Manager, Visitor Experience [Hammer Museum, Los Angeles, CA]

Description

The Manager, Visitor Experience manages all frontline and back-of-house facets of the Museum’s Visitor Experience (VE) program by ensuring a high level of seamless service and hospitality to all patrons, clients, and guests. Develops and administers VE standards, policies and procedures; designs training programs; works with Curatorial, Academic Programs, and Design departments to create informational materials for patrons, clients, and guests (including information on exhibitions, artists, artworks, public programs and events, membership programs, ticketing, donations, and appropriate ways to interact with artworks); develops and manages the VE operating budget; designs visitor surveys; analyzes and presents visitor data to senior management; serves as main point of contact for cross-departmental issues related to visitors.

The Manager, VE reports to Director, Events & Visitor Experience. Directly supervises Visitor Experience Coordinator, Visitor Experience Assistant, and Visitor Experience Leads. Indirectly supervises approximately 100 Student Visitor Experience Representatives.

Visitor Experience is a sub-department of the Museum’s Advancement Department. Visitor Experience aims to further the Museum’s strategic plan goal to “create a seamlessly-welcoming and engaging experience, from outreach to visit,” and carry out and bolster the Hammer’s mission to and beyond the Museum’s frontlines.

For more information and application instructions, visit http://hammer.ucla.edu/about-us/employment-and-internships/.

Requirements

Minimum of 3 years’ experience working in program/public/visitor services/experience/engagement or similar field in a museum or other cultural institution; bachelor’s degree in art history, humanities, marketing, public relations, communications, statistics, or related field, or equivalent experience; minimum of 3 years’ supervisory experience; demonstrated experience interacting diplomatically with the public in a high-volume, continuous-public-contact setting; exceptional customer service skills; ability to exercise good judgment and resolve patron problems in a positive, professional, and courteous manner; ability to maintain calm demeanor in difficult and/or hostile situations; strong knowledge of visitor services/experience/engagement best practices; experience developing museum visitor surveys and analyzing statistics for the purpose of improving the visitor experience; demonstrated ability to develop and administer training programs; excellent written and oral communication skills; polished and professional interpersonal skills to interact and effectively deal with Museum VIPs; Museum/University staff/students at all levels and of diverse backgrounds; proficiency with Microsoft Office Suite; ability to work frequent evenings and weekends. Familiarity with Patron Edge and Raiser’s Edge software preferred.