Lead Visitor Services Manager

5 days ago


New Haven, Connecticut, United States Association of Art Museum Directors Full time
About the Role

As the Lead Visitor Services Manager at the Yale Center for British Art, you will have a pivotal role in shaping the museum's visitor experience. Reporting directly to the Deputy Director for Advancement and External Affairs, you will oversee the newly-formed Visitor Services department, setting the tone for a welcoming and positive atmosphere that supports the educational mission of the museum.


Main Responsibilities
  1. Customer Service Excellence: You will set a high standard for face-to-face interaction and customer service for your team, ensuring every visitor has an exceptional experience.
  2. Policies and Procedures: Develop and implement policies, training programs, and procedures to ensure seamless operations within the Visitor Services department.
  3. Staff Development and Motivation: Motivate and coach staff to achieve their full potential, fostering a culture of excellence and continuous improvement.
  4. Budget Management: Take ownership of the annual departmental budget, making informed decisions to optimize resources and drive results.
  5. Talent Acquisition and Management: Recruit, hire, train, and administer discipline as necessary, building a high-performing team that shares your vision.
  6. Technical Expertise: Serve as the primary expert on point-of-sale and other software applications, generating and analyzing reports to inform data-driven decisions.
  7. Revenue Generation: Contribute to the development of institutional products and revenue-generating initiatives, driving business growth and expansion.
  8. Committee Participation: Participate in museum-wide committees as appropriate, leveraging your expertise to shape strategic decisions.
  9. Policy Enforcement: Interpret and enforce museum policies, setting departmental policies that align with broader organizational goals.
  10. Visitor Interaction and Conflict Resolution: Respond effectively to non-routine inquiries from visitors and staff, resolving conflicts and de-escalating situations with ease.
  11. Employee Management: Responsible for the management of both full-time, part-time, and student employees, creating a positive and inclusive work environment.

Key Qualifications

The ideal candidate will possess excellent leadership skills, a customer-centric approach, and a proven track record in managing teams and budgets. A strong understanding of museum operations, visitor services, and retail management is essential, as is the ability to work collaboratively with cross-functional teams to drive business outcomes.


Compensation and Benefits

We offer a competitive salary range of $65,000 - $85,000 per year, commensurate with experience. Additional benefits include health insurance, retirement savings plan, paid time off, and professional development opportunities.



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