Overview:
The Associate Director of Visitor Experience collaborates with staff across the institution to provide strategic-level oversight of all visitor experience functions and ensures that our frontline staff delivers the profound sense of welcome that is central to the OMCA brand. This position leads a team with vision for and focus on a visitor experience that satisfies guests, encourages membership sales, and provides a warm welcome for all. The position also participates in and supports ongoing efforts to ensure visitor safety and institutional accessibility.
Responsibilities:

EXPERIENCE

• Ability to be a strategic thinker and ability to deploy and align organizational strategies and objectives.
• Ability to deliver results, facilitate and influence others and problem solve beyond temporary solutions.
• Ability to model and encourage visitor and internal customer service, take and share responsibility, and treat others with respect.
• Brings 7+ years of related experience managing a visitor/public customer service operation with a demonstrated track record of success.
• Has at least 3 years supervisory/lead experience.
• Studies in business administration, marketing, non-profit management, or museum studies preferred.
• English language proficiency in both spoken and written form; proficiency in a second language (particularly Spanish or Chinese) desirable.
• Ability to analyze production and administrative problems, evaluate alternative solutions, and recommend or adopt effective courses of action.
• Working knowledge of visitor service principles, practices and procedures; knowledge of principles of supervision and training.
• Working knowledge of administrative principles and methods, including goal setting, program development and implementation; conflict resolution experience, leadership, team-building and motivational skills, and a professional and flexible manner.
• Ability to establish and maintain working relationships with staff, volunteers, and members of the public; exercise tact and diplomacy at all times; demonstrate an understanding of protocol and sensitivity to cultural diversity needs.
• Working knowledge of financial record-keeping practices and procedures as well as the principles and practices of budgeting and accounting.
• Excellent attention to detail and exceedingly well-organized.
• Working knowledge of computer systems and applications with proficiency in computerized electronic POS/ticketing systems (Tessitura experience a plus), Microsoft Office, Google Suite.
• Communicate effectively orally and in writing; prepare and deliver presentations and written materials appropriate for diverse program platforms, including public presentations, training programs, on-line activities.
• Working knowledge of equity and diversity practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following reflects OMCA’s definition of essential functions for this position, but does not restrict the tasks that may be assigned. OMCA may assign or reassign duties and responsibilities to this position at any time due to reasonable accommodation or other reasons.

INSTITUTIONAL RESPONSIBILITIES

• Support the Museum’s mission, values, vision, and core commitment to the visitor experience, community engagement, and institutional relevancy for the future
• Contribute to and support the OMCA strategic plan, annual priorities, and institutional initiatives such as diversity advancement
• Contribute to a positive organizational culture based on mutual respect, a spirit of collegiality, cooperation, and openness to many perspectives
• Participate in a culture of ongoing learning, collaboration, innovation, creativity, and community engagement
• All positions will have core functional responsibilities, cross functional team activation and learning and development as a core function of each role.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment may include:

• Museum environment involves both indoor and outdoor working conditions
• Ability to travel between OMCA locations, and other travel as required by position responsibilities
• Engage with diverse visitor populations for extended periods of time in the galleries or throughout the campus
• Ability to work a flexible schedule, including evenings and weekend