Manager, Visitor

Position: 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 HRProcess 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…