Senior Director of Visitor Experience and Safety

Key Responsibilities

• Visitor Experience Strategy, Implementation, and Assessment
• Develop and steward a comprehensive visitor experience strategy that integrates customer service, retail, and safety functions.
• Establish service standards, policies, and procedures that guide front-line operations and are implemented by the Assistant Directors.
• Use attendance data, sales reports, visitor feedback, and incident reporting to evaluate performance and identify opportunities for improvement.
• Partner with Curatorial, Education, Advancement, Marketing, and Facilities to support exhibitions, programs, and special events.
• Model and promote a culture of professionalism, inclusivity, hospitality, and accountability across all visitor-facing teams.
• Retail Management and Customer Service (Strategic Oversight)
• Provide strategic direction and performance oversight for the retail operations and vendor activations to support earned revenue goals and in service of a diverse customer base.
• Collaborate with the Assistant Director of Retail on merchandising strategy, pricing, inventory controls, and POS systems.
• Review sales, admissions, and financial reports; set targets and evaluate progress with retail leadership.
• Ensure retail operations reflect the Museum’s mission, values, and customer service standards.
• Support retail staffing models, training frameworks, and customer service expectations developed and implemented by the Assistant Director of Retail.
• Museum Safety (Strategic Oversight)
• Set institutional policies and standards for safety, security, and emergency preparedness.
• Oversee the Director of Safety in the implementation of daily safety operations, staff supervision, and training.
• Review incident reports, compliance checks, and risk assessments; recommend improvements as needed.
• Cook up with facilities, administration, and executive leadership on emergency planning, drills, and regulatory compliance.
• Ensure a balanced approach to security that prioritizes visitor and staff safety while maintaining a welcoming museum environment.
• Leadership, Administration, and Operations
• Recruit, supervise, mentor, and evaluate the Assistant Directors; support their professional development and effectiveness as managers.
• Develop departmental goals, metrics of accountability, and performance evaluation frameworks aligned with institutional priorities.
• Prepare and manage departmental budgets in collaboration with the CFO/COO; monitor revenue and expense performance.
• Establish staffing strategies that support daily operations, evenings, weekends, and special events.
• Serve as a visible leader and ambassador for the Museum’s commitment to visitor experience, safety, and public trust.
• Contributes to a convergent organizational culture grounded in professionalism, mutual respect, and an entrepreneurial spirit.

Qualifications/Competencies

• Bachelor’s degree in museum studies, hospitality management, business administration, public administration, or a related field, or equivalent professional experience.
• Minimum of 7–10 years of progressively responsible experience in visitor services, hospitality, retail, security, or operations, preferably in a museum or cultural nonprofit.
• Demonstrated experience managing managers and leading multidisciplinary teams.
• Strong understanding of customer service excellence, earned-revenue operations, and risk management.
• Experience using performance metrics, financial reports, and qualitative data to guide strategy and improvement.
• Excellent communication, judgment, and leadership skills.
• Experience overseeing museum security or public-safety operations preferred.
• Knowledge of AAM best practices related to visitor experience, safety, and public trust preferred.
• Experience managing POS systems, retail financial reporting, or admissions operations preferred.
• Training or certification in emergency management, safety, or security (or willingness to obtain) preferred.