Visitor Experience Manager
$73,000–$73,000 year
On-siteLos Angeles, California, United States
Job Summary
The Visitor Experience Manager will support the Director and Associate Director of Visitor Experience in delivering an exceptional visitor experience while overseeing the day-to-day operations of the Visitor Experience team. Lead and mentor a team of up to 85 staff (supervising up to six Visitor Experience Leads), handling hiring, onboarding, training, scheduling, coaching, performance management, and employee relations. Act as a point of contact for special events and programming as needed. Ensure first-class visitor-centric service in galleries, ticketing, and events; develop training materials, policies, and procedures; conduct 30- and 60-day new-hire check-ins; manage timecards and attendance; plan team meetings; collaborate with Audience Engagement, Marketing Communications, and Curatorial teams on tours, family programs, and digital content; oversee safety and opening/closing procedures; support operational readiness for exhibitions. The role requires strong leadership, collaboration across departments, and a commitment to diversity, equity, inclusion, and accessibility in a fast-paced museum environment.
Required Qualifications
- Minimum 5 years of experience in a visitor-facing or customer service role at a comparable organization
- Experience in hospitality, retail, attractions, luxury space, or cultural organizations strongly preferred
- A bachelor’s degree from an accredited college or university is strongly preferred
- Ability to provide a first-class visitor-centric experience for all our visitors
- Comfortable enforcing museum policies with visitors in a respectful and professional manner
- Identify and positively resolve visitor issues in the moment; strong decision-making skills are necessary
- Demonstrated success in hiring and managing staff in public-facing roles
- Knowledge of admissions, point-of-sale (POS), and online ticketing systems
- Proficiency in Microsoft Office Suite and the ability to quickly learn and adapt to new systems and technology platforms
- Broad knowledge of information technology and business software applications; must be highly proficient using Microsoft Office Suite
- A passion for working with people, museums, and contemporary art
- Flexible and highly adaptable; able to maintain a positive attitude when priorities shift
- Demonstrate ability to lead, motivate, and develop high-performing teams while fostering collaborative, and accountable work environment
- Strong written, verbal, and presentation skills; with the ability to effectively communicate and present information to a wide variety of internal and external stakeholders
- Multilingual applicants strongly preferred
- Approach work with integrity and honesty
- Support and demonstrate the museum’s culture of developing a diverse, equitable, inclusive and accessible environment for museum colleagues and visitors
- Demonstrate and practice sensitivity to all elements of diversity in the museum with staff, visitors, and all programs and services the museum provides
- PHYSICAL REQUIREMENTS: Ability to lift, carry, push, and pull items weighing up to 25 pounds
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