Assistant Director of Visitor Experience

POSITION: Assistant Director of Visitor Experience

Implement visitor experience policies, service standards, and procedures established by the Senior Director of Visitor Experience and Safety. Provide visible, hands-on leadership for front-line visitor experience staff, modeling professionalism, hospitality, inclusivity, and accountability. Ensure consistent, high-quality customer service across admissions, retail, and public-facing spaces. Address visitor questions, concerns, and service recovery issues in a timely and professional manner. Support staffing coverage for daily operations, evenings, weekends, and special events as needed. Retail Operations and Earned Revenue Oversee daily operations of the Museum Store and vendor opportunities in support of earned revenue goals. Manage merchandising, inventory control, purchasing, and vendor coordination in alignment with approved strategies. Operate and oversee point-of-sale (POS) systems, including cash handling procedures and reconciliation. Track sales performance, admissions activity, and retail trends; prepare daily and periodic reports for review by the Senior Director. Coordinate retail offerings and activations with exhibitions, programs, and special events to enhance the visitor experience. Manage the end-to-end lifecycle of the semi-annual TMA Artisans Market-managing vendor selection, permitting, vendor/staff logistics, inter-departmental operations (F&B, performances), on-site execution, and post-event analysis. Staff Supervision, Training, and Development Recruit, onboard, schedule, train, and supervise Visitor Experience Associates. Deliver initial and ongoing training in customer service standards, admissions procedures, retail operations, and POS systems. Provide regular coaching, feedback, and performance support to front-line staff. Foster a positive, inclusive, and collaborative team culture aligned with Museum values. Coordination, Reporting, and Continuous Improvement Collaborate with colleagues in Curatorial, Education, Marketing, Advancement, Facilities, and Security to support exhibitions, programs, and events. Generate and submit accurate daily admissions and sales reports; assist with data collection for visitor feedback and performance assessment. Identify operational challenges and opportunities for improvement and communicate recommendations to the Senior Director. Support the implementation of assessment practices and data-informed decision-making at the front-line level. Contribute to a convergent organizational culture grounded in professionalism, mutual respect, and an entrepreneurial spirit. Perform other related duties as assigned. QUALIFICATIONS/COMPTENCIES Associate or bachelor's degree in hospitality, business, arts administration, museum studies, or related field, or equivalent professional experience. Minimum of 3-5 years of experience in visitor services, retail operations, hospitality, or customer service, preferably in a museum or nonprofit environment. Demonstrated training and supervisory experience with front-line or customer-facing staff. Strong customer service orientation with a commitment to inclusive and welcoming practices. Working knowledge of retail operations, inventory management, cash handling, and POS systems. Basic financial literacy, including the ability to track sales performance and meet operational targets. Strong communication, problem-solving, and organizational skills. Ability to work a flexible schedule, including evenings, weekends, and special events. Interest in mission-driven retail, arts engagement, and public-facing cultural work preferred.