MASS MoCA is seeking a full-time Visitor Experience Manager. This role is critical in providing an enjoyable, safe, and meaningful visitor experience at the museum and requires a professional who offers a strong, positive, enthusiastic and creative approach to leadership, as well as oversight of the daily operations of the visitor experience department throughout the galleries. The role includes management of museum attendant staff, enhancement of wayfinding throughout the public areas of the Museum, development of innovative outreach and experiences to attract audiences, participation in community engagement initiatives to create an inclusive, welcoming environment at the museum, and collaborations with local, regional, state, national and international partners. This role will require a high level of both internal and external communication and coordination. The Visitor Experience Manager will collaborate closely with managers in the Visitor Experience and other departments including Communications and Content , Performing Arts, Visual Arts, Public Programming, Advancement, and Security in order to best serve our visitors while growing revenue opportunities and meeting goals. 

The Visitor Experience Manager is a confident and articulate professional who is creative, energetic, and accountable, yet collaborative and team-oriented. The Visitor Experience Manager will possess exceptional leadership skills in a team environment and have previous experience managing staff in a customer service environment. They must be an excellent communicator and relationship builder, skilled at and committed to engaging visitors of all ages, interests and abilities, be solutions-focused in a fast-paced environment and prepared to make independent decisions and manage significant matters that impact the general operations of the Visitor Experience department. 

The Visitor Experience Manager will be responsible for hiring, training, scheduling, supervising, mentoring and performance managing Museum Attendant staff. They will develop policies and procedures, as well as training programs and professional development for their staff. The Visitor Experience Manager will ensure a friendly, smooth, and efficient operation, working closely with staff to provide excellent and consistent service across all visitor and member interactions, to ensure that unique situations are handled promptly and courteously and that frontline Visitor Experience staff are well-supported in real time. This position is highly visible and the Manager will lead by example at all times, providing the highest level of customer service to all guests, vendors, and clients. In concert with the Museum as a whole, the Visitor Experience Manager will work to develop and implement policies and practices that foster a more diverse, equitable, accessible and inclusive environment across the visitor experience.

The Visitor Experience Manager will work full-time, Tuesday – Saturday and is expected to work holidays, evenings, and festivals when needed. The Visitor Experience Manager reports to the Director of Visitor Experience.

Duties and Responsibilities:

Visitor Experience

• Manage the training, supervising, performance managing and scheduling of the Museum Attendant staff
• Contribute to and assess qualitative and quantitative data collection to better understand and steward our current audiences, as well as identify audience segments who currently do not frequent the museum
• Develop targeted outreach strategies to priority audience segments in order to attract new visitors, re-invigorate inactive groups, and/or entice return visits, including the development of itineraries and packages in collaboration with partners such as lodging, tour operators, universities/alumni, and other businesses and tourism entities
• Responsible for planning, coordinating logistics, and facilitating guided and self-guided tours and special events, during and outside of regular museum hours
• Work with DVE and other departments in cultivating and strengthening community partnerships and collaborations with our local, regional, state, national, and international partners
• Work with DVE to establish partnerships with other cultural institutions to develop programs and initiatives to grow and share audiences 
• Develop interpretive techniques/programs, both digital and hands-on, for guided and self-guided experiences in the museum in collaboration with the Public Programs and other departments 
• Complete the museum’s tour training course and lead tours of the museum when needed 

Museum Attendants and Galleries

• Oversee the hiring, training, supervising, performance managing and scheduling of the Museum Attendant staff 
• Oversee the implementation of daily Museum Attendant schedules
• Develop strategies to orient guests to the Museum, assist with smooth flow through museum, assess and make suggestions to improve wayfinding throughout museum and engagement tools such as the website, social media, and Bloomberg Connects app
• Learn and train all staff on the communication of information to visitors and members regarding exhibitions, events, programs and museum amenities
• Design and implement engaging and educational staff trainings, meetings, and continuing education sessions for Museum Attendants; act as an initial contact for communications and training with other departments; create agendas for monthly meetings and invite guest speakers from museum staff and visiting artists

Policies and Procedures

• Work collaboratively across departments to develop operational policies and procedures to ensure a safe, friendly, welcoming, accessible, and inclusive environment for all guests, as well as ensuring the protection of staff, objects, media, and displays
• Respond immediately to resolve visitor and staff inquiries and issues while supporting museum policies to ensure a positive guest engagement
• Ensure VE policies are consistent in supporting institutional needs while fostering a team culture that exemplifies the museum’s values, incorporates staff feedback, and supports professional development
• Collaborate with other Managers to align with all frontline teams in creating processes that support staff working in a public facing capacity and provide a cohesive visitor experience
• Develop new policies when systems seem outdated or inefficient
• Additional duties, as assigned.

Requirements 

• Bachelor’s degree required
• Minimum of 5 years of public-facing customer experience in a fast-paced, front-facing, customer service environment
• Minimum of 4 years of staff supervisory and project management experience is required
• Demonstrated exceptional communication skills within a team environment and ability to speak effectively and comfortably in public
• Excellent time-management, attention to detail and organizational skills, able to time-manage and work independently as well as manage, train, motivate and mentor others
• Demonstrated experience fostering a culture that prioritizes positive engagement for diverse audiences 
• Flexibility, the willingness to cheerfully and calmly adapt to rapidly changing situations, as well as ability to handle difficult situations while remaining professional and respectful
• Proficiency with Microsoft Office and Google Drive required
• Ability to accommodate a flexible schedule, including evenings, weekends, and holidays
• Previous experience with cultural or performing arts institutions or festivals is a plus
• Interest in visual and/or performing arts is a plus
• Bilingual is a plus
• Ability to handle and carry objects and lift up to 40 pounds
• MASS MoCA strongly recommends that employees are vaccinated against COVID-19

Please include a cover letter with your resume/CV/application. 

Minimum starting salary: $62,000 (exempt)