Director, Visitor Experience & Guest Services

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

Job summary

National Gallery of Art in Washington, DC seeks a Director of Visitor Experience to lead a large, frontline team and oversee visitor services across multiple channels. The role reports to the Deputy Chief Experience Officer and guides operations for millions of annual visitors, ensuring accessibility, safety, and service quality.

The Director will manage budgets, contracts, and partnerships, while translating feedback into practical improvements and strategic workforce planning.

Qualifications

• Leadership of a large visitor services team.

Responsibilities

• Direct visitor operations across onsite, telephone, email, and digital channels, including accessibility services and ticketing.
• Coordinate with institutional partners to improve service consistency, operational readiness, and accessibility.
• Translate visitor feedback into operating changes, training, and measurable improvements.
• 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.

Job description

National Gallery of Art in Washington, DC seeks a Director of Visitor Experience to lead a large, frontline team and oversee visitor services across multiple channels. The role reports to the Deputy Chief Experience Officer and guides operations for millions of annual visitors, ensuring accessibility, safety, and service quality.

The Director will manage budgets, contracts, and partnerships, while translating feedback into practical improvements and strategic workforce planning.