Providence Children¹s Museum is a private nonprofit [501c(3)] organization, which has served children and families since 1977. The Museum has a balanced operating budget of $2.2 million, 50% of which is earned through admission, membership, contracted services, program and consulting fees. Government grants account for approximately 20%, with the balance raised through private giving and investment income. A professional staff of 35, supported by volunteers and AmeriCorps members, serve over 160,000 Museum visitors a year and 10,000-plus through off-site outreach programs.

Position Title: Visitor Experience Manager

Responsibilities: The Visitor Experience Manager is primarily responsible for ensuring an exceptional visitor experience that supports the Museum’s mission and is aligned with its strategic objectives. S/he provides strong leadership and supervision for all frontline staff, including a team of six Experience Coordinators, Housekeeper, and 30 – 50 Play Guides and Admissions Clerks (work-study students and volunteers).

Specific expectations include:
-Develop and oversee implementation of visitor services policies and procedures;
-Supervise frontline services including reception desk, admissions desk, group visits, educational activities, events and after-hours programs;
-Facilitate positive and effective communication with Museum visitorsincluding information about programs and services and resolution of questions or complaints; serve as the first point of contact for any escalated visitor complaints;
-Determine and fill frontline staffing needs: interview, train and schedule staff;
-Oversee registration for fee-based programs including parties, group visits and after-hours events, and manage the Museum’s facility calendar;
-Develop and deliver training to prepare frontline staff and volunteers to support playful learning experiences for all visitors and to meet the Museum¹s high professional standards;
-Project and reach revenue goals for fee-based programs and work with the Museum¹s leadership team to ensure revenue goals, including admissions and membership;
-Project and adhere to expense budgets for fee-based programs, payroll and other visitor services needs; € Maintain accurate attendance and financial records; analyze trends and produce reports;
-Collaborate with the Museum¹s leadership team to deliver on strategic initiatives and develop cross-departmental policies, procedures, and plans;
-Other responsibilities as needed.

Qualifications
-Proven track record as a dynamic team leader, with at least five years in a supervisory position;
-Exceptional customer service skills, with experience in a position requiring public interaction with children and families such as entertainment or restaurant management ­ museum experience preferred;
-Experience developing policies and procedures and training staff in their implementation;
-Excellent attention to detail while setting priorities, meeting critical deadlines and flexibly solving problems in a fast-paced, team-oriented environment;
-Experience working with children and a commitment to children¹s play and learning;
-Clear and effective communicator: excellent interpersonal and verbal/written communication skills
-Bachelor’s level degree or equivalent experience;
-Proficient in Microsoft Word, Excel, FileMaker Pro or other database programs and internet;
-Able to go up and down stairs, sustain periods of prolonged standing, and perform frequent lifting up to 25 pounds;
-CPR certification required (will train);
-Bilingual (English/Spanish or English/ASL) a plus.

Compensation: This is a full-time salaried position with health plan, vacation and personal time.

Availability: Tuesday-Saturday business hours; some evenings and holidays; starting early August 2016.

Application Instructions: Email letter of interest and resume to Director@ChildrenMuseum.org; please name all attachments with your last name and title of document. Review of applications begins June 28, 2016 and continues until the position is filled. Providence Children’s Museum is an equal opportunity employer. Members of racial/ethnic minorities are encouraged to apply.