Internal Only - Visitor Experience Lead

Walker Art Center; Minneapolis (MN); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

403(b) retirement plan with employer

paid vacation, sick time, and holidays

Job summary

The Walker Art Center in Minneapolis, MN is seeking a Visitor Experience Lead to supervise front-of-house operations, support programs and special events, and collaborate with Moving Image, Performing Arts, and Public Learning and Engagement (PELI).

This full-time, non-exempt role coordinates box office and event operations, leads staff and volunteers, ensures guest satisfaction, and maintains safety protocols. AFSCME contract coverage applies.

Qualifications

• 1–2 years of experience in event management or front-of-house operations.
• 1+ year experience in customer service, guest relations, tourism, or box office operations preferred.
• Experience with a CRM system or electronic ticketing; Tessitura preferred.
• Excellent interpersonal and written communication skills; able to multitask.

Responsibilities

• Act as Shift Lead/Closer and supervise front-of-house staff.
• Conduct pre-shift meetings and maintain guest service standards.
• Process box office sales and ensure secure transactions.
• Coordinate with departments to align operations with programs and events.
• Lead event operations, supervise staff and volunteers, and manage patron flow.
• Ensure emergency procedures and safety protocols are followed.

Skills

Customer service

Communication

Multitasking

Problem solving

Interpersonal skills

Flexibility

Tools

CRM systems

Tessitura

Ticketing software

Job description

The Walker Art Center empowers people to experience the transformative possibilities of the art and ideas of our time and to imagine the world in new ways. In our over 125-year history, we have become one of the most celebrated art museums in the country and we are known for our innovative presentations and acclaimed collections of contemporary art across the spectrum of the visual, performing, and media arts.

The Visitor Experience Lead is a full-time, non-exempt position that helps to support and oversee daily front-of-house operations for the Walker Art Center’s Visitor Experience Team. This position also ensures the seamless execution of Walker programs and special events, working closely with departments such as Moving Image, Performing Arts, and Public Learning and Engagement (PELI).

WHAT YOU GET TO DO

General Operations

• Act as Shift Lead/Closer, supervising daily responsibilities of the Visitor Experience Associates.
• Conduct pre-shift meetings outlining daily operations.
• Ensure all associates adhere to assigned break schedules.
• Deliver and model exceptional customer service in all interactions with guests and colleagues.
• Maintain expert knowledge on Walker programs, events, exhibitions, and amenities to effectively assist guests.
• Resolve guest inquiries and concerns in-person, over-the-phone, and via email with professionalism and care.
• Manage general email inboxes, directing communication to appropriate departments, and responding to inquires as needed.
• Identify opportunities and develop solutions to improve the visitor experience with leadership.
• Perform additional duties as assigned, including Visitor Experience Associate responsibilities when needed.

Box Office Support

• Perform all necessary opening and closing procedures of the Box Office.
• Process ticket and membership sales in-person and over-the-phone in accordance with Box Office policies and procedures.
• Follow all cash-handling and credit card security policies, ensuring accurate and secure transactions.

Event Operations

• Partner with Visitor Experience and additional departmental managers to coordinate front-of-house operations, aligning with programmatic goals to ensure a high-quality visitor experience.
• Act as the lead representative of the Visitor Experience team during events, serving as the Event Manager and departmental liaison.
• Conduct pre-shift meetings for front-of-house staff and volunteers, outlining assignments, responsibilities, and event-specific details.
• Supervise and support Visitor Experience staff and volunteers during events.
• Oversee museum lobbies and event venues, managing patron flow and seating logistics.
• Partner with the Event Production team for opening and closing coordination prior to programs and events.
• Ensure clear execution of emergency procedures and safety protocols.
• Prepare and distribute post-event Front-of-House reports.

WHAT WE NEED IN YOU

Minimum Requirements

• 1-2 years of experience in event management and/or front-of-house operations or equivalent required.
• Minimum of 1-year experience in customer service, guest relations, tourism, or box office operations preferred.
• Demonstrated experience with a Customer Relationship Management (CRM) system or electronic ticketing system; Tessitura experience preferred.
• Excellent interpersonal and communication skills, including in-person and via email.
• A solution-oriented approach to problem solving.
• Ability to multitask and remain attentive in a fast-paced environment.
• Demonstrated ability to work with a wide range of personalities and people across a variety of cultures, generations, and abilities.
• Must be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of Walker programming.

PHYSICAL DEMANDS

• Must be able to stand for long periods of time.

JOB SPECIFICATIONS

This position is considered full-time (35 hours per week), non-exempt. As a non-exempt position, it is eligible for overtime pay. The compensation for this role is $19.91/hourly.

BENEFITS

Medical, dental, and vision insurance; 403(b) retirement plan with employer contribution; paid vacation, sick time, and holidays.

This position is covered by the American Federation of State, County & Municipal Employees (AFSCME) labor contract.

This position is not eligible for relocation assistance.

All applicants must be eligible to work in the United States without the need for employer sponsorship.

Walker’s DEI commitment

The Walker is committed to being an employer with a staff who, at all job levels, reflects the rich diversity of the communities and audiences we serve. We are dedicated to ensuring inclusion and equity in all our employment practices. We deeply value and welcome all the unique lived experiences in our applicants and encourage anyone meeting the minimum requirements to apply.

Recruitment Timeline

All positions are open until filled. However, our primary recruitment period will end Monday October 21, 2026.

E-Verify Participation Notice

Walker Art Center participates in E-Verify to confirm the identity and employment eligibility of all persons hired to work in the United States.

For more information, please review the following notices:

• E-Verify Participation Poster (English/Spanish)
• Right to Work Poster (English/Spanish)