Visitor Engagement Manager at Eastern State Penitentiary Historic Site

Philadelphia, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Museum Operations Management, Staff Management, Visitor Engagement, Customer Service, Training, Performance Management, Communication, Problem Solving, Team Coordination, Event Management, Emergency Handling, Cross-Department Collaboration, Scheduling, Public Facing Roles, Cash Handling, Dynamic Environment

Industry

Museums;Historical Sites;and Zoos

Description

Job Details Job Location: Philadelphia, PA 19130 Job Summary: The Visitor Engagement Manager is responsible for overseeing the day-to-day operations of the visitor experience, ensuring exceptional service at all times. This includes managing the Visitor Engagement Coordinator and Associates, coordinating daily staff schedules, and addressing visitor concerns in real-time. The role also involves training and supervising staff, managing opening and closing procedures, and working collaboratively across departments to address and resolve issues impacting the visitor experience. Duties & Responsibilities: Museum Operations Management: Point person for radio communication, emergencies, and daily scheduling of public facing staff. Open and close the building, ensuring smooth transitions at the beginning and end of the day. Manage daily operations and facilitate daily frontline team meetings to ensure smooth implementation of day-to-day visitor activities including group tours, events and special programs. Work closely with facilities, group sales and learning and engagement teams to communicate real-time issues and ensure the museum is in optimal condition for visitors and staff. Coordinate across departments to ensure the safety of staff and visitors, handling any incidents or emergencies, and escalating to supervisors as needed. Staff Management: Hire, train, supervise, and manage Visitor Engagement Coordinator and Visitor Engagement Associates, including performance management. Develop and implement training programs for frontline staff to enhance performance and service quality. Coordinate and assign daily tasks for Visitor Engagement and Education staff, ensuring high-quality delivery of visitor experience. Monitor performance of Visitor Engagement, Education, Retail and Events staff addressing issues in real time, and escalating to supervisors as needed. Work closely with the Visitor Engagement Manager, Education Manager, Events Manager, and Retail Manager to provide staff feedback. Ensures compliance with the United Steelworkers (USW) Collective Bargaining Agreement (CBA) in day-to-day operations and staff supervision. Visitor Engagement and Experience: Act as the primary point of contact for issues related to the visitor experience, ensuring communication with the Associate Director of Museum Engagement and taking steps to resolving issues in real-time. Works with the Education Manager and the Senior Manager of Program Development to deliver exceptional programming and visitor engagement activities, train staff on implementing these programs, and communicate information about special events and programs to frontline staff. Collaborate with group sales team to ensure that scheduled programs and tours are available and effectively managed. Assisting the Retail Team when needed. Ensure exemplary customer service to visitors by training and supporting frontline staff. Handle visitor inquiries and assist with troubleshooting customer service issues. Leading Visitor Engagement programming when needed. Qualifications Bachelor’s degree in a related field (e.g., Museum Studies, Hospitality, Public History) or equivalent experience. Minimum of 3 years of experience in museum operations, visitor engagement, or related field, with a proven track record in staff leadership and increasing responsibility in public-facing roles. Some Experience in managing or coordinating a team, with a focus on training and performance management. Demonstrated ability to work in a dynamic, high-traffic environment, handling various tasks simultaneously. Previous experience with ticketing, cash handling, and front-line service operations is preferred. Experience working with cross-departmental teams to ensure seamless service delivery. Physical Requirements: Ability to sit for prolonged periods of time. Ability to walk all aspects of the 10 acre site each day. Ability to work in space where temperatures may vary to cold and hot Ability to lift up to 10 pounds EEO Statement Eastern State Penitentiary Historic Site Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, gender identity, gender expression, arrest record or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. ESPHS strongly believes in second chances and, as such, is committed to providing appropriate employment opportunities to those who have been incarcerated. As a condition of employment, all individuals who accept an employment offer must complete a criminal background check. Eastern State will review any criminal record and make appropriate employment decisions in accordance with applicable law and its policies. Other duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Eastern State Penitentiary employees are expected to be flexible and to take on additional duties as assigned, according to the organization’s needs and the staff member’s skills and abilities.

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Responsibilities

The Visitor Engagement Manager oversees day-to-day operations of the visitor experience, ensuring exceptional service and managing staff. This includes coordinating schedules, addressing visitor concerns, and collaborating across departments.