Job Description
POSITION
The New York Transit Museum seeks an individual to serve as Visitor Experience Manager (Manager). This position is responsible for managing all aspects of visitor experience from overseeing advance and onsite ticket sales to creating and implementing policies and procedures related to welcoming visitors. The Manager develops systems for hiring, retaining, training, and evaluating part-time staff who work as Visitor Experience Facilitators.
As a key member of the management team, the incumbent is responsible for shaping new directions for visitor experience, defining strategies for interactions that are appropriate given the range of museum constituents and the depth of enthusiasm for the Museum’s offerings. This aligns with the Museum’s strategic goal of providing relevant experiences grounded in the Museum’s collections with special attention paid to strategies that make the content physically, socially, and intellectually engaging for multigenerational audiences.
As a Manager-on-Duty (MOD), this key holder position is a supervisor across the Museum during weekday and weekend hours, creatively problem-solving to ensure smooth operations across the institution. When acting as MOD this position oversees security, cleaners, all life safety systems, and is empowered to make on the spot decisions. Additionally, incumbent serves as Deputy Fire Safety Director.
RESPONSIBILITIES:
• With a cross departmental team of colleagues, spearhead the development of a cohesive philosophy of visitor experience at the Museum and conceptualize the next phase in the Museum’s Visitor Experience evolution.
• Manage Museum admissions and all related discounts and policies, respond to inquiries from the public about visitation and ticketing, and strategize to maintain ideal Museum visitation levels.
• Responsible for managing the Altru ticketing system, serving as a system administrator. Prepare monthly, annual, and program-specific reports on attendance and revenue and leverage to better
understand Museum audience and visitation patterns.
• Manage a full-time Visitor Experience Coordinator and part-time Visitor Experience Facilitators, including hiring, scheduling, overseeing personnel issues, staff operations, and training and development on all systems and procedures.
• Develop and implement Visitor Experience and Admissions training materials and resources for part-time staff. Supervise staff, perform annual employee evaluations, and perform other administrative duties related to the management of this staff as necessary.
• Manage staffing for after hours and off-site programing as needed.
• Working closely with the Operations team, liaise with MTA contractors, security personnel, and cleaners, and help troubleshoot any issues that may arise. When serving as MOD, this position is the primary contact/decision maker for any on-site incidents.
• Serve on emergency team and be prepared to lead staff in response to any emergencies that arise. Will be trained as Deputy Fire Safety Director.
• With a core team of colleagues, spearhead the development of institutional standards for messaging visitor information (on website and in automated messaging) and responding to visitor issues that arise in person or across all platforms (phone, email, social media). Communicate these policies across Museum departments. Responsible for updating visitor sections of Museum’s website.
• Manage birthday party rentals as the Museum seeks to re-launch this platform. Supervise part-time staff, assess policies and workflow, work closely with Education Department staff on developing content, and update as needed to provide high quality experiences. Opportunity to reimagine the program for multigenerational audiences.
• With Education Department staff, establish goals and objectives for floor engagement strategies executed by Visitor Experience staff that serve multigenerational audiences and support the Museum's mission.
• Prepare budgets, monitor expenses and handle additional administrative work associated with Visitor Experience.
• Conduct visitor studies and evaluation to better understand the needs of the Museum’s visitors and their interests.
• Other tasks and assignments as required
QUALIFICATIONS
• Bachelor’s degree and five or more years of relevant experience or equivalent.
• Previous experience hiring and managing staff.
• Overseeing cash handling strongly preferred.
• Demonstrated administrative, ticketing system management, and accounting skills, with superior attention to detail.
• Excellent analytical and communication skills
• A general curiosity about the New York Transit Museum and support of its mission
• Enthusiasm, flexibility, and ability to work in a team-oriented environment