The position is located in the Smithsonian Institution’s Office of Visitor Services. The Office of Visitor Services (OVS) is the principal office at the Smithsonian responsible for understanding, designing and improving all stages of a visitor’s journey, from planning, to visit and post-visit experiences. The Office enables the Smithsonian’s mission through its activities as the primary point of contact for Smithsonian visitors.

The Client Services Manager executes, enforces, supervises, assesses, and maintains services and programs that directly impact visitors and volunteers. Specific tasks include managing, supervising, and training direct reports and volunteers in areas such as public information, services, resources, interpretive programs, rules and regulations, and visitor safety. The incumbent will be responsible for designing and conducting in-person and online training programs for a variety of audiences, academic levels, and ages.

DUTIES:

Develop, oversee and maintain volunteer recruitment, screening, placement, orientation, training, retention, and reporting policies and procedures. Assess and report front-line service standards. Oversee the collection and dissemination of information about volunteer programs. Update and maintain a comprehensive volunteer program manual. Oversee all non-technical aspects of the volunteer database.

Lead OVS training efforts, designing and maintaining training curricula and materials to ensure content accuracy and relevancy; provide a variety of training sessions for a range of skill levels, ages, backgrounds, and experiences.

Manage the day-to-day operations of visitor feedback operations, which include a call center, email, visitor comment cards, surveys, web chat services, and in-person interactions.

Manage and supervise full-time and volunteer staff. Organize, schedule, direct, review, and evaluate the work to be accomplished by subordinate team members. Develop volunteer assignments to meet program needs and work with unit staff to ensure appropriate staffing levels.

Application Instructions
You must apply for this position online through USAjobs.gov here: https://www.usajobs.gov/GetJob/ViewDetails/387795000