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Visitor Services Manager
Location: US-NY-Brooklyn
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INTERNAL TITLE: Visitor Experience Manager POSITION: The New York Transit Museum seeks an individual to serve as Visitor Experience Manager (Manager). This position is responsible for managing all aspects of visitor experience from overseeing advance and onsite ticket sales to creating and implementing policies and procedures related to welcoming visitors. The Manager develops systems for hiring, retaining, training, and evaluating part-time staff who work as Visitor Experience Facilitators. Reporting to the Operations Manager, the incumbent is responsible for shaping visitor experience, helping to define department strategies that align with the Museums goal of using the collections to shape experiences that make the content physically, socially, and intellectually engaging for multigenerational audiences. As a Manager-on-Duty (MOD), this key holder position is a supervisor across the Museum during weekday and weekend hours, creatively problem-solving to ensure smooth operations across the institution. When acting as MOD this position oversees security, cleaners, all life safety systems, and is empowered to make on the spot decisions. Additionally, incumbent serves as Deputy Fire Safety Director.
RESPONSIBILITIES: - With a cross departmental team of colleagues, spearhead the development of a cohesive philosophy of visitor experience at the Museum and conceptualize the next phase in the Museums Visitor Experience evolution.
- Manage Museum admissions and all related discounts and policies, respond to inquiries from the public about visitation and ticketing, and strategize to maintain ideal Museum visitation levels.
- Responsible for managing the Altru ticketing system, serving as a system administrator. Prepare weekly, monthly, annual, and program-specific reports on attendance and revenue and leverage to better understand Museum audience and visitation patterns.
- Manage a full-time Visitor Experience Coordinator and part-time Visitor Experience Facilitators, including hiring, scheduling, overseeing personnel issues, staff operations, and training and development on all systems and procedures.
- Manage staffing for after hours and off-site programing as needed.
- Develop and implement Visitor Experience and Admissions training materials and resources for part-time staff. Supervise staff, perform annual employee evaluations, and perform other administrative duties related to the management of this staff as necessary.
- Working closely with the Operations team, liaise with MTA contractors, security personnel, and cleaners, and help troubleshoot any issues that may arise. When serving as MOD, this position is the primary contact/decision maker for any on-site incidents.
- Serve on emergency team and be prepared to lead staff in response to any emergencies that arise. Will be trained as Deputy Fire Safety Director.
- With a core team of colleagues, spearhead the development of institutional standards for messaging visitor information (on website and in automated messaging) and responding to visitor issues that arise in person or across all platforms (phone, email, social media). Communicate these policies across Museum departments. Responsible for updating visitor sections of Museums website.
- Manage birthday party rentals as the Museum seeks to re-launch this platform. Supervise part-time staff, assess policies and workflow, work closely with Education Department staff on content training to provide high quality experiences.
- Prepare budgets, monitor expenses and handle additional administrative work associated with Visitor Experience.
- Conduct visitor studies and evaluation to better understand the needs of the Museums visitors and their interests.
- Other tasks and assignments as required
Requirements Bachelors degree and at least two years managing visitor services in a museum or cultural attraction.Previous experience hiring and managing staff. Overseeing cash handling procedures strongly preferred. Demonstrated administrative, ticketing system management, and accounting skills, with superior attention to detail. Excellent analytical and communication skills A general curiosity about the New York Transit Museum and support of its mission Enthusiasm, flexibility, and ability to work in a team-oriented environmentMust be available Wednesday-Sunday and occasional evenings as needed.
Benefits This is salaried, overtime-exempt position. Benefits include a subsidized health, dental, and vision plan, 15 vacation days per year, 6 sick days per year, and 13 paid holidays per year.
New York Transit Museum
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