Be an engaging public-facing representative of YBCA; embodying our mission, vision, values, and brand.

Working with the CMO and Visitor Experience team, you will design a training program for Visitor Experience Representatives that ensures all YBCA guests receive world class customer service.

Lead the hiring of all Visitor Experience staff, working closely with CMO to ensure that sufficient staffing is in place for all dates and times of operation.

Ensure lines of communication result in VXR’s clear understanding of YBCA initiatives and programs, and are able to communicate them to our visitors.

Resolve customer service matters as they arise, to the mutual benefit of the customer and YBCA.

Partner with the CMO to create and implement visitor feedback protocols, including how that information is shared throughout the organization.

Oversee ticketing operations for YBCA, working closely with CMO to ensure that best-in-class ticketing technology is being used and effectively measured.

Supervise the execution of all onsite-sales and satisfaction performance targets are met.

Oversee the execution of ticketing reports, working closely with the Ticketing Services Coordinator and Data Insights Manager

Own relationships with ticketing vendors, leading the management of all ticketing reporting, working closely with Data Insights Manager

TEAM MANAGEMENT

Responsible for hiring, training, scheduling, mentorship, and performance management of all Visitor Experience Representatives.

Host regularly-scheduled department meetings, to ensure consistent and effective communication between team members.

Oversee the development and coordination of all job-specific training and ongoing education programs for the staff; mentor, coach and develop team

Participate in cross-departmental meetings and initiatives; providing expertise and insight to the broader organization as needed.

Develop and document all policies and procedures relevant to VX operations in alignment with YBCA’s institutional policies

Serve as a leading voice that ensures a positive guest experience during all YBCA events, working closely with event producers to ensure strong accessibility and coordination, anticipating challenges and working to resolve them in real time

Help train and supervise volunteers.

SYSTEMS & ADMINISTRATION

Develop and maintain budgets in alignment with strategic goals;

Work closely with accounting staff to maintain financial and data integrity.

Oversee the daily appearance of public spaces; coordinate with operations staff to ensure all public spaces are maintained appropriately.

Work with the facilities and security to implement and conduct training and periodic reviews of all security and emergency procedures

Working collaboratively with other team leads, establish staffing plans for a wide variety of events.

Collaborate with staff in recommending on-site signage and other forms of communications to help guide and inform visitors regarding program schedule of activities and locations

Light retail duties around merchandising, ordering, and inventory management.

High school diploma, GED or equivalent work experience required; Bachelor’s degree, or equivalent work experience desired.

5+ years of relevant customer service experience, with at least three years of management experience.

Demonstrated experience managing a large team, with a deep understanding of equity and diversity practices.

Commitment to providing superior customer service; demonstrated knowledge of principles, practices and procedures as related to customer service and operations.

Ability to thrive in an ever-changing, dynamic environment.

Computer-savvy and able to learn various software & tools

Proficiency in general accounting, security procedures, and financial record keeping.

Working knowledge of visitor service principles, practices and procedures, with the ability to analyze production and administrative problems, evaluate alternative solutions and recommend or adopt effective courses of action.

Working knowledge of financial record-keeping practices and procedures

Knowledge of principles and practices of budgeting and accounting

Advanced experience in computer systems and applications with proficiency in computerized electronic cash register systems, Excel, Google Suite, Word; Ticketing system experience required (i.e. Siriusware)

Ability to communicate effectively orally and in writing; prepare and deliver presentations and written materials appropriate for diverse program platforms, including public presentations, training programs, on-line activities

Applicants with fluency in any languages in addition to English are encouraged to apply

Knowledge of, and interest in, contemporary art is a plus

Ability to lift 50 lbs