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Director of Visitor Experience

The Studio Museum in Harlem
Full-time
On-site
New York, New York, United States
$90,000 - $100,000 USD yearly
IT

About Our Organization

Founded in 1968, the Studio Museum in Harlem is the nexus for artists of African descent locally, nationally, and internationally and for work that has been inspired and influenced by Black culture. It is a site for the dynamic exchange of ideas about art and society.

Job Summary

The Director of Visitor Experience is primarily responsible for ensuring that all visitors to the Studio Museum in Harlem feel welcomed and engaged with the Museum's mission through its exhibitions, public programs, and shared spaces. This role involves working closely with the Membership, Retail, and Learning & Engagement teams to inspire visitors to return frequently, stay longer, participate in additional programs and activities, and strengthen their connection with the Museum through contributions and membership. 

The Director of Visitor Experience will also collaborate closely with the Associate Director of Security and the Associate Director of Building Operations to ensure the Museum provides a safe, healthy, and accessible environment for visitors of all ages, abilities, and backgrounds. As the inaugural leader of this role for the newly reopened Museum, the Director of Visitor Experience will be instrumental in establishing protocols and defining standards for the Museum's new Visitor Experience (VE) team. 

Essential Duties and Responsibilities 

Visitor Experience Strategy, Analytics, and Implementation  

  • Develop and implement methods to assess visitor satisfaction.
  • Utilize surveys as well as data from passive collection sources to understand viewing patterns, visit lengths, and repeat visitation.
  • Relying on both data and experience, develop and implement strategies to improve overall visitor experience, and to increase visit length, repeat visitation, retail sales, and membership conversion.

Operations and Experience  

  • Along with the Senior Director of Finance and the Director of Information Technology, develop and ensure compliance with protocols for handling of cash, credit card, and electronic transactions and personal information.
  • Along with the Associate Director of Security and Associate Director of Building Operations, develop, periodically review, and oversee implementation of emergency protocols, including for situations involving fire, active shooter, lost child, and visitor illness or injury. 
  • Along with the Security team, provide guidance to VE associates and other visitor-facing personnel to de-escalate incidents involving members of the public. 
  • Maintain a log of all visitor complaints, suggestions, and comments regarding their experience at the Museum or interacting with museum staff and ensure that all receive a timely and appropriate response. 
  • Communicate with the Security and Building Operations teams about unsafe or unsanitary conditions in the Museum building. 
  • Interface with café staff to ensure that café customer concerns are addressed in a manner that is consistent with the values and policies of the Museum.

Team Management  

  • Develop job descriptions, recruitment strategies, and values-based training programs to build and retain a diverse and engaged team of VE associates.
  • Manage shift assignments for VE associates, coordinating with the Security team to ensure that coverage is appropriate for exhibitions openings, public programs, and special events, as well as regular museum open days. 
  • Coordinate with the Curatorial and Learning & Engagement teams to ensure that all VE associates are equipped to provide visitors with accurate information about current exhibitions, programs, and retail offerings. 
  • Establish and instill performance goals and expectations for our VE team that are aligned with our mission and values. 
  • Closely monitor the day-to-day performance of all VE associates and provide in-the-moment feedback as well as periodic performance reviews. 
  • Establish budget for VE personnel and activities and monitor expenditures.
  • Other duties as assigned.  

Skills and Qualifications  

  • Superior interpersonal, team management, and customer service skills.
  • Proficiency with Tessitura and ticketing, venue management, and Microsoft Office suite.
  • Confident, self-directed, and highly motivated.
  • Able to maintain their composure and think and communicate clearly in emotionally charged and emergency situations.
  • Outgoing, people-centered personality.
  • Proficiency in ASL or foreign language a plus.
  • Able to work weekends and evenings as required to fulfill responsibilities.

Education and Experience 

  • At least 7 years’ experience in customer-facing role in hospitality or retail. 
  • At least 3 years’ experience managing a team that interacts with the public. 
  • Experience with cash handling protocols. 
  • Post-secondary degree preferred.

Physical Demands 

  • Able to sit or stand for long periods.  
  • Able to climb several flights of stairs.  
  • Able to lift a minimum of 15 pounds. 

Work Environment 

  • This position is an exempt position and may require working in excess of forty (40) hours during a work week.  
  • The regular work week for this position will be 5 days, including Saturdays and Sundays, and may include holidays as required to fulfill responsibilities.  
  • Both the administrative offices and the Museum are wheelchair accessible. Other accessibility accommodations can be further discussed.  

Compensation 

$90,000 - $100,000 annually 

Salary is commensurate with experience within the guidelines of a small not-for-profit. A competitive benefits package is provided, including medical, dental, life and long-term disability insurance, a retirement account, and substantial vacation time. 

Application Instructions

Please upload your resume, cover letter, and a writing sample to your application. No phone calls or emails, please.  

Please note that while careful consideration will be given to each submission, the Museum will only be able to contact those applicants whose knowledge, skills, and work experience best fit the requirements of the position.   

The Studio Museum in Harlem is an equal opportunity employer and considers all candidates for employment regardless of race, color, sex, age, gender identification, national origin, creed, disability, marital status, sexual orientation, or political affiliation. We celebrate our inclusive work environment and encourage folks of all backgrounds and perspectives to apply. At the Studio Museum, we are committed to having an inclusive and transparent environment where every voice is heard and acknowledged. We embrace our differences, and know that our diverse team is a strength that drives our success.  

Research shows that women and individuals from underrepresented backgrounds often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.