Position Title: Visitor Experience Associate Manager

Reports to: Director of Education

Supervises: Experience Coordinators, Visitor Experience Associates,

Status: Part-Time, Salaried – Non Exempt 

Responsibilities: The Visitor Experience Associate Manager is primarily responsible for ensuring an exceptional visitor experience in collaboration with the Visitor Experience Manager, that supports the Museum’s mission and is aligned with its strategic objectives. The successful candidate will provide strong leadership and supervision for all frontline staff, including the Experience Coordinators, Visitor Experience Associates, and volunteers.

Specific expectations include:

In collaboration with the Visitor Experience Manager:

• Provide strong leadership and supervision for Experience Coordinators and other frontline staff to ensure the optimum visitor experience that supports the Museum’s mission.
• Develop and oversee implementation of visitor services policies and procedures
• Supervise frontline services including reception, admissions desk, group visits, educational activities, events, and after-hours programs
• Supervise in the recruitment, retention, and recognition of Museum volunteers, interns, and work study students 
• Facilitate positive and effective communication with Museum visitors including communication of programs and services and resolution of questions or complaints; serve as the first point of contact for any escalated visitor complaints
• Determine and fill frontline staffing needs: interview, train and schedule staff;
• Oversee registration for fee-based programs including parties, group visits, any afterhours events;
• Manage, book, and staff outside client Museum rentals, including responding to inquiries, drafting rental agreements, and ensuring appropriate use of visitor spaces
• Develop and deliver trainings to prepare frontline staff and volunteers to deliver playful learning experiences to all visitors and to meet professional standards of the Museum.
• Project and reach revenue goals for fee-based programs and work with Museum leadership team to ensure admissions and membership revenue goals
• Project and adhere to expense budgets for fee-based programs, payroll and other visitor services needs
• Maintain accurate attendance and financial records; produce and analyze reports;
• Collaborate with the Museum’s leadership team to deliver strategic initiatives and develop cross-departmental policies, procedures, and plans
• Field, approve, and arrange external on-site research requests
• Potentially serve as a member of the Museum’s Safety & Security Committee; develop and emergency/security policies and procedures and deliver safety & security trainings for all staff
• Configure and maintain the Museum’s point-of-sale and customer relations management (POS/CRM) platform as it pertains to the Visitor Services team
• Other duties as assigned

Qualifications:

• Proven track record as a dynamic team leader, with at least 1 – 3 years in a supervisory position, or equivalent experience.
• Excellent customer service skills, with experience in a position requiring public interaction with children and families such as entertainment or restaurant management – museum experience preferred
• Excellent attention to detail while setting priorities, meeting critical deadlines and flexibly solving problems in a fast-paced, team-oriented environment
• Experience developing policies and procedures and training staff in their implementation
• Experience working with children and a commitment to children’s play and learning a plus
• Bachelor’s level degree or equivalent experience

Technical and Physical Requirements:

• Clear and effective communicator: excellent interpersonal and verbal/written communication skills
• Accurate data entry skills
• Accurate cash handling ability
• Proficient in Microsoft Word, Excel and internet usage, experience with POS/CRM systems preferred
• Able to go up and down stairs, sustain periods of prolonged standing, and perform frequent lifting up to 25 pounds
• 1st Aid/CPR/AED certification required (will train)

Availability: Part Time – Weekend availability is required.  Schedule is subject to change based on Museum operating hours.

3 Days a week Friday, Saturday, Sunday.  

Compensation:

Base Salary $30,000 

Potential additional overtime pay for working on Sundays

Application Instructions:

Email cover letter and resume to the Director of Education at Directors@ChildrenMuseum.org. Please attach PDFs of cover letter and resume; name the documents with your last name and title of document. No phone calls please. Application review begins immediately. Applicants are required to have both a BCI check at the attorney general’s office and NSOPW background check online upon offer of a position. Applicants consent to these background checks and understand that they are part of the hiring process.