Program Analyst

Smithsonian Institution; Washington (District of Columbia); On-site; USD 70,000 - 110,000; Full time

Job summary

The Smithsonian Institution—specifically the Office of Visitor and Guest Services at the National Museum of African American History and Culture—seeks a Program Analyst to analyze OVGS programs, identify opportunities for improvement, and support planning, implementation, and evaluation of visitor service initiatives.

Responsibilities include reviewing workflows and service delivery, developing training materials and SOPs, and coordinating projects from planning through reporting, while

Responsibilities

• Review OVGS programs, operational practices, procedures, workflows, and service delivery methods to identify opportunities to improve effectiveness, efficiency, consistency, and the visitor experience.
• Assess OVGS training and operational readiness needs and develop, review, coordinate, and improve training materials, standard operating procedures, onboarding resources, refresher training, and other operational guidance.
• Develop, implement, and maintain systems and tools for organizing, documenting, analyzing, and communicating OVGS program and operational information, including procedures, schedules, briefing materials, reports, and other resources.
• Evaluate the effectiveness of these tools and recommend improvements.
• Coordinate OVGS projects and initiatives from planning through implementation, including milestones, stakeholder coordination, progress tracking, challenges analysis, corrective actions, and reporting results.
• Research emerging practices and technologies within visitor services and evaluate opportunities for application within OVGS.

Job description

The Smithsonian Institution is the world's largest museum, education, and research complex, with 21 museums and the National Zoo. This position is located in the Office of Visitor and Guest Services, National Museum of African American History and Culture (NMAAHC), under Secretary for Museums and Culture, Smithsonian Institution (SI).

This position serves as a Program Analyst and is responsible for analyzing Office of Visitor and Guest Services (OVGSs) programs and operations, developing recommendations for improvement, and supporting the planning, implementation, and evaluation for visitor service programs and initiatives.

Typical duties include:

• Reviewing and analyzing OVGS programs, operational practices, procedures, workflows, and service delivery methods to identify opportunities to improve effectiveness, efficiency, consistency, and the visitor experience.
• Assessing OVGS training and operational readiness needs and developing, reviewing, coordinating, and continuously improving training materials, standard operating procedures, onboarding resources, refresher training, and other operational guidance.
• Developing, implementing, and maintaining systems and tools for organizing, documenting, analyzing, and communicating OVGS program and operational information, including procedures, schedules, briefing materials, reports, and other resources.
• Evaluating the effectiveness of these tools and recommending improvements.
• Coordinating assigned OVGS projects and initiatives from planning through implementation, including establishing milestones, coordinating with internal and external stakeholders, tracking progress, analyzing implementation challenges, recommending corrective actions, and reporting results.
• Researching emerging practices, technologies, and approaches within visitor services and related fields and evaluating opportunities for application within OVGS.