Manager of Visitor Operations

About the Role

The Manager of Visitor Operations models superior customer service while ensuring a welcoming atmosphere for visitors in all public areas throughout the museum. In collaboration with the Assistant Managers of Visitor Operations, they coordinate the activities of the Visitor Experience team and monitor the visitor experience throughout the museum, redeploying staff resources as necessary to ensure a friendly, comfortable, informative, and efficient experience for all. The Manager of Visitor Operations plans for times of peak attendance, exhibitions, programs, special events, and other daily operational needs. They serve as the final operational point of contact and decision-maker before escalation to the Director of Experience and Growth for complications that arise in the admissions area and throughout the public areas of the museum, including software or equipment malfunctions, gallery experience, crowd management, staff concerns, and resolving visitor concerns.

Responsibilities

Floor Duties

• Lead the Visitor Experience team by demonstrating extraordinary customer service skills. At all times, be a welcoming and informed presence for visitors and staff while motivating team members to do the same.
• In collaboration with the Assistant Managers of Visitor Operations, lead and oversee the Visitor Experience team and provide guidance, direction, and support throughout daily operations.
• Serve as the final operational point of contact and decision-maker before escalation to the Director of Experience and Growth when significant visitor, staff, ticketing, or operational concerns arise.
• Monitor activities in public spaces and intervene to proactively resolve issues before they escalate, with the goal of ensuring a smooth and pleasant experience for visitors.
• Monitor attendance, visitor flow, staffing levels, and operational conditions throughout the day and redeploy staff resources as necessary.
• Support line management, admissions operations, coat check, visitor wayfinding, gallery experience, and other front-of-house functions throughout the museum.
• Relieve Senior Visitor Services Assistants and Visitor Services Assistants for breaks and cover admissions, coat check, and other functions as needed throughout the day.
• Troubleshoot and coordinate responses to software, ticketing, equipment, and other operational issues affecting the visitor experience.
• Oversee daily opening and closing procedures and ensure that all Visitor Services workstations and public-facing areas are prepared for operation.
• Respond to visitor concerns and complaints with professionalism and good judgment, providing appropriate service recovery and involving the Director of Experience and Growth or other museum leadership when necessary.
• Work collaboratively with staff across the museum to support a welcoming, safe, accessible, and well-coordinated visitor experience.

Administrative Duties

• Oversee the scheduling and deployment of the Visitor Experience team for daily operations, special events, programs, and other shifts as needed, and continuously evaluate staffing practices to improve coverage, efficiency, consistency, and staff support.
• Plan for exhibitions, programs, special events, periods of peak attendance, operational changes, and other circumstances that may affect staffing or the visitor experience.
• Oversee the development and implementation of onboarding, ongoing training, coaching, and professional development for the Visitor Experience team, ensuring staff are prepared in customer service, museum procedures, admissions operations, ticketing systems, accessibility practices, and the technical aspects of their positions.
• Ensure staff are appropriately informed, equipped, and prepared to carry out their assigned tasks successfully.
• Develop, update, and communicate departmental procedures, reference materials, and operational guidance.
• Identify areas for improvement within the department and make recommendations to the department Director.
• Monitor visitor feedback, attendance patterns, operational concerns, and recurring service issues and use this information to recommend improvements to staffing, procedures, communication, and the visitor experience.
• Oversee the daily operation and continued improvement of admissions, ticketing, point-of-sale, and related Visitor Services systems.
• Partner closely with the Manager of Group Sales to maintain awareness of upcoming group visits, communicate operational and staffing needs, and ensure the Visitor Experience team is prepared to provide seamless onsite group experiences.
• Work with the Departmental Coordinator and Assistant Managers of Visitor Operations to ensure continuity of essential departmental administrative functions. Provide coverage for the department's main phone line, email account, and related functions when necessary.
• Ensure accuracy of timecards submitted for Visitor Experience team and address discrepancies in coordination with department leadership and staff.
• Work as a liaison for museum operations, outside partners, visitors, and departments including Protection Services, Facilities, Information Technology, Special Events & Dining, Membership, Education, Advancement, Retail, Parking and other areas as appropriate.
• Participate in cross-departmental planning meetings and operational initiatives as assigned.
• Perform other tasks as directed by the Director of Experience and Growth.

Qualifications

• B.A., B.S. preferred.
• Outstanding customer service skills; at least three years of customer service experience.
• At least two years of experience supervising or managing employees.
• Experience coordinating staff schedules, deployment, or front-of-house operations in a high-volume public-facing environment preferred.
• Fluency in English; other language skills are a plus.
• Good computer skills; familiarity with point-of-sale, admissions, ticketing, and scheduling software is a plus.
• Good judgment, strong communication and negotiation skills, attention to detail, organization, and problem-solving skills.
• Ability to remain calm, make sound decisions, and provide clear direction in a fast-paced environment.
• Proficiency with Microsoft Outlook, Excel, Word, Teams, SharePoint, and other Microsoft 365 applications preferred.
• Interest in art or a related field preferred.
• Regular evening and weekend work required based on museum hours, programs, exhibitions, and special events.

Pay

$60,000. This position is Full-Time, Exempt, and 35 hours per week.

Benefits

• Free general admission to the museum for you and your immediate family.
• Discounted guest tickets for admission.
• Discounts on gift memberships.
• Special staff tours and presentations from our curatorial and conservation teams.
• Discounts at the museum restaurant, museum cafés, and museum retail and online stores.
• Medical, dental, and vision benefits.
• Fully paid short-term disability insurance, long-term disability insurance, and life insurance.
• Health savings or flexible spending account program.
• Retirement savings program with museum match.
• Paid vacation, personal days, sick days, and holidays.