Director, Visitor Experience & Operations (Remote)

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

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