Visitor Services Manager

MOCA Toronto; Toronto; On-site; CAD 65,000 - 70,000; Full time

Job summary

A contemporary art museum located in Toronto is looking for a Visitor Services Manager to lead the front-of-house team, ensuring exceptional visitor experiences and operational excellence. This role requires a minimum of 3 years in customer service management and is responsible for recruitment, training, and monitoring staff performance. Candidates should possess a detailed understanding of Ontario’s Employment Standards Act and have strong communication skills. The position offers a competitive salary of $65,000 - $70,000 annually.

Benefits

Health benefits

Dental coverage

Long Term Disability

Attractions Ontario Benefits

Toronto Attractions Council Benefits

Qualifications

• Minimum 3 years of experience in a customer service management role.
• Working knowledge of Ontario’s Employment Standards Act (ESA).
• Demonstrated ability to manage employee performance.

Responsibilities

• Supervise front-of-house staff ensuring standards adherence.
• Lead recruitment, onboarding, and training.
• Oversee front-of-house budget and staffing.

Skills

Customer service management

Attention to detail

Effective communication

Education

Post-secondary education in business, hospitality, or related field

Job description

Visitor Services Manager

Application Deadline: 6 January 2026

Department: Operations

Employment Type: Full Time

Location: Museum of Contemporary Art Toronto, Canada

Reporting To: Director of Operations & HR

Compensation: $65,000 - $70,000 / year

Description

Position Summary

Posted on: December 24, 2025

Closing on: January 6, 2026

Location: Toronto, ON

Employment Type: Full-time, permanent

Remote/Onsite: Onsite

Level: Manager

Report to: Director of Operations & HR

Start date: February 2, 2026

Hiring Band: $65,000 to $70,000 per annum

Benefits: Health, Dental, Accidental Death and Dismemberment, Long Term Disability, Attractions Ontario Benefits and Toronto Attractions Council Benefits

The Visitor Services Manager at MOCA plays a pivotal role at the intersection of art, operations, and public engagement. As the steward of the front‑of‑house team, this role provides leadership and oversight for front‑of‑house operations, supporting Visitor Services Supervisors in the effective delivery of day‑to‑day activities while maintaining a strategic focus on service quality, safety, and continuous improvement. From recruitment and onboarding to training and performance management, the Visitor Services Manager builds strong systems and teams that enhance the visitor experience and safeguard the museum’s artworks.

MOCA is open Wednesday through Sunday, and the Visitor Services Manager’s work week aligns with museum operating days to ensure consistent on‑site leadership.

Key Responsibilities

• Supervise all front‑of‑house staff, ensuring adherence to museum standards and expectations, while fostering a positive work environment
• Lead recruitment, onboarding, training, performance management, and corrective action for front‑of‑house roles, applying sound judgment and ensuring compliance with employment standards and organizational policies
• Set and communicate clear priorities, providing consistent direction for front‑of‑house operations
• Strengthen communication and collaboration between the front‑of‑house team and the broader museum
• Monitor guest‑facing communications and information, including oversight of shared public‑facing inboxes
• Review and update wayfinding and front‑of‑house signage in collaboration with the marketing team
• Utilize visitor feedback and internal input to continuously refine and elevate the front of house operations
• Oversee the visual standards of museum retail in collaboration with the marketing team, including shipping for the online shop
• Execute all day‑to‑day work for the ticketing and CRM systems, including ticket creation, updates, troubleshooting, and responding to internal requests, while ensuring accuracy across all ticket and merchandise offerings and serving as the in‑house expert
• Monitor and report on admission numbers and update relevant databases
• Manage front‑of‑house bi‑weekly payroll to ensure accurate and timely compensation
• Manage and monitor the front‑of‑house budget in collaboration with the Director of Operations and HR
• Oversee front‑of‑house staffing and scheduling, ensuring coverage aligns with budgetary and exhibition needs
• Ensure the safety and security of artworks, with established protocols consistently followed by staff and visitors
• Handle museum emergencies and coordinate response actions
• Serve as a management member of the Joint Health and Safety Committee (JHSC), actively participating in and advancing safety initiatives
• Proactively ensure the safety of visitors and front‑of‑house staff
• Serve as the primary owner of front‑of‑house training frameworks and operational policies, ensuring they remain relevant, effective, and consistently applied
• Provide support to special events, programming, and venue rentals
• Work hours following museum hours; comfortable working evenings and weekends

Skills, Knowledge and Expertise

Must‑haves

• Post‑secondary education in business, hospitality, arts management, or a related field
• Minimum 3 years of experience in a customer service management role
• Working knowledge of Ontario’s Employment Standards Act (ESA) and Ministry of Labour (MOL) requirements, applied in day‑to‑day people management
• Demonstrated ability to manage employee performance, conduct, attendance, and accommodation requests independently and with sound judgment
• Able to adapt to shifting priorities and operational needs
• High level of attention to detail and the ability to manage competing priorities, with minimal supervision
• Direct communication style with the ability to set clear expectations and provide constructive feedback

Nice‑to‑haves

• Experience in a museum, gallery, or other public‑facing cultural institution
• Familiarity with Toronto tourism and/or the arts sector
• Experience tracking and reporting on operational or visitor metrics
• Familiarity with ticketing systems, CRM software, and related operational technologies
• Joint Health and Safety Committee (JHSC) and/or First Aid certification
• Experience managing casual employees
• Demonstrated ability to identify and support revenue‑generating opportunities

Benefits

Health, Dental, Accidental Death and Dismemberment, Long Term Disability, Attractions Ontario Benefits and Toronto Attractions Council Benefits