Visitor Experience Leader

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

Job summary

Cleveland Museum of Natural History in Cleveland, OH seeks a Manager of Visitor Experience to lead the Visitor Experience team, schedule staffing, and ensure exceptional guest service. You will supervise Team Leads and Associates, support performance development, and manage Altru POS configurations and integrations.

The role requires 3–4 years in customer service/hospitality, 1–2 years in supervision, and strong coaching and communication skills.

Qualifications

• 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.
• Minimum of 1-2 years in a supervisory, lead, or team-lead capacity.
• 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.

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.

Skills

Customer service

Hospitality

Supervisory

Coaching

People development

Communication

Organizational skills

Attention to detail

Altru

Ticketing software

Microsoft Office

Education

Bachelor's degree preferred

Associate degree or equivalent

Tools

Altru

Microsoft Office

Job description

Cleveland Museum of Natural History in Cleveland, OH seeks a Manager of Visitor Experience to lead the Visitor Experience team, schedule staffing, and ensure exceptional guest service. You will supervise Team Leads and Associates, support performance development, and manage Altru POS configurations and integrations.

The role requires 3–4 years in customer service/hospitality, 1–2 years in supervision, and strong coaching and communication skills.