations) to support tour logistics, special tours, and events

• Recruit, onboard, and deliver training programs for guides focused on storytelling, customer service, safety, and Boeing subject matter

• Represent the tour program as an integrated element of BFoF and Boeing’s brand experiences

• Contribute to strategic initiatives that leverage tours for brand, recruiting, and stakeholder engagement

• Prepare regular reports on tour performance, guest demographics, satisfaction, and program impact

Success Metrics

• Guest satisfaction / Net Promoter Score (NPS)

• Tour attendance vs. capacity utilization

• Guide training completion and performance metrics

• Growth in strategic bookings (e.g., recruiting events, partner visits)

• Reduction in operational issues or visitor complaints

• Proficiency with common office software (email, calendar, spreadsheets, reservation systems)

• Capability to work a flexible schedule, including occasional weekends, evenings, and special events

Core Competencies

• Leadership: motivates and develops a front-line team; provides clear direction and feedback

• Customer Focus: prioritizes excellent guest experience and adapts to guest needs

• Communication: clear, engaging verbal and written communicator

• Problem Solving: anticipates and resolves operational issues quickly

• Collaboration: works effectively with partners across the enterprise

• Attention to Detail: enforces safety, security, and compliance standards

Basic Qualifications (Required Skills/Experience):

• Bachelor’s degree, or equivalent experience, preferably in hospitality, communications, tourism, museum studies, marketing, education, or related field

• 1+ years of supervisory or team lead experience in visitor services, tours, hospitality, or related customer-facing operations

• Strong oral communication and storytelling capability; comfort presenting to diverse audiences

• Demonstrated organizational skills and capability to manage scheduling, logistics, and multiple priorities

Preferred Qualifications (Desired Skills/Experience):

• 3+ years' related work experience or an equivalent combination of education and experience
• Prior experience in budget or P&L management in the publ