Manager, Visitor Experience

FULL-TIME SALARY/EXEMPT | 40 HOURS/WEEK | TUES-SUN SCHEDULE

The Manager, Visitor Experience (MVE), reporting to the Senior Director, Visitor Experience, is responsible for the hiring, onboarding, managing, coaching, mentoring, and developing our Visitor Experience Ambassadors (VEAs). This role works closely with Senior Manager, Visitor Experience (SMVE) and Visitor Experience Supervisors to ensure a consistently high-quality, engaging, and seamless visitor experience across the VE Team.

The MVE plays a key role in day-to-day operations, staffing coordination, and team support, partnering closely with the SMVE and Supervisors to maintain service standards and operational excellence.

Additionally, the MVE collaborates with the SMVE, Senior Director and Human Resources to support effective hiring, onboarding, training, and retention strategies. The role contributes to executing staffing models, service standards, and operational practices that support the Museum’s programs, events, and visitor engagement objectives.

The MVE regularly partners with Programs and Exhibits, Membership, Security, Housekeeping, and Facilities teams to support a 5-Star visitor experience and promote the Museum’s family-focused programs and resources.

Core Job Functions & Accountabilities

Staffing Coordination

• Support recruitment efforts, interviewing, hiring, and onboarding of Visitor Experience Ambassadors (VEAs) in partnership with the Visitor Experience (VE) team and HR
• Process onboarding and offboarding documentation accurately and in a timely manner
• Assist in implementing staffing plans developed with the SMVE and Senior Director, including coordination of regular, seasonal, and temporary staff
• Collaborate with Supervisors to coordinate daily staffing coverage to meet operational and visitor experience needs

Scheduling, Payroll & Performance Management

• Manage time and attendance processes, including reviewing and approving time-off requests and reviewing bi-weekly VEA timecards
• Reinforce clear expectations for VEA performance and support Supervisors in monitoring service, conduct, and attendance standards
• Partner with the SMVE to provide ongoing feedback, coaching, and documentation of performance issues
• Support employee relations processes by coordinating with the MSVE, Senior Director and HR on corrective actions and performance improvement plans
• Training & Team Engagement
• Deliver and support customer service-focused training for VEAs, ensuring consistency in the visitor experience
• Assist in implementing onboarding and ongoing training initiatives, including Equity, Diversity, and Inclusion (EDI) and operational training
• Reinforce a positive team environment through consistent communication, recognition, and team engagement activities

Operations

• Monitor daily operations and identify opportunities to improve workflows, procedures, and service delivery
• Communicate operational challenges and recommend practical solutions to the Senior Director
• Support budget tracking by providing relevant data and operational insights as needed
• Ensure alignment with established procedures and contribute to consistent execution across the team

Supervision

• Work closely with Visitor Experience Supervisors, providing day-to-day guidance, support, and accountability for team performance
• Oversee a team of Visitor Experience Ambassadors (VEAs) through direct and indirect supervision, ensuring coverage, consistency, and service quality
• Assist with and resolve escalated visitor and staff issues
• Promote consistent application of policies, procedures, and service standards across the team
• Contribute to a team culture that values accountability, collaboration, and a high standard of visitor service

Administrative

• Respond to visitors and staff inquiries in-person, by phone, and via email in a timely and professional manner
• Resolve visitor concerns related to admissions, memberships, refunds, and general experience issues
• Support museum programs and events, including occasional evening and after-hours coverage
• Assist with additional Visitor Experience functions, including group reservations and coordination needs
• Lead or support daily team briefings and end-of-day check-ins to ensure operational readiness and communication
• Partner with Security, Facilities, and Housekeeping to maintain a safe, clean, and welcoming environment
• Respond to first aid, safety, and security situations in accordance with established protocols
• Participate in meetings, trainings, and cross-departmental initiatives to support organizational goals
• Perform other duties as assigned

Education: Bachelor’s degree or 3-5+ years of equivalent relevant work experience

Qualifications

• A minimum of 3 years of experience in visitor experience, guest services, hospitality, or front-of-house operations, preferably in a museum, cultural institution, or high-volume public-facing environment
• 1-3 experience in a leadership or team support role (lead, coordinator, or supervisory experience preferred
• Demonstrated ability to support high-volume, customer-facing operations with multiple priorities and staffing complexities with proven ability to be dependable, flexible, and adaptable to a fast-paced work environment.
• Strong interpersonal and communication skills, with the ability to collaborate across teams and engage diverse audiences
• Demonstrated ability to foster a positive and productive work environment, and a dedication to creating and maintaining a strong and positive customer service culture.
• Ability to coach and support staff performance while reinforcing service standards and policies
• Strong problem-solving skills and sound judgment when addressing visitor concerns
• Experience fostering a positive, team-oriented work environment
• Familiarity with workforce management systems (scheduling, timekeeping, payroll)
• Proficiency with Microsoft Office or Google Workspace; experience with POS, ticketing, or CRM systems preferred
• Strong interpersonal and communication skills, with the ability to engage effectively across all levels of staff and with diverse visitor audiences
• Flexibility to work weekends, holidays, and occasional evenings based on operational needs
• Flexibility to adjust schedule occasionally to ensure manager coverage

Preferred

• Fluency in a second language
• Direct experience using Galaxy - Gateway Ticketing Systems

Key Competencies

• High standards of customer service – understands, assess and use feedback to improve visitor satisfaction and engagement
• Communication – ability to communicate expectations clearly using various platforms and communication tools
• Interpersonal Skills – ability to manage people, mentor, coach and handle a variety of employee relations’ issues
• Dependability and flexibility – ability to support the high demands of a fast-past environment including meeting all daily operational needs
• Leadership – the ability to role model and set high standards of performance, make sound judgements and decisions.
• Technical Skills – ability to build on knowledge and apply skills

WORK CONDITIONS

Physical: The ability to speak, write and convey clear communication and present information to small or large crowds in-person, on phone or email. The ability to stand for long periods, occasionally sit and walk, and the ability to lift, pull, push up to 50 lbs. Work in a shared office, and use general office equipment such as a computer, a webcam, multi-line phone, and a printer/copier. Carry and use a two-way radio. When staffing the Museum exhibits, an occasional need to kneel, crawl, bend, stoop, or sit on the ground.

Environment: Creative, Collaborative, Fun and Innovative environment with a welcoming and inclusive atmosphere. During peak seasons, the Museum and office space tend to be busy, noisy or loud, which includes sounds of crying, laughing or shouting children (and some adults).

Other Factors: 5-day work week that includes a weekend day. Flexibility and availability required to accommodate occasional, early morning, evening, and holiday hours as required. This position is CPR/First Aid certified, certification provided by the Museum.