Director of Visitor Experience & Volunteer Services

United Against Human Trafficking; Houston (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

The Museum in Houston seeks a Director of Visitor and Volunteer Services to lead the visitor experience, volunteer program, and Museum Store. You will build and guide a high-performing, guest-focused team and establish outstanding service standards aligned with the Museum’s mission.

Responsibilities include advancing visitor satisfaction, expanding volunteer engagement, overseeing retail operations, and collaborating across departments to deliver compelling programs and exhibitions while

Qualifications

• Bachelor's degree required; equivalent combination of education and relevant experience may be considered.
• Five or more years of progressive leadership experience in visitor services, hospitality, cultural institutions, nonprofit organizations, retail, or related fields.
• Experience leading and developing teams, including supervision/management experience.
• Experience recruiting, training, and retaining frontline staff.
• Volunteer program development or improvement strongly preferred.
• Experience with retail operations, merchandising, or bookstore management preferred.
• Ability to use data and performance metrics to improve operations and inform decisions.
• Experience in a museum, nonprofit, or mission-driven organization preferred.
• Interest in Holocaust history, human rights, and the Museum's mission strongly preferred.

Responsibilities

• Provide strategic direction for Visitor and Volunteer Services, including goals, staffing, service standards, and performance expectations.
• Lead, coach, and develop the Visitor & Volunteer Services Manager and frontline team.
• Build a strong workforce through recruitment, onboarding, training, scheduling, and retention.
• Develop scalable staffing structures to support evolving visitor and program needs.
• Foster hospitality, professionalism, accountability, inclusion, and teamwork.
• Establish and improve standards for a welcoming visitor experience; oversee front-of-house operations.
• Monitor feedback and data to identify trends and opportunities for improvement.
• Partner with departments to coordinate exhibitions, programs, events, and visitor-facing activities.
• Provide oversight of Museum Store operations and merchandise strategy.
• Develop systems and workflows to increase efficiency and report metrics; manage budget and resources.

Skills

People leadership

Team development

Strategic thinking

Customer service

Communication

Data-driven decisions

Scheduling

Retail operations

Education

Bachelor's degree

Tools

POS systems

Data tracking tools

Scheduling software

Job description

The Museum in Houston seeks a Director of Visitor and Volunteer Services to lead the visitor experience, volunteer program, and Museum Store. You will build and guide a high-performing, guest-focused team and establish outstanding service standards aligned with the Museum’s mission.

Responsibilities include advancing visitor satisfaction, expanding volunteer engagement, overseeing retail operations, and collaborating across departments to deliver compelling programs and exhibitions while