Visitor Experience and Accessibility Manager.

Smithsonian Institution

Washington (District of Columbia)

On-site

USD 75,000 - 110,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Comprehensive benefits package

Vacation and sick leave

Health and life insurance

Retirement program

Job summary

The Smithsonian Institution seeks a dedicated Visitor Experience and Accessibility Manager to lead operations for visitor services, accessibility programs, and the volunteer initiative across its Washington, DC facilities.

You will supervise staff, implement service policies, and coordinate programs to enhance guest engagement while maintaining safety, accessibility, and high service standards.

Qualifications

One year of specialized experience overseeing visitor experience, accessibility, and volunteer programs.
Experience using customer service practices and visitor engagement strategies to deliver high-quality experiences in large museum settings.

Responsibilities

Oversee day-to-day operations of visitor and accessibility services and learning spaces.
Implement policies governing visitor flow, service protocols, and public engagement activities.
Provide guidance, assign work, monitor performance, and support employee development including hiring and evaluations.
Plan and coordinate visitor experience, accessibility, and volunteer programs within leadership frameworks, tracking metrics and feedback.
Coordinate volunteer program operations including recruitment, onboarding, training, and communication.
Collaborate with internal stakeholders to support program activities and ensure visitor service considerations.

Skills

Visitor experience

Accessibility

Volunteer programs

Customer service

Visitor engagement

Tools

Public service processes

Job description

Duties

The Visitor Experience and Accessibility Manager has responsibility for overseeing all aspects of the operation and administration of the Visitor Experience, Accessibility, and Volunteer Program.

In This Position, You Will

Oversee and support the day-to-day operations of visitor and accessibility services and learning spaces to ensure effective and consistent service delivery.

Implement established policies and procedures governing visitor flow, service protocols, and public engagement activities.

Provide guidance, assign work, monitor performance, and support employee development. Participate in hiring, preparing performance plans and evaluations, and recommending awards or corrective actions as appropriate.

Plan, coordinate, and implement visitor experience, accessibility, and volunteer programs within established frameworks and priorities set by leadership. Track program performance metrics, analyze visitor feedback and operational data, and recommend improvements

Coordinate volunteer program operations, including recruitment, onboarding, training, and communication, using established procedures and practices.

Coordinate with internal stakeholders to support program activities and ensure visitor service considerations are addressed.

Requirements

Conditions of employment

Pass Pre-employment Background Investigation

May need to complete a Probationary Period

Maintain a Bank Account for Direct Deposit/Electronic Transfer

Males born after 12/31/59 must be registered with Selective Service.

Conditions of Employment

Qualification requirements, including one year time-in-grade at the next lower grade level for promotion candidates, must be met within 30 days of the job announcement closing date. See the 'Required Documents' section for additional information.

For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions on

Additional Requirements

A Tuesday through Saturday work schedule is required. In addition, this position will require the selectee to work occasional evenings.

This position requires standing, walking, and moving throughout museum spaces or outside of the museum for extended periods while supporting program delivery. Some lifting or carrying of educational materials may be required. Physical demands are consistent with those of a museum and office environment.

Work is performed primarily in museum spaces, classrooms, and office settings. The environment involves everyday risks typical of public and office environments. Some activities may occur in laboratory or collections areas, requiring adherence to established safety protocols and the use of appropriate protective attire.

Qualifications

Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-11 level in the Federal Service. For this position, specialized experience is defined as 1) overseeing visitor experience, accessibility, and volunteer programs, and 2) using customer service practices and visitor engagement strategies to create the highest quality experience within a large museum.

Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.

Education

There are no basic education requirements for this position.

Additional Information

THIS IS A RE-ADVERTISEMENT OF 26R-TK-314310-MPA-NMNH. YOU MUST REAPPLY TO THIS ADVERTISEMENT TO GAIN CONSIDERATION.

This position is NOT included in the bargaining unit.

Recruitment incentive(s) may be authorized for this position. However, approval for incentives are contingent upon various availability. If authorized, certain incentives will require the incumbent to sign a service agreement to remain in the Federal government for a certain time period.

Note: This statement does not imply nor guarantee an incentive will be offered and paid.

Selections may be made for vacancies across the Smithsonian Institution (SI). By applying to this position, you agree to allow your application and other personal information to be shared with one or more SI hiring officials for employment consideration for same/similar positions within the location(s) identified in this announcement.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

The Smithsonian offers a comprehensive benefits package that includes, in part, vacation and sick leave, holidays, health/life insurance, accident insurance, and excellent retirement program options.

Please see Benefits at