Head of Visitor Experience & Operations

philamuseum; Philadelphia (Philadelphia County); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Free general admission

Discounted guest tickets

Staff tours and presentations

Discounts at museum restaurant and & L

Health insurance

Job summary

The Philadelphia Museum of Art is seeking a Manager of Visitor Operations to lead the Visitor Experience team and ensure a welcoming, safe, and efficient environment across the museum.

You will plan for peak attendance, coordinate daily operations, oversee onboarding and training, and work with multiple departments to deliver exceptional guest service. Evening and weekend availability is required.

Qualifications

• B.A., B.S. preferred.
• Outstanding customer service skills; at least three years of customer service experience.
• At least two years of experience supervising or managing employees.
• Experience coordinating staff schedules, deployment, or front‑house operations in a high‑volume public‑facing environment preferred.
• Fluency in English; other language skills are a plus.
• Good computer skills; familiarity with point‑of‑sale, admissions, ticketing, and scheduling software is a plus.
• Regular evening and weekend work required based on museum hours, programs, exhibitions, and special events.

Responsibilities

• Lead the Visitor Experience team by demonstrating extraordinary customer service skills.
• Collaborate with the Assistant Managers of Visitor Operations to guide daily operations.
• Serve as final operational point of contact before escalation for significant concerns.
• Monitor public spaces and redeploy staff to ensure a smooth visitor experience.
• Oversee staffing levels, attendance, and operational conditions throughout the day.
• Oversee admissions operations, coat check, wayfinding, and front‑house functions.
• Provide coverage for admissions and related functions as needed.
• Troubleshoot software, ticketing, and equipment impacting visitor experience.
• Oversee opening/closing procedures and readiness of workstations.
• Respond to visitor concerns with professional service recovery and escalate when needed.

Skills

Customer service

Staff supervision

Staff scheduling

English fluency

Computer skills

Policy compliance

Education

Bachelor's degree

Job description

The Philadelphia Museum of Art is seeking a Manager of Visitor Operations to lead the Visitor Experience team and ensure a welcoming, safe, and efficient environment across the museum.

You will plan for peak attendance, coordinate daily operations, oversee onboarding and training, and work with multiple departments to deliver exceptional guest service. Evening and weekend availability is required.