Manager of Visitor Experience

Bachelor's degree in a related field or equivalent and 8 years of professional experience

• Experience in retail operations, including merchandising and inventory management
• Knowledge of museum best practices and visitor engagement strategies
• Familiarity with accessibility and inclusion practices in public spaces
• Visitor services, customer service, or operations management experience in a museum, cultural institution, or similar public-facing environment.

• Setting strategic goals and policies for the Visitor Experience Department
• Supervising and coaching visitor-facing staff, including hiring, training, and performance management
• Designing and implementing hospitality-driven service models that reflect best practices in inclusion and accessibility
• Managing departmental budget, financial allocations, and revenue-generating initiatives
• Responding to complex visitor inquiries and resolving conflicts with empathy and professionalism
• Driving interdepartmental collaboration to elevate the museum's public-facing experience
• This position requires a proactive, service-oriented leader with strong interpersonal and organizational skills, a commitment to accessibility and inclusion, and the ability to inspire a team to deliver memorable and meaningful museum experiences.

• Hospitality, business administration, arts administration, or similar visitor focused field.
• Supervising and motivating teams, including hiring, training, and performance management
• Strong interpersonal and communication skills, with a demonstrated ability to resolve conflicts and provide excellent customer service
• Experience managing budgets and using point-of-sale systems
• Ability to work collaboratively across departments and with diverse audiences
• Proficiency in Microsoft Office Suite and familiarity with, or ability and willingness to learn, OneUSG Connect and the OneSource Financial Management System
• Familiarity with accessibility and inclusion practices in public spaces

• Sitting/standing for long periods of time
• Lifting up to 25lbs

• Serve as a key stakeholder in institutional development related to visitor experience.
• Participate in museum-wide committees focused on enhancing accessibility and visitor satisfaction.
• Supervise the Visitor Experience Assistant, Gallery Guides, and museum shop staff.
• Lead recruitment, hiring, onboarding, training, and performance management.
• Foster a culture of hospitality and inclusion across all visitor-facing roles.
• Ensure front-line staff (Shop, Gallery Guides, Security) are well-informed and equipped to provide accurate public information.
• Supervise scheduling and daily operations of front-line staff and volunteers to ensure adequate coverage and consistent presence for visitors.
• Monitor staff to ensure adherence to procedures, policies, and customer service standards.
• In collaboration with Learning and Engagement, establish hospitality and customer service training for all public-facing personnel.
• Implement incentive and motivation plans to manage Gallery Guides' engagement.
• Motivate staff to actively serve visitors and promote memberships.
• Oversee parking operations to ensure a positive experience for visitors.
• Ensure a seamless and welcoming experience for all guests, from arrival to departure.
• Oversee wayfinding, exhibitions, amenities, and gift shop interactions.
• Proactively address customer concerns and resolve issues to turn negative experiences into positive ones.
• Respond to complex visitor inquiries and resolve conflicts with professionalism

• Set strategic goals and objectives for the Visitor Experience Department.
• Revise and implement departmental policies and procedures to enhance visitor engagement.
• Make high-level decisions regarding staffing models, service design, and operational workflows.
• Collaborate with senior leadership to identify and execute initiatives that improve operational efficiency, visitor satisfaction, and earned revenue.
• Coordinate with museum leadership to implement visitor insights that improve the visitor experience in exhibitions.
• Analyze visitor data and feedback to inform strategic planning and improve services, accessibility, and engagement.
• Develop and implement innovative approaches to visitor engagement, including digital tools and wayfinding.
• Represent the visitor experience in museum-planning efforts, including participation in Senior Management meetings and institutional decision-making impacting the guest experience.

• Create and manage the operating budget for the Visitor Experience Department, its museum-wide initiatives, and the Museum Shop.
• Lead department's budget planning, financial forecasting, and decision-making.
• Lead bi-weekly operations meetings to align operations with upcoming museum activities and ensure a seamless visitor experience.
• Oversee museum shop operations, including point-of-sale systems, product development, and earned revenue strategies.
• Oversee cash management and use reporting tools to assess financial data for Shop, Cafe, and Rentals performance.
• Ensure accurate and complete opening and closing procedures.
• Provide training and supervision for parking system operations.
• Support and develop initiatives to increase earned revenue in Rentals and Events.
• Prepare and process cost of goods reports and inventory of goods for the Museum Shop.