Assistant Director of Visitor Experience

Oversees all administrative, managerial, and performance-based aspects of the Visitor Engagement (VE) department and function, including strategic planning and execution of Visitor Engagement goals as they relate to the overall mission of the Museum.

Responsibilities

• Regularly assess the current state of the visitor experience, including that of members, and proactively propose new ideas to improve and enhance it.
• Ensure VE staff facilitate a welcoming, safe, and educational experience for visitors, members, and retail shoppers, including offerings that promote audience engagement during and after the visit.
• In partnership with the Director of Visitor Experience and Retail Stores, coordinate admissions and ticketing practices to support consistent policies, effective event launches, and a seamless visitor and member arrival experience.
• Provide leadership and foster collaboration throughout the organization in matters relating to Visitor Engagement, including connections to retail, membership, and learning and engagement activities.
• Oversee functions managed by the Managers of Visitor Engagement, providing guidance and decision-making on staffing, labor management, and cross-departmental collaboration with Membership, Retail, Digital Product, Curatorial, Marketing, Security, and Learning and Engagement teams.
• Serve as a key contributor to cross-functional efforts to identify, propose, and advance innovations that improve the onsite visitor experience, using visitor data, research, and frontline operational insight.
• Foster a culture of fiscal responsibility within the Visitor Experience management team while managing the financial budget during each fiscal year.
• Coach and mentor management staff to achieve excellence by providing development opportunities, assigning clear accountabilities, and offering consistent follow-up and feedback.
• Cultivate a high-performing and inclusive work culture across the Visitor Engagement department by setting clear expectations for professionalism, accountability, and collaboration.
• Coach managers to effectively lead a multi-generational, unionized workforce, balancing strong visitor service standards with fair and consistent performance management practices.
• Develop and update staffing plans in partnership with the Director of Retail Stores and Visitor Experience to deliver on annual goals; partner with Human Resources and Museum Finance to secure necessary approvals for staffing decisions.
• Lead efforts to build a rewarding employee experience by recruiting, developing, and inspiring a Visitor Engagement team that delivers an outstanding visitor experience and achieves qualitative and quantitative results.
• Resolve visitor concerns that cannot be settled at the managerial level, including responding to patron complaints regarding ticketing or admissions issues related to pricing and visitor experience.
• Partner with internal departments involved in ticketed programs and admissions operations to support consistent ticketing practices, visitor flow planning, and the implementation of admissions policies, including refund and pricing guidelines.
• Prepare periodic executive-level reports, presentations, and analyses on operational performance, visitor experience initiatives, and departmental improvements.
• Maintain a strong presence in the Museum lobby and visitor-facing areas at least 50% of the time to interact with visitors and coach staff and managers.
• Perform any other duties reasonably related to the functions described above.

Requirements

• Bachelor’s degree and five or more years of relevant work experience or equivalent.
• Demonstrated willingness to work non-traditional hours, take initiative, and meet deadlines.
• Experience successfully working with individuals from a wide variety of ethnic, cultural, and economic backgrounds.
• Knowledge of admissions, POS, and online ticketing systems.
• Ability to interact effectively with a wide range of people and personalities across all levels within and outside the Museum.
• Must be able to work a five-day schedule including weekends, holidays, and late evenings when necessary.

Pay

Salary range: $125,000 to $150,000 per annum.

Reports to: Director of Visitor Experience and Retail Stores
Supervises: Managers of Visitor Engagement and Lobby Managers