Museum Operations & Visitor Experience Lead

Ruchman and Associates, Inc.; New London (CT); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Ruchman and Associates, Inc. (RAI) seeks an experienced Program Manager to lead daily operations, workforce management, and service delivery for a high-visibility federal museum project in New London.

You will supervise visitor services, education programming, IT/AV support, and surge staffing. Responsibilities include coordinating staffing plans, training, risk management, and performance reporting while ensuring compliance with security clearances and government regulations.

Qualifications

• Bachelor’s degree in management, public administration, museum studies, business, or related field.
• 5–8 years of experience managing operations, programs, or staff in a museum, cultural institution, visitor-center, federal facility, or high-volume public attraction.
• Demonstrated experience supervising multi-disciplinary teams (visitor services, education, technical support).
• Proven ability to manage staffing schedules, shift coverage, and high-turnover roles.
• Strong background in quality assurance, risk management, and customer-facing operations.
• Ability to obtain and maintain a Tier 1 (T1) / NACI Public Trust clearance.
• Excellent communication, stakeholder engagement, and conflict-resolution skills.
• Ability to support occasional extended hours during peak events.

Responsibilities

• Provide overall leadership, quality control, scheduling, and risk management for all museum support functions.
• Direct daily operations across Visitor Services, Education & Public Programming, and Technical/AV Support.
• Manage staffing plans, shift coverage, and performance for a year-round operating schedule.
• Oversee recruitment, onboarding, and training of baseline and surge personnel.
• Support new hire onboarding including Tier 1 NACI background check
• Maintain operational readiness and ensure rapid response to technical outages, exhibit issues, and visitor-flow challenges.
• Coordinate with USCG stakeholders, museum leadership, and contractor team members.
• Lead project phase in activities to achieve full operational capability.
• Monitor SLAs, produce performance reports, and implement corrective actions.
• Manage risk, safety stewardship, and crowd control strategies during peak visitor periods.
• Support event operations, VIP visits, and high-visibility public engagements.

Skills

Operations management

Staff supervision

Stakeholder engagement

Communication

Risk management

Quality assurance

Education

Bachelor's degree in management, public administration, museum studies, business, or related field

Master’s degree (preferred)

Tools

IT/AV exhibit systems

Job description

Ruchman and Associates, Inc. (RAI) seeks an experienced Program Manager to lead daily operations, workforce management, and service delivery for a high-visibility federal museum project in New London.

You will supervise visitor services, education programming, IT/AV support, and surge staffing. Responsibilities include coordinating staffing plans, training, risk management, and performance reporting while ensuring compliance with security clearances and government regulations.