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Manager of Visitor Experience

Ensuring a Welcoming Experience

Reporting to the Director of Visitor Services, the Manager of Visitor Experience is responsible for ensuring that all visitors to Wave Hill fell welcomed and that operations run smoothly and efficiently. This position supports the Director of Visitor Services by executing the vision of the department and demonstrating a high level of customer service.

How to Apply

Email your resume and a cover letter. Applications will be reviewed on a rolling basis until the position is filled. Only those receiving an interview will be contacted.

Primary Responsibilities

The Manage of Visitor Experience assumes a direct leadership role in managing the day-to-day operations of the team responsible for providing superior customer service to members and visitors. This team executes the daily tasks associated with admissions, the Visitor Center, reception desks and volunteer coordination.

  • Maintains close communication with, and provides direct support to, the Director of Visitor Services
  • Manages a team of staff, including hiring, training, task assignment, mentoring and coaching, as well as performance management;
  • Manages daily Visitor Services operations, including daily cash drops/pickups, admissions, ticketing and membership sales using Altru database
  • Monitors departmental policies and procedures to ensure efficient and accurate operations, cash management, and reporting
  • Creates and maintains comprehensive training materials and communication channels to keep the team informed of all policies, procedures and updates
  • Problem-solves customer service matters when needed, onsite, via email and by telephone, and ensures the department maintains pleasant and professional member and visitor relationships
  • Responsible for maintaining Visitor Services statistics and attendance records
  • Manages volunteer program
  • Executes the implementation of new initiatives as outlined by leadership
  • Represents the Director of Visitor Services in his/her/their absence
  • Additional related duties as needed

Requirements and Qualifications

  • Minimum of three to five years’ experience managing a team, with an emphasis on customer-service operations, preferably in a museum or cultural institution setting
  • Excellent interpersonal and communication skills, both written and verbal
  • Excellent problem-solving skills. Must possess the ability to exercise good judgment in ambiguous circumstances, make and implement decisions quickly and soundly
  • Excellent organizational, analytical, and prioritization skills, with strong attention to detail
  • Knowledge of POS/ticketing systems and constituent databases
  • Proficiency with Microsoft Office 365
  • Flexible schedule with the ability to work weekends and holidays
  • Valid driver’s license

Salary and Benefits

The salary range for this position is $50,000 to $55,000, based on experience. Wave Hill's benefits package consists of major medical, dental, vision and 401(k) and pension plans.

Wave Hill is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Wave Hill is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, programs, and activities. To request a reasonable accommodation, contact humanresources@wavehill.org.