The Docent Program Manager serves as the central manager for all docents programs at the CMA, including Public Tours, School Tours, University Tours, and the Education Art Collection Programs Art Cart and Art to Go. This position plays a significant role in enhancing, deepening, and managing relationships with docent volunteers. Working closely with departmental, Public & Academic Engagement, and Visitor Services colleagues, the Docent Program manager acts as primary liaison/point of contact for docents. The position develops, maintains and shares training and tour schedules, as well as records and reports, and responds to docent's general questions and organizational need. This position also plays an important role in the experience of tour groups across all decent programs, greeting groups as they arrive while confirming that docents show up for and are oriented to their program and group assignments.

Requirements and key Competencies

Bachelor's degree and three to five years related experience and/or training or equivalent combination of education and experience is required.

Strong written, verbal, and interpersonal communication skills; ability to communicate tactfully with colleagues, volunteers, community partners, and visitors.

Ability to maintain comprehensive department budgets, able to understand and appropriately forecast both expenses and revenue, and proven ability to work within a budget given dynamic operating conditions.

Excellent attention to detail, organizational and time management skills. Ability to assess priorities, manage multiple projects simultaneously, work well under pressure, and ask for help when needed.

Proficiency in Microsoft Outlook and Office Suite (Word, PowerPoint, Excel, etc.) and the ability to agilely learn new software programs as needed. Previous experience with database management as well as basic office equipment is also required.

Collaborative skills and mindset; Ability to adapt to a variety of situations, working well with colleagues in dynamic, creative teams, ply the flexibility to work independently as needed.

Ability to receive input and feedback from various sources and channel feedback into actionable strategies.

Responsibilities

Program Management

• Serves as the face of the docent program. Creates a welcoming, positive, and supportive environment for docents while upholding policies and best practices for the benefit of CMA's visitors. Serves as an accessible first point of contact, and daily on the floor manager, for docents. Is able to offer tours and programs in the event of cancellations.
• Develops, oversees, and maintains a yearly training calendar relevant for docents across programming areas in consultation with docent programs staff. Manages timeline and any changes to schedule.
• Serves as the primary education for core training that supports all docents (including some nights and weekends). Can model excellent tours and programs that set an example for docents.
• Anticipates and address docent issues, with an eye towards maintaining consistent and fair expectations for all docents for visitor's benefit.
• Maintains open communication channels between staff and docents, especially through the newsletter "What's On". Sets regular meetings with Docent Program Staff to ensure smooth operation of the program. Is the regular staff point of contact at the Docent Advisory Board Meetings.
• Serves as the primary contact between docents, volunteer & visitor services, gallery guards, exhibitions, and philanthropy - communicating and consulting with the Director of Interpretation and Adult Programs and Docent Programs staff as necessary.
• Oversees and manages docent roster, including the recruitment and onboarding of regular new docent classes.
• Tracks and maintains docent records ensuring that all docents are up to date on their training, commitment letters, and tour/program commitments.
• Oversees and manages the docent evaluation process. Partners with the Director of Interpretation and Adult Programs, as well as Docent Programs staff, to develop evaluation metrics, communicate process and timeline to docents, conduct docent evaluations, schedule team review of evaluation, and share feedback with docents.

Department Administration

• Track and manage program budgets related to the museum's docent programs.
• Trach and report program statistics. In conversation with the Director of Interpretation and Adult Programs, partner with colleagues in Research and Evaluation to research, develop, and assess the impact of programs.
• Monitors national trends with docent programs, with an eye to CMA;s reputation, and serves as staff liaison at the National Docent Symposium.
• In conversation with the Director Interpretation and Adult Programs and Docent Programs staff, identify marketing and accessibility needs to make programming available and accessible to the broadest possible audience.
• In conversation with the Director of Interpretation and Adult Programming identify and articulate the ways that docent programs meet institutional strategic goals and identify new areas of opportunity.
• Works with Director of Interpretation and Adult Programs and the CMA Department of Research and Evaluation to better understand visitor needs and identify opportunities to serve new and exiting audiences.
• Works with Director of Interpretation and Adult Programs to set, and uphold, policies and procedures consistent with institutional practices at CMA that govern the institution.
• Serve as a mentor for interns, and early career staff, finding meaningful ways to develop their skills so their time at the Cleveland Museum of Art prepares them to play a role in the field.

Full-time Benefits include: