Senior Manager, Visitor Experience

Reporting to the Director of Visitor Experience, the Senior Manager will assist in coordinating, monitoring, working with, and leading the visitor experience team and work throughout the museum, including oversight of ticketing via point-of-sales system, admission, group sales, memberships, and galleries. You will thrive in this role if you are the kind of person who loves to build teams, has a track record of providing outstanding customer service, understands best operational practices, does not shy away from difficult conversations, and is passionate about offering best-in-class experiences. Duties and Responsibilities: Team Support and Collaboration: Collaborate with the Director of Visitor Experience to ensure a premier experience for all museum visitors, supporting the leadership vision and directives. Assist in the recruitment, training, and professional development of Visitor Experience staff members, working closely with the Director. Support the oversight of admissions operations and memberships, including online, phone, and on-site ticket sales. Assist the Director in providing guidance, mentorship, and support to team members, ensuring their professional development, and conducting performance reviews in alignment with the department's goals. Assist in establishing and monitoring key performance indicators, promoting adherence to the museum’s guidelines, and fostering a supportive work environment. Under the Director's guidance, implement strategies to improve performance and contribute to departmental goals while upholding company policies and procedures. Operations Assistance: Support the daily operations of the Visitor Experience Department, striving for efficient and effective service delivery. Collaborate with other departments and contractors to ensure exhibitions and operations are in excellent condition, as instructed by the Director. Assist in developing and managing work schedules to ensure adequate coverage, as outlined by the Director. Contribute to recording and tracking payroll, time off requests, and training for VEAs on new exhibitions, ensuring compliance with museum policies. Collaborate with the team in group sales, membership sales, and general admission upselling to maximize revenue, following the Director's lead. Customer Service Focus: Promote a customer-centric approach throughout the department, emphasizing the importance of exceptional service. Handle complex customer inquiries and escalations as needed, demonstrating timely and informed decision-making. Leverage technology solutions to enhance customer service efficiency and effectiveness, following the Director's direction. Stay informed about industry trends and contribute to implementing innovative tools to improve the visitor experience. Document incidents, issues, and feedback throughout the museum and report to the Director. Leadership and Growth Support: Support the Director in fostering a culture of teamwork, professionalism, and continuous improvement within the department. Assist in driving initiatives to enhance the overall customer experience, including the development of museum membership and feedback mechanisms. Support the team in streamlining and maintaining policies and procedures for the department. Assist in overseeing and managing the entire front-line staff’s activities and performance, conducting 1:1 discussions based on performance under the guidance of the Director. Lead by example and demonstrate the ability to take and provide constructive feedback. Organizational Assistance: Assist in maintaining departmental records, reports, and documentation in an organized and accessible manner. Stay updated on daily events, buyouts, and programs, and communicate effectively to the leadership team. Assist in data analysis to identify trends, assess performance metrics, and make data-driven decisions. Support ticketing and box office management as directed by the Director. Assist in compiling and generating reports on various aspects of museum operations. Monitor and maintain all VE supplies and equipment, ensuring the department is fully informed of new information. Adaptability and Additional Responsibilities: Thrive in dynamic and fast-paced environments, demonstrating flexibility in scheduling to accommodate departmental needs. Perform other duties as assigned by the Director. Qualifications and Requirements: A bachelor’s degree preferred or equivalent combination of business experience. 5+ years of management experience in a customer-facing role. Proven experience as a manager in a large customer service department. Strong leadership and team management skills. Excellent communication and enjoyment of working with the public and demonstrating friendliness, professionalism, enthusiasm, and customer-centric approach. Expert proficiency in scheduling software and timecard management systems. Ability to handle HR-related matters with discretion and sensitivity. Demonstrated success in hiring and managing full- and part-time staff. Quick decision-making skills and the ability to navigate and lead through change, adapting strategies to evolving business needs. Strong organization and analytical skills. Proactive and ambitious, with a passion for department growth and improvement. Ability to handle multiple projects and resources needed to meet deadlines. Knowledge of museum operations or public institutions. Ability to lead by example and receive feedback effectively. Flexibility in scheduling to accommodate departmental needs. Extensive knowledge of admissions, POS, and online ticketing systems. Proven track record of motivating staff and fostering a positive work environment. Experience evaluating and analyzing data to improve the visitor experience. Ability to identify and positively resolve visitor issues. Previous experience working with CRM databases and box office ticketing systems (Ticketure) is a plus. Museum, film, hospitality, or cultural attraction experience is a plus. A commitment to diversity, equity, accessibility, and inclusion. Availability to work nights, weekends, holidays, and special events. Physical Requirements: Be mobile for extended periods of time (including standing and walking). Must be able to stoop, kneel, crouch, or crawl. Remain in a stationary position for multiple hours and remain alert at all times. Ability to move at least 25 lbs. If hired, we require all employees to be vaccinated against COVID-19, unless a medical or religious accommodation is needed as determined on a case-by-case basis. The expected salary for this role is $90,000. The actual base pay offered will be determined by factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis. Our Benefits: Comprehensive medical, dental, and vision. PTO and Sick Time 401(k)