General Manager

Company Description

TELUS World of Science – Edmonton, operated by The Edmonton Space & Science Foundation, is dedicated to fostering lifelong learning by igniting curiosity through immersive experiences and exploration of science. This institution serves as a hub for science education and inspiration, connecting the community with the marvels of science and technology. As a registered charitable organization, TELUS World of Science – Edmonton plays an essential role in empowering minds and sparking innovation. Through its mission, the organization fosters a community of curious and innovative individuals exploring the world of science.

Role Description

The Edmonton Space & Science Foundation

General Manager

Out of Scope

Located in the heart of amiskwacîwâskahikan ᐊᒥᐢᑿᒌᐚᐢᑲᐦᐃᑲᐣ in Treaty Six Territory and the Métis Homeland, at TELUS World of Science – Edmonton (TWOSE) we are a catalyst for lifelong learning, creating a community of curious minds through immersive experiences and connections with the wonders of science.

We take pride in building a culture that is diverse, equitable, and inclusive. Science is for everyone, and the Science Centre team is as diverse as our guests. We encourage Black, Indigenous, and racialized peoples, persons living with disability and neurodiversity, women, sexual and gender minorities, and members of all minority groups to apply.

Be part of an organization that values diverse perspectives, identities, abilities, and expressions. From cosmic discoveries through telescopes to ‘Aha!’ moments under microscopes, join the Science Centre team as we work towards our vision of becoming the trusted hub of science engagement, pushing boundaries and igniting curiosity.

Position Summary :

The General Manager, Guest Experience, is a leadership role at TELUS World of Science – Edmonton, responsible for delivering an exceptional, guest-centered experience across all frontline, guest-facing operations, including retail, food services, the IMAX theatre, and the box office. This role oversees the performance, scheduling, training, and ongoing development of a large, cross-functional team and plays a critical role in building a positive, high-performing workplace culture.

Reporting to the Director, Guest Experience, the General Manager leads with a strong people focus, fostering engagement, accountability, and service excellence across all guest touchpoints.

Working in close partnership with Senior Managers in Operations and Business Development, as well as Department Managers within Guest Experience, this role ensures seamless collaboration and consistency throughout the entire guest journey.

Duties and Responsibilities :

People Leadership & Team Performance

Lead, coach, and develop House Managers, cross-functional Guest Service Representatives, and volunteers to deliver a consistently exceptional guest experience. Foster a culture of feedback, learning, and accountability through regular coaching, performance reviews, and on-floor leadership.

Training & Talent Development

Oversee onboarding and cross-functional training in partnership with Guest Experience leadership. Contribute to the development of a comprehensive Guest Experience training program aligned with organizational values, service standards, and vision, while identifying opportunities for growth, upskilling, and internal mobility.

Workforce Planning & Scheduling

Manage day-to-day workforce planning and scheduling across all guest-facing departments to balance service excellence, operational efficiency, and cost management. Lead recruitment efforts to build and sustain a high-performing frontline team.

Guest Experience & Service Recovery

Champion the organization’s guest experience vision and model service excellence at all times. Monitor frontline performance against KPIs and guest feedback targets, coach for continuous improvement, and lead the resolution of escalated guest concerns or service recovery situations.

Operational & Administrative Leadership

Maintain standard operating procedures for guest-facing roles, support the implementation of new systems or service models, and contribute to reporting, budgeting, and annual business planning. Collaborate across departments to ensure safe, seamless, and well-coordinated operations for guests, staff, volunteers, and facilities.

Qualifications :

Knowledge and Abilities :

• Proven track record of successful development and implementation of training and coaching programs, effective scheduling and strategic planning.
• Strong interpersonal and communication skills, with the ability to engage diverse audiences.
• Passion for science education and community engagement.
• Proficiency in data analysis and performance metrics.

Education and Experience :

Note : A clean Police Information Check including the vulnerable sector is a condition of employment for successful candidates. The check must be completed prior to commencement of work and is the financial responsibility of the candidate.

Wages : $75,000.00 - $95,000.00 annually

The starting salary will be based on experience, skills, and internal equity. TELUS World of Science - Edmonton is committed to fair and transparent compensation practices

Hours of Work : 75 hours bi-weekly (37.5 weekly) Monday through Friday, 8 : 30 am to 4 : 30 pm, with a flexible schedule required for evening events, training, or statutory holidays.

Opening Date : January 29, 2026

Closing Date : February 11, 2026

How to Apply : hr@twose.ca

Please submit your cover letter and resume as a single document. We appreciate all applicants and will only contact those selected for an interview.