What are the responsibilities and job description for the Director of Visitor Experience Operations position at Zelle Human Resources Solutions?

Position Summary

The Director of Visitor Experience & Operations is a key Senior Leadership role focused on creating a welcoming and seamless experience for all museum visitors. This position oversees the daily operations of frontfacing and operational departments including the Museum Shop Rental Events Durham Caf and Facilities. The director ensures smooth operations and exceptional service for all visitors. Strong commitment to maintaining high standards of hospitality accessibility and engagement ensuring that every visitor feels valued is key. This includes overseeing key incomegenerating areas such as Retail the Caf and Rental Events. The director collaborates closely with internal teams to optimize sales and revenue while maintaining a topnotch visitor experience.

Major Duties

The following responsibilities are listed without specific order and each is equally important to the success of The Museum. All responsibilities are crucial to our daily operations.

Develop and implement strategies to ensure a welcoming safe and engaging visitor experience.
Oversee daily operations of Visitor Experience Museum Shop Events Durham Caf and Facilities to create a seamless and cohesive experience.
Ensure all frontfacing staff deliver exceptional customer service maintaining high standards of hospitality and accessibility.
Implement visitor feedback mechanisms in collaboration with Learning & Engagement to assess satisfaction and identify improvements.
Coordinate with Learning & Engagement to support programs field trips and group visits including ticketing onsite management and logistics.
Manage staffing levels for general visitation special programs and afterhours events in collaboration with key departments.
Evaluate and refine Visitor Experience processes to enhance efficiency accessibility and engagement.
Oversee revenuegenerating areas retail caf operations and event rentals.
Manage the pointofsale system for Membership and Retail overseeing reservations ticketing and online purchases.
Analyze financial performance across earned income areas and make strategic recommendations for growth.
Collaborate with Finance and Senior Leadership teams to align revenue goals with museum objectives.
Develop and oversee training for Visitor Experience ticketing Membership and attendance tracking systems.
Foster a culture of learning coaching and professional development across all visitorfacing and operational teams.
Oversee hiring and supervision of Visitor Experience staff ensuring clear expectations and accountability.
Collaborate with Facilities to maintain a clean accessible and welcoming environment overseeing maintenance needs for relevant areas.
Coordinate with Facilities to address operational concerns impacting the visitor attended experience.
Identify volunteer needs and collaborate with HR to recruit and onboard volunteers.
Stay informed on industry trends and best practices in visitor engagement retail and hospitality.
Perform other duties as needed to support museum operations and mission.
Adhere to policies and procedures outlined in the Employee Handbook.
All other duties as assigned.

Minimum Qualifications

Undergraduate degree in Business Administration Hospitality Management Nonprofit Management or a related field required.

Five years of recent leadership experience in a managerial and visitor servicefocused role including hiring and directly supervising a team.

Five years of seniorlevel administration customer service or hospitality experience required.

Must pass an extensive background and credit check.

Extensive teambuilding and supervisory experience in a nonprofit environment ideally within dynamic cultural organizations.

Outstanding written and verbal communication skills with advanced presentation negotiation project management and problemsolving abilities.

Exceptional organizational planning and financial management skills with a strong ability to prioritize and streamline processes for efficiency and effectiveness.

Strong people management interpersonal and teambuilding skills.

Ability to multitask determine priorities fluidly and efficiently triage emerging situations deploying resources and troubleshooting as needed.

Willingness to work varied hours including nights and weekends when applicable.

Proficiency in Microsoft Word Excel PowerPoint and internetbased research.

Preferred Qualifications

Experience working with external boards and committees.

Demonstrated success in managing large crossfunctional teams within nonprofit organizations.

Ability to multitask determine priorities fluidly and efficiently triage emerging situations deploying resources and troubleshooting as needed.

Equal Opportunity Employer Minorities / Women / Veterans / Disabled

ZelleG

Key Skills

Risk Management,Negiotiation,Operational management,Smartsheets,Strategic Planning,Team Management,Budgeting,Leadership Experience,Program Development,Supervising Experience,Financial Planning

Employment Type : Full Time

Experience : years

Vacancy : 1

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