Visitor Services Manager

The Visitor Services Manager is responsible for overseeing visitor engagement at the Front Desk and building relationships with museum visitors. In addition to providing excellent customer service, the Visitor Services Manager will assist the Visitor Services Director in supervising staff, conveying the Museum’s mission to educate people of all ages and backgrounds about Jewish heritage and the Holocaust, and ensuring the smooth operation of the Visitor Services department. The Manager works onsite for a Sunday through Thursday schedule.

Responsibilities:

• Work with the Visitor Services Director to oversee daily visitor flow, manage admissions processes, and coordinate with other departments on ticketing processes, membership programs, educational programs, security, retail, etc.
• Maintain high standards for visitor interactions by greeting and orienting guests, responding to inquiries (in person, by phone, and email), and resolving issues to ensure a positive experience
• Manage front-of-house operations, including selling tickets and memberships, processing transactions, reconciling cash drawers, and preparing daily reports and deposits.
• Train, supervise, and support Visitor Services staff, ensuring consistent understanding of policies, procedures, and museum activities.
• Collaborate with the Visitor Services Director and Education team to facilitate group (school and adult) visits and develop strategies to improve visitor engagement and satisfaction.
• Track visitation numbers and assist in creating weekly/monthly data reports
• Serve as a communication liaison between Visitor Services and other departments, sharing feedback, operational updates, and visitor concerns.
• Ensure front desk, coat check, and related workstations are clean, well-stocked, and organized with necessary supplies and resources.

Requirements:

• Bachelor’s degree required or relevant equivalent experience
• Minimum 2 years of leadership experience in a visitor service focused capacity required (at a museum or cultural institution preferred)
• Excellent communication (verbal and written), customer service, teambuilding, and conflict resolution skills
• Strong organizational and computer skills including experience with CRM systems (Altru preferred)
• Must have flexibility to work holidays and select special events outside of normal hours of operation

Position Details:

• Reports to: Visitor Services Director
• Salary compensation range $50,000 – $62,500 with generous benefits
• Schedule: Sunday – Thursday, 40 hour a week – (select holidays and evenings required)

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 letter of interest to: humanresources@mjhnyc.org with “Visitor Services Manager” in the subject line.