Director of Visitor Experience Operations

National Gallery of Art; Washington (District of Columbia); Remote; USD 169,000 - 197,000; Full time

Benefits offered by this job

Flexible Spending Accounts

Health Insurance

Leave

Life Insurance

Retirement Program

Job summary

The National Gallery of Art seeks a Director of Visitor Experience Operations to lead front‑of‑house services for a daily audience of millions. You will inspire a diverse team of 35 staff and 250 volunteers across onsite and digital channels, ensuring exceptional hospitality, safety, accessibility, and program delivery.

Reporting to the Deputy Chief Experience Officer, you will coordinate with internal partners, manage budgets and contracts, develop staffing models, and translate visitor

Qualifications

• Experience leading front-facing operations teams in a large public venue.
• Ability to manage diverse staff and volunteers to deliver high-quality visitor experiences.
• Strong collaboration across departments to deliver accessible and safe programs.

Responsibilities

• Lead a diverse team of 35 staff and 250 volunteers in visitor services across the campus.
• Oversee daily operations across onsite and digital channels, including accessibility services and ticketing.
• Coordinate with partners to improve service consistency, readiness, and accessibility.
• Translate feedback into operating changes and measurable improvements; guide cross-department initiatives.
• Develop workforce models, succession plans, and talent strategies aligned with institutional goals.

Skills

Visitor operations leadership

Staff management

Budget management

Accessibility services

Customer service

Public programs

Tools

Ticketing systems

CRM

Contract management

Job description

Director of Visitor Experience Operations

• Department: Other Agencies and Independent Organizations
• Location: Washington, District of Columbia

We are the nation's art museum, home to a renowned collection of over 160,000 works of art from antiquity to today. Millions of people come through our doors each year—with even more online—making us one of the most visited art museums in the world. Located on the National Mall, admission to the West and East Buildings, Sculpture Garden, special exhibitions, and public programs is always free.

Key Responsibilities

The National Gallery of Art serves the nation by welcoming all people to explore and experience art, creativity, and our shared humanity. The National Gallery develops the understanding of art through collecting and exhibiting in ways that reflect our nation and its histories; preserving our collections for future generations; and delivering compelling public programs and events, engaging digital experiences and groundbreaking scholarship.

This position is a critical, front-facing position tasked with leading and inspiring a diverse team of at least 35 staff and 250 volunteers in the delivery of first-in-class visitor services across the National Gallery's 25-acre campus. Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution that welcomes up to four (4) million visitors annually.

The Director navigates a complex and often high-profile calendar of daily operations, public programs, special events, and official visits while ensuring that hospitality, service quality, safety, accessibility, and operational readiness remain central to decision-making.

Duties for this position include Direct visitor operations across onsite, telephone, email, and digital channels, including accessibility services, ticketing and registration, contact center services, and operational support for membership and public programs. Coordinate with institutional partners to improve service consistency, operational readiness, and accessibility.

Translate visitor feedback and audience research into operating changes, training, and measurable improvements; guide cross-departmental initiatives through implementation and handoff. Oversee budgets; manage purchases and contracts and adjust resources to changing priorities. Develop workforce models, succession plans, and talent strategies that align staffing resources with institutional goals.

Requirements & Education

This position does not have an education requirement.

Benefits

The Federal Government offers a comprehensive benefits package. Please see Benefits at https://www.si.edu/OHR/benefits for a complete description.

• Flexible Spending Accounts - https://www.fsafeds.com/
• Health Insurance - http://www.opm.gov/insure/health/index.asp
• Leave - http://www.opm.gov/oca/leave/index.asp
• Life Insurance - http://www.opm.gov/insure/life/index.asp
• Retirement Program - https://www.opm.gov/retirement-services/

Which agency is hiring for this position?

This position is with National Gallery of Art, Other Agencies and Independent Organizations.

What is the salary for this position?

The posted pay range is $169279 – $197200/yr.

Is this position remote or telework eligible?

This position is eligible for telework.

What security clearance is required?

This position requires a Other security clearance.

What is the application deadline?

Applications close on 2026-11-16.

Who is eligible to apply?

This position is open under the 'Disability' hiring path.