Reporting to the Executive Director and working closely with the Deputy Director, Operations and Director of Public Engagement, the Director of Visitor Experience will have the primary responsibility of ensuring a welcoming, inclusive and inspirational environment for a diverse range of museum visitors in all interior and exterior public areas of the Museum Campus. The Director of Visitor Experience will lead the full time and part time visitor experience team members and volunteers; and work closely and coordinate with gallery security personnel. The Director of Visitor Experience will directly oversee the museum’s ticketing and admissions operations and will carefully steward an overall visitor experience life cycle. This position will be responsible for overseeing and optimizing the use of PatronManager at the Museum. The Director of Visitor Experience will also serve as the museum’s eyes and ears in the public spaces of the Museum Campus, and coordinate as appropriate with the museum’s security, custodial, maintenance, curatorial and leadership teams to prevent or remedy issues which might adversely impact visitor experiences.

The Director of Visitor Experience will work a flexible schedule as business necessitates, including, weekends, evenings, holidays, and special events. The successful incumbent will have a passion for people, museums, and contemporary art. They will have the willingness and ability to learn and advocate for the Museum’s mission and represent the mission to the visiting public. The Director will have strong interpersonal skills and the capability to remain calm and professional at all times. Must have effective and persuasive communications skills, ability to write and speak clearly and present information to a wide variety of internal and external stakeholders. Ability to meet and work under pressure of deadlines. Ability to work with individuals from a wide variety of ethnic, cultural, and economic backgrounds, with a genuine respect for diverse audiences and experiences is required. The Director will have a proven track record of the ability to identify and positively resolve visitor issues in the moment, escalating issues to supervisors when appropriate. Ability to translate business needs into technical requirements. Using sound ethical grounding, judgment, tact and diplomacy, the Director of Visitor Experience will act independently within the Museum’s guidelines and policies. A background and credit report are required.

Minimum Qualifications:

• Five years management experience in art museum or related institution

• Experience with event planning and management

• Bachelor’s degree; or the equivalent in education and experience

• Knowledge of best practices and professional standards in museums as outlined by the American Alliance of Museums (AAM)

• Experience with point-of-sales systems and software

Preferred Qualifications:

• Degree or advanced degree in Arts History, Arts Administration, Museum Studies or related field

• Proficiency with PatronManager

• International experience/global sensibility

• Cultural Competency

• Multi-lingual