Visitor Experience Manager

Japanese American National Museum; Glendale (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

The Japanese American National Museum is seeking a Visitor Experience Manager to lead the department, ensuring exceptional guest service and a sense of belonging across the campus. You will hire, train, and schedule staff for exhibitions, events, and programs, while overseeing ticketing, guest inquiries, and daily operations.

Success requires strong people skills, data-driven decision-making, and a commitment to accessibility and safety.

Qualifications

• Bachelor’s Degree preferred or equivalent combination of education and experience.
• At least 3 years of experience supervising a team in a museum, hospitality, or attraction environment.
• Strong communication and customer service skills; ability to manage inquiries and resolve issues.

Responsibilities

• Lead and develop the Visitor Experience Department to ensure premier guest service.
• Hire and train Visitor Experience Associates and Lead staff.
• Schedule staff for exhibitions, programs, and events; coordinate with other teams.
• Oversee ticketing operations, balance cash drawers, and manage deposits.
• Monitor safety, accessibility, and compliance with health protocols.

Skills

Staff supervision

Customer service

Staff training

Scheduling

Data analysis

MS Office

Google Workspace

Altru CRM

POS system

Asana

Education

High School Diploma

Bachelor’s Degree preferred

Tools

MS Office

Google Workspace

Altru CRM

POS system

Asana

Job description

The Visitor Experience Manager will be responsible for the successful management of the Visitor Experience Department. Supervising staff across the museum campus to provide a high level of customer service and satisfaction, working cross-departmentally to ensure an excellent experience and place of belonging for guests. They will oversee the selling of tickets to the Museum and its programs, handling guest questions and complaints, especially those not resolved at the Lead or Associate level. The Manager maintains accurate records and financial controls for ticket sales and ticketing equipment. The position reports to the Vice President of Audience Engagement and is regularly scheduled for weekend and evening hours.

• Builds, manages, and leads the Visitor Experience Department to ensure a premier experience for guests to the Museum. Responsible for hiring and training Visitor Experience Associates and Visitor Experience Lead to maintain a pool of full-time, part-time, and on-call Visitor Experience Associates sufficient to meet JANM’s needs.
• Assesses JANM’s robust schedule of exhibitions and programs to schedule staff, ensuring adequate coverage and excellent service at all necessary stations throughout JANM’s campus during Museum operating hours and at all public programs, special events, and rentals. Consult with the exhibitions team to assess needs for gallery attendants for special exhibitions based on security requirements and in-gallery activities.
• Develops and helps ensure that Visitor Experience Department systems, procedures, and practices support effective Visitor Experience operations, including accessibility issues.
• Leads regular Museum-wide training (quarterly and annually) for staff and volunteers to maintain standards, ensure compliance, and address changing needs of Museum programming.
• Prioritizes the collection, analysis, and use of data to measure the effectiveness of all aspects of the guest experience, including ticketing, capacity, pricing, hours, and customer satisfaction.
• Assists in developing and managing the check-in process for Museum guests, programs, ticketing packages, and group tourism sales.
• Reviews the daily schedule of group visits and programs with Visitor Experience Associates on duty. Coordinate breaks for Visitor Experience Associates and rotations among galleries, the front desk, and other stations.
• Open and close the ticketing desk daily. Balance cash drawers and ensure credit card readers and POS systems are turned on and off daily.
• Ensure deposit accuracy and secure end-of-day deposits. Reconcile and submit sales reports to the Finance Office. Clear criminal background check required.
• The Visitor Experience Manager will help ensure the Museum complies with all state and local public health and safety protocols for guests, as well as best practices for accessibility.
• Oversee daily setup for public spaces, programs, and special events; maintain supplies; set up and strike wayfinding signage, ticketing signage, and visitor engagement collateral.
• Ensure all lights, multimedia features, and gallery displays are on and functioning, and that any equipment is charged and in working order. Report any issues in a timely fashion to the appropriate department.
• Document and report on any incidents of violation or unusual activity to Security and Exhibitions.
• Staff members must be able to work with visitors of all ages to support the various events sponsored by the Museum. Each staff member will be expected to work on a minimum of three museum-wide events per year:
  • JANM’s Gala and Online Auction—(off-site) typically held in the Spring (April-May)
  • JANM’s Oshogatsu Family Festival (usually 1st Sunday in January)
  • JANM’s Natsumatsuri Family Festival (Saturday in August)

This list is not exhaustive and may be supplemented as necessary. Incumbent will perform related duties as assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

Education

High School Diploma, Bachelor’s Degree preferred; or an equivalent combination of education and experience.

Experience/Knowledge

At least 3 years of experience managing a team in a Museum, hospitality, or attraction environment. Willingness to learn and apply new skills. Strong proofreading skills. Professional phone manners are essential. Ability to prioritize, plan, and manage tasks to meet firm deadlines, clearly communicate delays, and respond to requests in a timely manner is required. Being able to work well in a team and independently is imperative. Demonstrated commitment and flexibility to ensure a high level of service quality. Ability to adjust and provide appropriate action when an unanticipated need arises. Knowledge of Japanese American history and culture is a plus.

Communication

Has excellent communication and negotiation skills. Must be able to provide courteous and effective service to co-workers, volunteers, and the general public. Is able to read, write, and comprehend routine reports and correspondence, including safety rules, operating and maintenance instructions, and procedural manuals. Is able to effectively present information in one‑on‑one and small group format and large group format.

Computer

Is computer literate, Internet savvy, and experienced with MS Office and Google Workspace. Familiarity with Altru CRM and POS system is preferred. Familiarity with Asana is beneficial. Accuracy and attention to detail are essential.

Math

Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning

Ability to act on own initiative, making consistently sound decisions. Must be able to comply with institutional policies and procedures. Ability to perform effectively under conditions of fluctuating workload. Ability to make practical decisions and solve problems, adapt to change, and communicate effectively. Ability to carry out instructions furnished in written, oral, or diagram form and articulate challenges and request support where needed. Reliable follow-through on assigned projects in a complete, well‑conceived, and timely manner.

Physical

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

The Visitor Experience Manager position is a regular, full-time position. Please note, however, that this is an at‑will position, meaning that your employment may be terminated at any time, with or without notice, and with or without cause. There is, in other words, no guarantee that you will be employed until any date in the future.

REPORTING RELATIONSHIPS

Reports To: Vice President of Audience Engagement

Positions Supervised: Visitor Experience Associates