Visitor Services Manager

Senator John Heinz History Center; Pittsburgh (Allegheny County); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

FSA options

403(b) retirement with employer match

Paid time off

Parental leave

Nine paid holidays

Life insurance & LTD

Wellness program

Shop & Café discounts

Transit & parking nearby

Job summary

The Senator John Heinz History Center is seeking a Visitor Services Manager to lead frontline operations, admissions, museum store, e-store, cafe, and Welcome Center in Pittsburgh. The role focuses on delivering outstanding guest experiences and overseeing daily visitor services functions.

You will supervise staff, manage schedules, address guest concerns, and represent Visitor Services in cross‑institution meetings. A strong retail mindset and tech proficiency are essential to success.

Qualifications

• 2-year degree or equivalent experience.
• Retail-management experience with merchandising skills.
• Experience in computerized sales and inventory; e-store design, fulfillment, and sales.
• Proficiency in Microsoft Word and Excel.
• Strong oral, written, and electronic communication skills.
• Ability to foster collaboration with internal and external customers.
• Experience with Shopify and Acme software is a plus.

Responsibilities

• Hire, train, and supervise Visitor Service Associates.
• Manage daily frontline operations and make decisions on behalf of the division.
• Assist in product development, merchandise orders, and accounting records.
• Create monthly staffing schedules for Coordinators & Associates.
• Troubleshoot point-of-sale systems and advance accessibility initiatives.
• Respond professionally to visitor concerns and complaints.
• Represent Visitor Services in institution-wide meetings and programs.
• Help the division achieve long-term strategic goals.
• Cover any shift (shop, admissions, café, Welcome Center) or lunch breaks as needed.
• Act as Division Lead when the Director of Visitor Services is unavailable.

Skills

Retail management

Merchandising

Sales & inventory

Microsoft Word

Microsoft Excel

Communication skills

Collaboration

Shopify

Acme software

Education

2-year degree or equivalent experience

Tools

Shopify

Acme software

Job description

Visitor Services Manager

Position Type: Full Time | Location: Senator John Heinz History Center – Pittsburgh, PA 15222

Job Overview

The Visitor Services Manager is a primary voice in identifying and executing strategic initiatives for the Visitor Services Division and for the overall visitor experience at the Heinz History Center, including daily frontline operations and customer service for admissions, museum store, e‑store, café, membership, accessibility, visitor information, wholesale operations and the Visit Pittsburgh Welcome Center.

Responsibilities

• Hire, train, and supervise Visitor Service Associates.
• Manage daily frontline operations and make decisions on behalf of the division.
• Assist in product development, merchandise orders, and accounting records.
• Create monthly staffing schedules for Coordinators & Associates.
• Troubleshoot point‑of‑sale systems and advance accessibility initiatives.
• Respond professionally to visitor concerns and complaints.
• Represent Visitor Services in institution‑wide meetings and programs.
• Help the division achieve long‑term strategic goals.
• Cover any shift (shop, admissions, café, Welcome Center) or lunch breaks as needed.
• Act as Division Lead when the Director of Visitor Services is unavailable.

Qualifications

• 2‑year degree or equivalent experience.
• Retail‑management experience with merchandising skills.
• Experience in computerized sales and inventory; e‑store design, fulfillment, and sales.
• Proficiency in Microsoft Word and Excel.
• Strong oral, written, and electronic communication skills.
• Ability to foster collaboration with internal and external customers.
• Experience with Shopify and Acme software is a plus.

Work Hours

• Scheduled 9:00am – 5:30pm, Tuesday through Saturday.
• Flexibility required; some evenings, holidays, and events may be necessary.

Benefits

• Full benefits package including medical, dental, and vision insurance.
• Flexible Spending Account (FSA) options.
• 403(b) retirement plan with employer match.
• Paid time off: vacation, personal, and sick days.
• Paid parental leave.
• Nine paid holidays.
• Company‑paid life insurance and LTD.
• Wellness and Employee Assistance Program.
• Discounts at Museum Shop and Café.
• Public transportation and parking options nearby.