Security and Visitor Services Manager

Williams College; Williamstown (MA); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health care

Tuition reimbursement

Professional development

Paid leave

Gym facilities

Vendor discounts

Job summary

Williams College Museum of Art (WCMA) seeks a Security and Visitor Services Manager to lead security and guest services, manage a 20+ staff, and direct operations during the transition to a new building.

You will develop safety protocols, supervise training, and coordinate with campus safety and local authorities to ensure a safe, welcoming environment for students, visitors, and staff.

Qualifications

• Bachelor's degree or equivalent in security operations, hospitality, or related field.
• 5+ years in security operations and/or management or hospitality management.
• Strong leadership and crisis management skills with a collaborative style.
• Familiarity with security tech: cameras, access control, alarms, radios.
• Ability to train staff and develop safety procedures.

Responsibilities

• Oversee daily and weekly staffing for security and visitor services (20+ staff).
• Lead protocol development and staff training for the new building and relocation.
• Coordinate with WCMA, College departments, CSS, and law enforcement.
• Respond to incidents and maintain a safe, welcoming environment.

Skills

Leadership

Crisis management

Communication

Problem solving

Security operations

Hospitality understanding

Cultural sensitivity

Emergency procedures

Education

Bachelor's degree

Tools

Surveillance cameras

Access control systems

Alarm systems

Radio communication

Job description

Williams College Museum of Art (WCMA) is seeking a technically skilled leader and highly collaborative team member as the Security and Visitor Services Manager (SVSM) to lead all aspects of the museum’s welcoming experience and security, including the hiring, training and scheduling of staff and overseeing the operation of the technical security systems for a new, purpose-built museum facility currently under construction at Williams College. As the Security and Visitor Services Manager, you will manage a specialized department who are critical to operations and who create a safe and welcoming experience for all who visit the museum. You lead your team in identifying potential security and safety hazards, and assessing, reporting and responding to incidents or potential criminal activity at the museum’s building and 6.75 acre grounds. Under the leadership of the Deputy Director for Operations and Art Services, and working closely with the Museum Building Manager and the Manager of Museum Experiences and Events, you are on the front line for all day-to-day building needs. The SVSM serves as a key operational partner representing their department while working with museum leadership, the College’s Campus Safety Services (CSS) unit, and local law enforcement and emergency services, maintaining good college and public relations by assisting others as a source of information and direction. In the months before the new museum opening, you help finalize operational planning, documentation and implementation of policies and practices. While the museum is transitioning into the new building and new operations, you lead staff-wide training in the safety and security practices in the new building and support the safety of the art collection during its relocation. Under normal operations, you oversee the daily operation of both the security and visitor services teams to ensure a safe and welcoming environment for all students, visitors, staff, and the collection, aligned with the museum’s mission. You foster a collaborative and positive work atmosphere for an integrated team of security officers and visitor service associates, two units which together provide for both the museum’s security needs and patron-facing hospitality and informational needs. By providing cross-functional training such as training security staff in hospitality, and visitor service staff training in basic emergency preparedness and response, you support integrated strategies for visitor engagement and facility safety. The ideal candidate possesses experience managing people in security operations which requires complex scheduling capabilities and possesses knowledge of best practices for public safety and security in museums or other cultural environments. You handle conflicts, disturbances, or confrontations calmly and diplomatically and lead others to handle conflicts calmly through training and by example. The ideal candidate is also committed to supporting a mission-based cultural environment and supports their team in learning opportunities around WCMA’s history, exhibitions and programs which serves people from diverse backgrounds and cultural customs. Williams is deeply committed to diversity, equity, inclusion, and accessibility. The successful candidate will work effectively and respectfully with faculty, staff, students, and vendors from a variety of diverse backgrounds in a collaborative setting.

Summary of Responsibilities

• The SVSM is on call for emergencies and incidents 24/7, serves in an on-call rotation with WCMA’s Museum Building Manager, and serves as a primary liaison to the College’s Campus Safety Services.
• Responsible for Daily and Weekly Staffing, Planning and Reporting. As a primary caretaker of the museum building, you are responsible for ensuring adequate security and visitor services staffing of all building hours, 7 days per week, with a team of 20+ comprised of full time, part time, and temporary call-in staff members.
• Protocol Development and Training Leadership. Prior to the new museum building coming online, you have the opportunity to learn the new building’s security systems, participate in its testing, and develop the training manual for staff.
• Management Collaboration. You represent Security and Visitor Services department among WCMA and College departments and units, creating a mutual understanding of the level of security, capabilities, and challenges of security at the museum.

Requirements

• Bachelor’s degree and at least 5 years of professional experience in security operations and/or management, or hospitality industry management; equivalent education/experience considered.
• Strong leadership, communication, and crisis management skills informed by deep knowledge of public safety and security protocols, along with a collaborative working style.
• Strong problem‑solving skills: assessing and responding to crises, including natural disasters, fires, medical emergencies, or security threats, and implementing emergency procedures and protocols to mitigate risks and ensure the safety of museum occupants.
• Familiarity with security technology and equipment, including surveillance cameras, access control systems, alarm systems, and radio communication devices, to operate and troubleshoot security equipment effectively and efficiently.
• Knowledge of access control measures and procedures to control and monitor entry and enforcing access policies.
• Certification in first aid and cardiopulmonary resuscitation (CPR) to provide immediate medical assistance and emergency response in case of injuries or medical emergencies.
• Positive communication style and effective verbal and written communication skills for conveying information, priorities, and concerns, and while guiding and motivating a team.
• Ability to handle conflicts, disturbances, or confrontations calmly and diplomatically to resolve disputes or disagreements.
• Sensitivity to cultural diversity and respect for people from diverse backgrounds, including awareness of cultural customs, languages, and communication styles.
• Ability to work flexible hours, including nights, weekends, and holidays.

This position requires fully in‑person work. Remote work arrangements will not be available at this time.

Pay range is from $80,000 to $90,000, commensurate with experience.

A cover letter is required in order for your application to be considered.

Williams invests in our employees, offering generous health care, tuition reimbursement, professional development opportunities, paid leave, access to gym facilities, discounts with local vendors, retirement plans and more. Our vibrant 450-acre campus is home to around 2,000 students who benefit from a 6:1 student‑faculty ratio, and their energy is the heartbeat of an active population. Many people come to Williams for the job and stay for decades because of the lively environment and warm neighbors. You’re more than a person doing a job; you are joining our community.

ALL employees must have completed an I‑9 BEFORE they can begin work. Employment at Williams is contingent on the verification of background information submitted by the applicant, including the completion of a criminal record check, and education when applicable.

Decisions regarding appointments, promotions, and conditions of employment comply with applicable federal or state law prohibiting discrimination based on race, color, sex, national origin, religion, age, disability, marital status, sexual orientation, gender identity or expression, ancestry, or military service.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Beyond meeting fully its legal obligations for non‑discrimination, Williams College is committed to building a diverse and inclusive community where members from all backgrounds can live, learn and thrive. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process please feel free to contact us via phone at (413) 597‑2681 or email at [e-mail].

Instructions for Applicants

The mission of Williams College, “to provide the highest quality liberal arts education,” is advanced by the rich variety of backgrounds and experiences that faculty, staff, and students bring to the work that we do together. The college is committed to building and sustaining a learning and working environment where members from all backgrounds can learn, live, and thrive. We are looking for candidates who share our values in prioritizing diversity, equity, and inclusion, and sustainability. Located in the Berkshires of western Massachusetts, Williams offers a rich academic environment in a beautiful setting. The Berkshires—known as a cultural corridor—are a great place to live, work, and play. With natural beauty, rich history, and top‑class schools, there Berkshires hosts an array of recreational opportunities from world‑class museums to hiking trails. The New York Capital Region, Albany International Airport, and Albany‑Rensselaer Amtrak Train Station are just an hour away, and Boston and New York City are within a three‑hour drive. The college's vibrant 450‑acre campus is home to approximately 2,000 students who bring vibrancy to picturesque Williamstown. Many people relocate here for their job at Williams but stay for the community connections that they build. We hope you’ll take some time to explore the resources here and get to know more about our community‑the one here on campus as well as the broader communities of Williamstown and the Berkshires.