MANAGER, GUEST SERVICES & BOX OFFICE

Location: Kansas City, MO
Reports To: Director, Earned Income & Guest Services
Starting Salary Range: $53,766 to $67,259

WHAT YOU’LL DO

The Nelson-Atkins Museum of Art seeks a strategic, service-driven leader to serve as Manager, Guest Services & Box Office, a critical role at the intersection of guest services, CRM strategy, and ticketing operations. This position oversees daily operations and long-term planning for the museum’s information desk and ticketing services while stewarding system standards and training across our Tessitura CRM platform.
As the first point of contact for hundreds of thousands of annual visitors, you’ll lead a high-performing team to deliver seamless, inclusive, and welcoming guest experiences. You’ll also develop and manage standard operating procedures (SOPs), optimize ticketing workflows, and partner cross-departmentally to ensure accurate data, smooth sales execution, and alignment with museum-wide initiatives.

KEY RESPONSIBILITIES

• Oversee scheduling, supervision, and performance of information desk and box office staff.
• Develop, implement, and maintain SOPs for guest services operations, ticketing, and Tessitura usage.
• Serve as departmental lead for Tessitura, ensuring system best practices, user protocols, and data integrity.
• Partner with Development, IT, and Education to align ticketing, membership, and CRM strategies.
• Deliver training and coaching in Tessitura and service standards in partnership with the Supervisor, Guest Services.
• Monitor visitor feedback, drive service enhancements, and support accessibility and inclusion goals.
• Produce accurate daily reconciliations, reports, and performance dashboards.