Guest Experience Manager

Japanese American National Museum; Glendale (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

The Japanese American National Museum is seeking a Visitor Experience Manager to lead the department, ensuring exceptional guest service and a sense of belonging across the campus. You will hire, train, and schedule staff for exhibitions, events, and programs, while overseeing ticketing, guest inquiries, and daily operations.

Success requires strong people skills, data-driven decision-making, and a commitment to accessibility and safety.

Qualifications

• Bachelor’s Degree preferred or equivalent combination of education and experience.
• At least 3 years of experience supervising a team in a museum, hospitality, or attraction environment.
• Strong communication and customer service skills; ability to manage inquiries and resolve issues.

Responsibilities

• Lead and develop the Visitor Experience Department to ensure premier guest service.
• Hire and train Visitor Experience Associates and Lead staff.
• Schedule staff for exhibitions, programs, and events; coordinate with other teams.
• Oversee ticketing operations, balance cash drawers, and manage deposits.
• Monitor safety, accessibility, and compliance with health protocols.

Skills

Staff supervision

Customer service

Staff training

Scheduling

Data analysis

MS Office

Google Workspace

Altru CRM

POS system

Asana

Education

High School Diploma

Bachelor’s Degree preferred

Tools

MS Office

Google Workspace

Altru CRM

POS system

Asana

Job description

The Japanese American National Museum is seeking a Visitor Experience Manager to lead the department, ensuring exceptional guest service and a sense of belonging across the campus. You will hire, train, and schedule staff for exhibitions, events, and programs, while overseeing ticketing, guest inquiries, and daily operations.

Success requires strong people skills, data-driven decision-making, and a commitment to accessibility and safety.