Overview

Job DescriptionJob DescriptionWe Are Committed to an Inclusive Workplace At the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status. The Manager of Visitor Operations models superior customer service while ensuring a welcoming atmosphere for visitors in all public areas throughout the museum. In collaboration with the Assistant Managers of Visitor Operations, they coordinate the activities of the Visitor Experience team and monitor the visitor experience throughout the museum, redeploying staff resources as necessary to ensure a friendly, comfortable, informative, and efficient experience for all. The Manager of Visitor Operations plans for times of peak attendance, exhibitions, programs, special events, and other daily operational needs. They serve as the final operational point of contact and decision-maker before escalation to the Director of Experience and Growth for complications that arise in the admissions area and throughout the public areas of the museum, including software or equipment malfunctions, gallery experience, crowd management, staff concerns, and resolving visitor concernsSpecifically, you will:Floor Duties • Lead the Visitor Experience team by demonstrating extraordinary customer service skills. At all times, be a welcoming and informed presence for visitors and staff while motivating team members to do the same. • In collaboration with the Assistant Managers of Visitor Operations, lead and oversee the Visitor Experience team and provide guidance, direction, and support throughout daily operations. • Serve as the final operational point of contact and decision-maker before escalation to the Director of Experience and Growth when significant visitor, staff, ticketing, or operational concerns arise. • Monitor activities in public spaces and intervene to proactively resolve issues before they escalate, with the goal of ensuring a smooth and pleasant experience for visitors. • Monitor attendance, visitor flow, staffing levels, and operational conditions throughout the day and redeploy staff resources as necessary. • Support line management, admissions operations, coat check, visitor wayfinding, gallery experience, and other front-of-house functions throughout the museum. • Relieve Senior Visitor Services Assistants and Visitor Services Assistants for breaks and cover admissions, coat check, and other functions as needed throughout the day. • Troubleshoot and coordinate responses to software, ticketing, equipment, and other operational issues affecting the visitor experience. • Oversee daily opening and closing procedures and ensure that all Visitor Services workstations and public-facing areas are prepared for operation. • Respond to visitor concerns and complaints with professionalism and good judgment, providing appropriate service recovery and involving the Director of Experience and Growth or other museum leadership when necessary. • Work collaboratively with staff across the museum to support a welcoming, safe, accessible, and well-coordinated visitor experience.Administrative Duties • Oversee the scheduling and deployment of the Visitor Experience team for daily operations, special events, programs, and other shifts as needed, and continuously evaluate staffing practices to improve c