The Director of Visitor Services is a senior management position responsible for overseeing all aspects of the visitor experience at the Museum of Jewish Heritage including managing the visitor services team, ensuring smooth operations, implementing customer service standards, and driving strategies to optimize visitor satisfaction and engagement across all touchpoints.

Responsibilities:

• Hire, train, and supervise the visitor services team both in practical operations and in how to effectively communicate the Museum’s mission; facilitate understanding of policies and procedures
• Oversee daily visitor flow, manage admissions processes, and coordinate with other departments on ticketing processes, membership programs, educational programs, security, retail, etc.
• Set and maintain high standards for visitor interactions, addressing complaints, and ensuring a positive visitor experience
• Identify opportunities to improve the visitor journey, developing programs and initiatives, and analyzing visitor feedback to inform future strategies
• Manage department budget, track admissions and attendance, and provide regular reports to senior leadership
• Collaborate with marketing team to promote visitor programs and events
• Input and analyze visitor data to identify trends and opportunities for improvement
• Actively greet the public and provide an orientation to the Museum
• Partner with education team to provide smooth arrivals and departures for school and adult groups
• Build partnerships with hospitality and tourism partners around NYC to understand visitation trends
• Ensure that the coat room and Front Desk area are clean and stocked with exhibition rack cards, program calendars, membership brochures, and related visitor information

Requirements:

• Bachelor’s degree required; master’s degree in relevant discipline or equivalent work experience preferred
• Minimum 5 years of recent leadership experience in a related manager and visitor service focused capacity required
• Work experience in a public-serving cultural institution preferred
• Demonstrate knowledge of current trends and best practices for increasing visitor attendance, engagement, and satisfaction and measuring visitor experience
• Excellent organization, planning, and administrative skills; able to prioritize and coordinate multiple activities and meet deadlines
• Well-developed verbal and written communication skills; strength in relationship building and teamwork.
• Must be able to work a flexible schedule to include weekends, holidays, and special events
• Must have working knowledge of the MS office products and other related applications, knowledge of ticketing systems, and CRMs

Position Details:

• Reports to the Vice President, Education and Visitor Services
• Supervises: Manager, Visitor Services; Visitor Services Coordinators and Representatives
• Salary compensation range $80,000 – $95,000 with generous benefits
• The successful candidate will expect to work onsite. (Limited/occasional telecommuting arrangements may be considered.)

The Museum of Jewish Heritage is an equal-opportunity employer. As a cultural institution that teaches about the dangers of intolerance, the Museum is dedicated to promoting diversity, multiculturalism, and inclusion in its hiring practices.

For consideration, qualified candidates should submit a resume and a letter of interest with Director of Visitor Services in the subject line to: humanresources@mjhnyc.org