Visitor Experience Manager

The Broad; Los Angeles (CA); On-site; USD 62,050 - 83,950; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) match

Paid time off

Transit benefit

Shop discounts

Job summary

The Broad in Los Angeles seeks a Visitor Experience Manager to lead a large front-line team, hire and train staff, schedule operations, and ensure outstanding visitor service across all museum activities. The role emphasizes a welcoming, inclusive culture and accountability in daily operations.

You will work closely with Directors to support exhibitions, events, and educational programs while maintaining high standards of guest relations and safety.

Qualifications

• Minimum 5 years in visitor-facing or customer service roles at a comparable organization.
• Bachelor’s degree from an accredited college or university is strongly preferred.
• Knowledge of admissions, POS, and online ticketing systems.
• Ability to provide a first-class visitor-centric experience for all visitors.

Responsibilities

• Lead and supervise the Visitor Experience team, including hiring, onboarding, training, scheduling, coaching and performance management.
• Ensure a welcoming, inclusive, hospitality-driven environment across the museum.
• Oversee shifts, events, and programming in galleries and ticketing areas; coordinate with internal teams.

Skills

Customer service

Hospitality

Leadership

Communication

Staff development

Multilingual (preferred)

Education

Bachelor’s degree (preferred)

Tools

POS systems

Ticketing systems

Microsoft Office

Job description

The Broad was established to make contemporary art accessible to the widest possible audience. Founded in 2015 on Grand Avenue in downtown Los Angeles by philanthropists Eli and Edythe Broad, the museum offers free general admission and presents an active Program of special exhibitions and innovative live events, all within a landmark building designed by Diller Scofidio + Renfro. Welcoming around 900,000 visitors per year, The Broad is a bustling public space and serves as home to the Broad collection, one of the world’s leading collections of postwar and contemporary art, which continues to grow as new artists and artworks are added. The museum is also the headquarters of The Broad Art Foundation’s worldwide lending library, which has been loaning collection works to museums around the world since 1984. An expansion of the museum will open before the 2028 summer Olympics in Los Angeles, creating even greater public access.

ABOUT THE POSITION

The Visitor Experience Manager supports the Director and Associate Director of Visitor Experience in delivering an exceptional visitor experience while overseeing the day-to day operations of the Visitor Experience team. This role fosters a welcoming, inclusive, and hospitality-driven environment across the museum and promotes a visitor-centered team culture.

The Manager directly supervises up to six Visitor Experience Leads and supports a team of more than 85 staff members. Responsibilities include hiring, onboarding, training, scheduling, coaching, performance management, and addressing employee relations matters. Additional responsibilities may include serving as a point of contact for special events and programming as needed. By leading by example, the Manager fosters a culture of accountability, collaboration, and visitor service.

DUTIES AND RESPONSIBILITIES

Responsibilities for the Visitor Experience Team

• Serve as a hands-on leader who ensures a first-class visitor experience by supporting the Visitor Experience Team through effective training, guidance, and coaching in visitor engagement and operations.
• Assist the Director and Associate Director in hiring, onboarding, orientation, training, coaching, and development of the Visitor Experience Team.
• Lead by example by actively engaging with staff and working alongside the Visitor Experience Team in the galleries, ticketing, and during events and programs as needed.
• Manage the scheduling of all VE team members, ensuring appropriate levels for daily operations, special exhibitions, events, and exhibition installation/deinstallation periods.
• Monitor staffing trends, attendance patterns, and operational needs, and make recommendations to improve team effectiveness, visitor service standards, and departmental efficiency.
• Manage timecards, ensuring accurate and timely submission on a semi-monthly basis, including reviewing and processing time off and sick leave requests in accordance with museum policies.
• Support team performance through ongoing coaching and feedback, including conducting regular check-ins and facilitating corrective action conversations, to ensure clear understanding and consistent adherence to performance expectations and standards.
• Develop, edit, and organize documents such as Policies and Procedures, job descriptions, and expectations for the Visitor Experience Team.
• Conduct 30 and 60-day new hire check-ins for new team members.
• Work with VE Leads to develop gallery break schedules for new exhibitions.
• Plan and facilitate team meetings including organizing meeting agendas, creating presentations, organizing training sessions, and developing notes/minutes as needed.

Program Development

• Partner with the Director and Associate Director to ensure effective collaboration with Audience Engagement and Marketing Communications in support of school tours, family programs, visitor engagement initiatives, and digital content.
• Work closely with the Curatorial team to develop new training materials and content for new exhibitions and installations.

Museum Operations and Safety

• Oversee and ensure compliance with museum opening and closing procedures.
• May act as the point of contact for special events and programming.
• Collaborate with Curatorial, Exhibitions, and Preparation teams to support visitor experience planning and operational readiness for upcoming exhibitions.
• Ensure the Visitor Experience Team is trained in all the museum’s health and safety standards.

Other duties as assigned.

EXPERIENCE AND QUALIFICATIONS

• Minimum 5 years of experience in visitor facing or customer service role at a comparable organization required.
• Experience in hospitality, retail, attractions, luxury space, or cultural organizations strongly preferred.
• A bachelor’s degree from an accredited college or university is strongly preferred.
• Ability to provide a first-class visitor-centric experience for all our visitors.
• Comfortable enforcing museum policies with visitors in a respectful and professional manner.
• Identify and positively resolve visitor issues in the moment; strong decision-making skills are necessary.
• Demonstrated success in hiring and managing staff in public-facing roles.
• Demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Knowledge of admissions, point-of-sale (POS), and online ticketing systems.
• Proficiency in Microsoft Office Suite and the ability to quickly learn and adapt to new systems and technology platforms.
• Broad knowledge of information technology and business software applications; must be highly proficient using Microsoft Office Suite.
• A passion for working with people, museums, and contemporary art.
• Flexible and highly adaptable; able to maintain a positive attitude when priorities shift.
• Demonstrate ability to lead, motivate, and develop high-performing teams while fostering collaborative, and accountable work environment.
• Strong written, verbal, and presentation skills; with the ability to effectively communicate and present information to a wide variety of internal and external stakeholders.
• Multilingual applicants strongly preferred.
• Approach work with integrity and honesty.
• Support and demonstrate the museum’s culture of developing a diverse, equitable, inclusive and accessible environment for museum colleagues and visitors.
• Demonstrate and practice sensitivity to all elements of diversity in the museum with staff, visitors, and all programs and services the museum provides.

PHYSICAL REQUIREMENTS

Must be able to remain stationary for extended periods of time, as well as frequently move around public areas of the museum.

The Broad is committed to providing reasonable accommodations to qualified individuals with disabilities and welcomes conversations about access needs related to this role.

SCHEDULE

This full-time position will regularly require working nights, evenings, holidays, and weekends.

COMPENSATION

$73,000 annually

BENEFITS

• Medical, Dental, and Vision.
• Employer paid short-term disability, long-term disability, and basic life insurance.
• 401(k) up to 4% match, with immediate vesting.
• Additional generous 5% retirement contribution to eligible employees.
• Accrued vacation, sick, volunteer days, and a floating holiday.
• Free parking or free LA Metro pass or bike/walk stipend.
• Discount at The Shop at The Broad, and at local eateries.

ADDITIONAL REQUIREMENTS

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Employment is contingent upon a satisfactory background and reference checks.

EQUAL OPPORTUNITY EMPLOYER

The Broad is an equal opportunity employer, and we aspire to reflect the diversity of Los Angeles in both our staff and our visitors. It is the practice of The Broad to offer equal opportunity consistent with applicable federal and state law in all aspects of employment. All employment decisions will be made in compliance with applicable federal and state laws prohibiting discrimination on the basis of race (including traits historically associated with race, including but not limited to hair texture and protective hairstyles), religion, creed, color, national origin, ancestry, marital status, sex, pregnancy, gender, gender identity, gender expression, age, medical condition (as defined by California law and including Acquired Immune Deficiency Syndrome (AIDS), actual or perceived), genetic information, physical or mental disability, sexual orientation, military or veteran status, having filed a discrimination complaint or any other status protected by applicable law. The Broad believes that by actively building a diverse workforce we can innovate, inspire, and engage with the widest possible audience.

Reasonable accommodation will be made for qualified candidates with disabilities in accordance with the ADA and the ADAAA.

Statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the job.