Manager, Visitor Experience

Cleveland-Museum-of-Natural-Histor; Cleveland (OH); On-site; USD 45,000 - 48,000; Full time

Job summary

The Cleveland Museum of Natural History in Cleveland, OH is seeking a Manager of Visitor Experience to lead the Visitor Experience team, supervise Team Leads and Associates, and coordinate day-to-day operations to ensure exceptional guest service.

You will schedule staffing, handle escalations, coach staff, support performance reviews and onboarding, manage the Altru POS system, and partner with Senior Management to align with museum goals.

Qualifications

• Bachelor's degree preferred; associate degree considered with experience.
• 3-4 years of customer service or guest-facing experience.
• 1-2 years in a supervisory/lead capacity.
• Strong coaching and people-development skills.
• Excellent verbal and written communication.
• Proficiency with Altru or similar ticketing systems; MS Office.
• Ability to work holidays, evenings, and weekends.

Responsibilities

• Lead and schedule Visitor Experience team.
• Escalate operational and guest issues and resolve.
• Deliver high-quality guest service and de-escalate conflicts.
• Coach and develop Team Leads and Associates.
• Support POS system and ticketing configurations (Altru).
• Assist with operational data reporting and training implementation.
• Onboard new staff with 30/60/90-day plans.
• Conduct routine 1:1s and performance reviews.
• Ensure safety and escalate emergencies to management.
• Perform related duties as assigned.

Skills

Coaching

People development

Organizational skills

Verbal communication

Written communication

Team leadership

Customer service

Supervisory skills

Attention to detail

Education

Bachelor's degree preferred

Associate's degree or equivalent

Tools

Altru

Microsoft Office

Job description

Manager, Visitor Experience

Cleveland, OH, US

Salary Range: $45,000.00 To $47,840.00 Annually

JOB ANNOUNCEMENT

Manager of Visitor Experience

Position Summary

The Manager of Visitor Experience provides day-to-day leadership, training, and coordination for the Visitor Experience team. This position supervises the Visitor Experience Team Leads and Associates, serves as a point of escalation for operational issues, and works in partnership with the Senior Manager of Visitor Experience to keep the team aligned with department goals and the museum's broader mission and values.

Essential Duties and Responsibilities

• Manage weekly and monthly Visitor Experience team schedules, utilizing attendance trends, business forecasts, and operational data to support staffing needs and service goals.
• Act as a key operational leader and point of escalation for day-to-day visitor, staff, and facility-related issues, ensuring effective resolution.
• Provide top-notch guest service to all museum visitors, troubleshooting escalated issues related to tickets, memberships, and other guest concerns, and de-escalating situations as needed.
• Supervise, coach, and support Visitor Experience Team Leads and Associates, fostering a positive, guest-focused, and collaborative work environment.
• Support performance management and employee development initiatives, including performance reviews, corrective action, performance improvement plans, hiring, and succession planning, in collaboration with the Senior Manager.
• Support the administration and maintenance of the point-of-sale (POS) system (Altru), including the setup and management of programs, events, memberships, discounts, promotions, and related configurations.
• Support third-party systems and integrations, including e-ticket confirmations, survey distribution platforms, and other guest communication tools, while assisting with troubleshooting, testing, and system updates.
• Assist with ongoing operational and data reporting.
• Lead training implementation for the team, maintaining departmental standards and supporting the development and upkeep of standard operating procedures.
• Lead new staff onboarding, including building out 30/60/90-day plans and check-ins.
• Identify training gaps, collaborate with Team Leads on floor-level training reinforcement, and recommend operational improvements.
• Hold routine 1:1s with team members to support performance, development, and day-to-day needs.
• Escalate emergencies and safety concerns from the floor to Senior Management and relevant departments as needed.
• Perform other related duties as assigned.

Education and Experience

• Bachelor's degree preferred; Associate's degree or equivalent combination of education and experience considered.
• Minimum of 3-4 years of customer service, hospitality, or guest-facing experience required.
• Minimum of 1-2 years in a supervisory, lead, or team-lead capacity required.
• Strong coaching, training, and people-development skills.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Sound judgment with a collaborative style that fosters teamwork and cooperation beyond the immediate team to the broader organization.
• Ability to build and uphold a positive, efficient work environment characterized by clear communication, mutual respect, and support.
• Demonstrated proficiency in Altru or other ticketing software preferred, and the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to work a flexible schedule, including holidays, evenings and weekends.