Manager, Visitor Experience Operations

San Francisco Museum of Modern Art

The Manager of Visitor Experience Operations (MVXO) is responsible for ensuring the museum’s standard of excellence is embraced across the department. The MVXO works in close partnership with the Manager, Visitor Engagement, to ensure the visitor experience is seamless and consistent. They manage the Ticketing, Access, Greeting, and Coat Check functions, and supports other VX functions as manager on duty. The MVXO has a keen understanding of change management, and takes ownership of ensuring museum staff are prepared for both daily and future events. A successful candidate will lead staff by example and serve as a trusted point for service execution and escalation mitigation while ensuring flawless department operations.

Responsibilities
  • Manage and oversee smooth and efficient daily operations of frontline VX functions.

  • Set an exemplary standard of professional behavior while ensuring that visitors are assisted in a professional, courteous manner aligned with the museum’s service standards, brand promise, and audience development goals by creating a welcoming, service-focused environment for museum visitors, guests, volunteers, staff, trustees, and people of all abilities.

  • Hire, train, monitor, coach, and evaluate a team of full-time, part-time, and temp/oncall/seasonal, providing leadership in job execution, goal setting and professional development. Ensure compliance with union contract.

  • Ensure team is trained on safety and security best practices.

  • Create timely staffing plans for daily operations, exhibitions, and special events to reflect expected attendance, hours, anticipated turnover, and budget.

  • Conduct regular meetings with staff, and actively participate in department meetings as well as meetings across the museum, disseminating information to the team regularly.

  • Effectively resolve patron escalations in person and through external communication channels as needed.

  • Prepare and present information regarding the Museum’s daily and weekly events so that staff and volunteers understand and are able to communicate clearly and accurately to assist visitors, as needed.

Administrative

  • Create and manage scalable training programs and SOPs related to job functions. Ensure strong on-boarding and ongoing training opportunities for both management and front line staff.

  • Stay up to date on ADA standards and legal requirements and work to create a welcoming environment for people who have differing abilities. Serve as the first point-of-contact for public accessibility needs at SFMOMA.

  • Support efforts around museum’s free access initiatives.

  • Help lead queuing and crowd control strategies. Establish policies and procedures related to furniture and equipment.

  • In collaboration with the Director of Visitor Engagement, develop and clarify policies and procedures.

  • Provide POS and CRM expertise in the operation, execution, and development of policies and procedures related to customer facing CRM activities. Act as an informed consumer of customer data to facilitate high quality data collection and analysis. Create banks, distributes and collects cash from staff at the start and end of shifts, and ensures proper cash handling techniques are followed.

  • Work collaboratively with the Director of Visitor Engagement to set annual budgets and staffing plans.

  • Ensure strong collaboration with a variety of departments such as HR, IT, Membership, Events, Operations, and Education to support successful department operations.

  • Manage the oversight of department equipment and supplies, re-ordering as needed per limitations. Provide budgetary reports, as needed.

  • Work with colleagues across the cultural sector to identify areas of opportunity and best practices.

  • Other duties as assigned.

Requirements

Education & Training:

  • Bachelor’s degree preferred. High school diploma required.

Work Experience:

  • A minimum of 5 years of progressive management and supervisory experience, preferably in a museum, attraction, or hospitality environment. A commitment to providing excellent customer service. Knowledge of ticketing/CRM systems, change management, cash handling, learning and development and best-in-class customer service standards, policies, and procedures. Experience working in a union environment, a plus.

Desired Skills & Abilities

  • Excellent people skills and ability to manage stressful situations.

  • The ability to represent the museum in a positive and professional manner and to provide outstanding customer service to all visitors.

  • Ability to exercise sound judgment, tact, and diplomacy when solving problems.

  • Strong conflict resolution skills and the ability to perform multiple tasks simultaneously.

  • Strong attention to detail, cash handling skills, and computer skills.

How to Apply

Learn more about the expectations and qualifications for this role in the attached job description. Applications without a cover letter will not be considered.

SFMOMA is an equal opportunity employer committed to diversity.

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Posted on October 21