Position Overview:
Under the direction of the Director, Member and Visitor Services, the successful candidate will be responsible for the current and long-range delivery of quality service to all Museum members and visitors. This is accomplished by translating the Museum-wide service culture into a reality on the front lines and leading by example on a daily basis.
Essential Functions:
- Set vision for service based on the Fine Art of Service Program that continually improves the standard for the visitor experience and is communicated to all departmental staff.
- Act as “Manager in Charge” during non-business hours (evenings and weekends), overseeing all service and operations across Museum departments.
- Directly supervise, support, and evaluate Senior Manager, Visitor Experience, Admissions Managers, and House Manager.
- Develop and maintain visitor feedback collection and analysis program to understand engagement.
- Advocate for the visitor while collaborating with departments across the institution.
- Gather and disseminate accurate information to visitors and members regarding the Museum's programs, exhibitions, and amenities.
- Assure wayfinding efforts for the Museum are clearly and attractively presented.
- Collaborate with Accessibility to ensure delivery of service to audiences with special needs.
- Provide assistance and direction to MFA volunteers when appropriate.
- Continually benchmark peer institutions' member and visitor services efforts.
Perform other duties as assigned.
Requirements and Characteristics:
- Bachelors in Business or related discipline
- 5 to 7 years experience managing a fast-paced customer service operation
- Excellent customer service and diplomacy skills with the ability to interact with diverse audiences.
- Strong organizational and administrative skills with excellent attention to detail
- Ability to communicate clearly and concisely, verbally and in writing
- Collaborative style with the ability to work with diverse visitors and staff
- Demonstrated track record of hiring, training, managing, and coaching diverse staff
- Proven experience in creating, managing, and tracking complex schedules
- Strong customer service and relationship management skills
- Proven ability to remain calm in high-stress customer service interactions
- Savvy and creative problem solver while exhibiting tact and diplomacy
- Excellent verbal and written communication skills including the writing of clear and detailed incident reports
- Strong technical computer skills and experience with ticketing systems; Tessitura experience a plus.
- Must be committed to the Museum's values related to Inclusion, Diversity, Equity, and Accessibility (IDEA).
- Experience managing large crowds
- Must be willing and flexible to work evenings and weekend schedule
The Museum reserves the right to change job descriptions. While this job description includes essential duties, it is conceivable that job duties may change before the job description is officially revised.
Salary Range
Full-time Salary, 35 hours per week
$80,000 - $92,000 per year commensurate with experience
Please note that the advertised salary range is competitive and commensurate with experience. The Salary offered to a final candidate will depend on various factors.
The MFA is an equal opportunity employer. We wish to foster diversity in our workplace.
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