Visitor Experience Shift Lead | Guest Services & Ops

Japanese American National Museum; Glendale (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

The Japanese American National Museum (JANM) is seeking a Visitor Experience Lead Associate to oversee daily operations on the floor, supervise shifts, and coordinate guest services across indoor galleries and the outdoor campus. You will open/close ticketing desks, balance cash, and ensure high standards of service.

You will handle visitor inquiries, de-escalate concerns with empathy, and support major museum events.

Qualifications

• Minimum of two (2) years of experience in customer service, visitor services, retail, or hospitality within a museum or cultural institution.
• Strong leadership, de-escalation skills, and ability to prioritize and manage shift tasks under fluctuating visitor volumes.
• Ability to work well in a team environment and independently; exceptional communication and problem-solving abilities.

Responsibilities

• Serve as shift supervisor and coordinate floor rotations to ensure seamless staff coverage.
• Open and close ticketing desks daily; balance cash drawers and reconcile daily sales reports.
• Handle complex visitor inquiries, de-escalate complaints with empathy, and ensure accessibility requests are addressed.
• Oversee setup for indoor galleries and outdoor spaces; verify signage and displays are functional.
• Manage safety and report issues promptly to Security, Facilities, and Exhibitions teams.
• Support major events (Gala, Oshogatsu, Natsumatsuri) with staff coordination and guest services.

Skills

Customer service

Team leadership

De-escalation

Cash handling

POS systems

Altru CRM

Google Workspace

Asana

Education

High School Diploma

Bachelor's degree

Tools

Altru CRM

Asana

Bloomberg Connects

Google Workspace

MS Office

Job description

The Japanese American National Museum (JANM) is seeking a Visitor Experience Lead Associate to oversee daily operations on the floor, supervise shifts, and coordinate guest services across indoor galleries and the outdoor campus. You will open/close ticketing desks, balance cash, and ensure high standards of service.

You will handle visitor inquiries, de-escalate concerns with empathy, and support major museum events.