Associate Director of Guest Experience

Inside Higher Ed; Tallahassee (FL); On-site; USD 65,000 - 85,000; Full time

Job summary

A prominent museum in Sarasota, FL, is seeking an Associate Director of Guest Experience to enhance visitor services and operational training. The ideal candidate will have a master's degree and extensive leadership experience in customer service within a museum setting. Responsibilities include supervising public-facing teams, developing training programs, and collaborating across departments to ensure a welcoming environment.

Qualifications

• Master's degree with four years of related experience or a bachelor's degree with six years of related experience.
• Strong leadership, interpersonal, and communication skills; ability to engage diverse audiences.
• Proven experience in a museum setting with strong customer service operations and staff development.

Responsibilities

• Develop and implement a comprehensive guest experience training program.
• Lead and model an environment of hospitality for staff and volunteers.
• Supervise Visitor Services and Events teams; troubleshoot real-time issues.

Skills

Leadership

Customer service

Communication skills

Collaboration

Education

Master's degree

Bachelor's degree

Job description

Overview

Associate Director of Guest Experience — The Ringling Museum of Art, a department of Florida State University. Location: Sarasota, FL. Regular, Full-Time. Job ID: 60836.

The Visitor Services Department (including the museum store, admissions, and box office) and the Events Department report to the Associate Director of Guest Experience. The role collaborates with Volunteers Services, Security, Facilities, Education, and other departments to ensure a welcoming guest experience. HR supports training and compliance; Development and Marketing & Communications provide additional support. Reports to the Deputy Director.

Responsibilities

• Develop and implement a comprehensive guest experience training program aligned with The Ringling’s strategic plan, mission, and vision to foster a welcoming, hospitable environment.
• Lead and model an environment of hospitality, empowering employees and volunteers to represent The Ringling’s mission, vision, and strategic plan.
• Provide guidance, support, and training to all public-facing staff and volunteers. Develop policies and procedures related to visitor experience cross-departmentally with Senior Staff to enhance campus-wide experience.
• Supervise Visitor Services and Events teams; uphold high customer service standards; troubleshoot real-time issues and resolve visitor escalations positively.
• Collaborate with the Accessibility Team and HR on best practices for compliance.
• Measure visitor experience effectiveness with the Associate Director of Academics, Innovation, + Research; monitor feedback, analyze data, and report training implementation to Senior Staff regularly.
• Define guest experience needs with Marketing & Communications on wayfinding, signage, maps, and information tools; recommend website, ticketing, and visitor information improvements.

Qualifications

Master's degree with four years of related experience or a bachelor's degree with six years of related experience.

Preferred Qualifications

• Bachelor’s degree with five years in a supervisory or managerial role in museum services or similar, with experience in visitor engagement and customer service.
• Proven experience in a museum setting with strong customer service operations and staff development.
• Strong leadership, interpersonal, and communication skills; ability to engage diverse audiences.
• Knowledge of trends in museum visitor experience, educational theory, and audience development.
• Diplomacy, composure, and collaborative ability across departments.

Contact / How to Apply

For information or accommodations for the application/interview process, contact Ringling Human Resources at 941-358-2773 or [e-mail]. Apply online at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service. Applications must include work history (up to ten years) and education details with the resume.

Your Application Is Not Complete Until You Have Uploaded

• Cover Letter
• Resume
• Contact information (phone and/or email) for three professional references

Considerations

• This is an A&P position.
• Criminal history background check required.
• Based in Sarasota, FL.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.