Assistant Director, Member and Visitor Services

at  Museum of Fine Arts

POSITION OVERVIEW:

Under the direction of the Director, Member and Visitor Services, will be responsible for 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.

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 ability to interact with a diverse audiences, in terms of age, economic status, and cultural background
• Strong organizational and administrative skills with excellent attention to detail
• Ability to communicate clearly and concisely, verbally and in writing
• Collaborative style with ability to work internally and externally with diverse visitors and staff
• Demonstrated track record of hiring, training, managing and coaching diverse staff in order to optimize the visitor experience and customer service
• Proven experience in creating, managing and tracking complex schedules
• Strong customer service and relationship management skills both within MVS and across the organization
• Proven ability to remain calm in high-stress customer service interactions to arrive at appropriate solutions
• Savvy and creative problem solver while exhibiting tact and diplomacy in all situations
• Excellent verbal and written communication skills including the writing of clear and detailed incident reports
• Strong technical computer skills and experience with ticketing systems and reporting. Tessitura experience a plus.
• Must be committed to the Museum’s commitment and values related to Inclusion, Diversity, Equity, and Accessibility (IDEA) and to ensuring an optimal visitor experience
• 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 is intended to include essential duties, it is conceivable that job duties may change before the job description is officially revised.

• 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. This is achieved through a knowledgeable and well-trained base of staff and volunteers, and clear policies, procedures, and goal setting.
• Act as “Manager in Charge” during non-business hours (evenings and weekends), overseeing all service and operations across Museum departments. Serve as the key decision maker for issues requiring managerial judgment and enforce set policies, procedures, and standards amongst all staff.
• Directly supervise, support and evaluate Senior Manager, Visitor Experience, Admissions Managers and House Manager. Ensure that all frontline staff will be cross-trained to serve as admissions cashiers, Remis Box Office support, phone operators and Members’ services staff.
• Develop and maintain visitor feedback collection and analysis program to understand engagement; analyze and communicate finding to museum for short and long term action and application.
• Advocate for the visitor while collaborating with departments across the institution to develop and coordinate programming and communications in order to promote the overall MFA brand to visitors and members.
• Gather and disseminate accurate information to visitors and members regarding the Museum’s programs, exhibitions, and amenities through the use of various brochures, electronic signage, maps, the Web site, etc., which effectively enhances a visit to the Museum. Administer visitor information on automated phone system; ensure messaging is updated and live operators are easily accessible.
• Assure wayfinding effort for the Museum is clearly and attractively presented; coordinate with Exhibitions and Design and Communications to accomplish this end.
• Collaborate with Accessibility to ensure delivery of service to audiences with special needs.
• Provide assistance and direction to MFA volunteers when appropriate to ensure their mission to serve members and visitors is in accordance with current Museum objectives and policies. Work closely with Director Manager of Volunteer Program to acquire, train, and support MVS volunteers.
• Continually benchmark peer institutions’ member and visitor services efforts to identify best practices that may be employed by the MFA
  Perform other duties as assigned.