Visitor Experience Manager

The Visitor Experience Manager will be responsible for the successful management of the Visitor Experience Department. Supervising staff across the museum campus to provide a high level of customer service and satisfaction, working cross-departmentally to ensure an excellent experience and place of belonging for guests. They will oversee the selling of tickets to the Museum and its programs, handling guest questions and complaints, especially those not resolved at the Lead or Associate level.

The Manager maintains accurate records and financial controls for ticket sales and ticketing equipment. The position reports to the Vice President of Audience Engagement and is regularly scheduled for weekend and evening hours.

• Builds, manages, and leads the Visitor Experience Department to ensure a premier experience for guests to the Museum. Responsible for hiring and training Visitor Experience Associates and Visitor Experience Lead to maintain a pool of full-time, part-time, and on-call Visitor Experience Associates sufficient to meet JANM’s needs.
• Assesses JANM’s robust schedule of exhibitions and programs to schedule staff, ensuring adequate coverage and excellent service at all necessary stations throughout JANM’s campus during Museum operating hours and at all public programs, special events, and rentals. Consult with the exhibitions team to assess needs for gallery attendants for special exhibitions based on security requirements and in-gallery activities.
• Develops and helps ensure that Visitor Experience Department systems, procedures, and practices support effective Visitor Experience operations, including accessibility issues.
• Leads regular Museum-wide training (quarterly and annually) for staff and volunteers to maintain standards, ensure compliance, and address changing needs of Museum programming.
• Prioritizes the collection, analysis, and use of data to measure the effectiveness of all aspects of the guest experience, including ticketing, capacity, pricing, hours, and customer satisfaction.
• Assists in developing and managing the check-in process for Museum guests, programs, ticketing packages, and group tourism sales.
• Reviews the daily schedule of group visits and programs with Visitor Experience Associates on duty. Coordinate breaks for Visitor Experience Associates and rotations among galleries, the front desk, and other stations.
• Open and close the ticketing desk daily. Balance cash drawers and ensure credit card readers and POS systems are turned on and off daily.
• Ensure deposit accuracy and secure end-of-day deposits. Reconcile and submit sales reports to the Finance Office. Clear criminal background check required.
• The Visitor Experience Manager will help ensure the Museum complies with all state and local public health and safety protocols for guests, as well as best practices for accessibility.
• Oversee daily setup for public spaces, programs, and special events; maintain supplies; set up and strike way finding signage, ticketing signage, and visitor engagement collateral.
• Ensure all lights, multimedia features, and gallery displays are on and functioning, and that any equipment is charged and in working order. Report any issues in a timely fashion to the appropriate department.
• Document and report on any incidents of violation or unusual activity to Security and Exhibitions.
• Staff members must be able to work with visitors of all ages to support the various events sponsored by the Museum. Each staff member will be expected to work on a minimum of three museum-wide events per year:
  • JANM’s Gala and Online Auction—(off-site) typically held in the Spring (April-May)
  • JANM’s Oshogatsu Family Festival (usually 1st Sunday in January)
  • JANM’s Natsumatsuri Family Festival (Saturday in August)

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