Manager, Visitor Services

Museum of Science, Boston

www.mos.org

Innovation and creativity come from the unique perspectives of a diverse staff. We value your perspective.

Who We Are

As science and technology increasingly shape our lives, the Museum of Science strives to equip and inspire everyone to use science for the global good while keeping up with the pace of change.   Among the world’s largest science centers and New England’s most attended cultural institution, we engage nearly five million people a year – at Science Park and in museums around the world, in classrooms, and online.

The Museum’s singular location connecting Boston and Cambridge puts us at the junction of some of the world’s most influential academic institutions and industries, local and state government, schools, and the public. Trusted by each sector, we are ideally positioned to convene, inspire, and create meaningful experiences for all.  Come join us on our mission to inspire a lifelong love of science in everyone and living our vision for a world where science belongs to each of us for the good of all of us.

Why We Need You

The Visitor Services Manager plays a critical leadership role in delivering a seamless, welcoming, and operationally excellent guest experience across the Museum. This role leads front-line teams while owning performance management, operational execution, and continuous improvement, ensuring our people, systems, and services scale effectively with the needs of our audiences and the institution.

What You’ll Accomplish

• Lead and develop high-performing Visitor Services teams through coaching, accountability, and structured performance management.
• Own operational excellence across admissions, ticketing, information services, and publicfacing venues.
• Manage workforce operations including scheduling, payroll, and time & attendance accuracy.
• Analyze operational and sales metrics and translate insights into improvements.
• Serve as an escalation point for complex guest and employee issues.
• Partner with HR and senior leadership on employee relations and compliance.
• Drive continuous improvement and strategic initiatives.
• Model effective delegation and prioritization, balancing visibility on the floor with accountability for team performance, systems, and sustained operational results

Schedule: Tuesday-Saturday

What We’re Looking For (Competencies)

• People Leadership & Development: Builds trust, sets clear expectations, and develops others through coaching, feedback, and accountability. Actively identifies talent, supports growth, and addresses performance issues directly and constructively.
• Operational & Strategic Thinking: Understands how daily decisions impact broader operational, financial, and guest experience outcomes. Uses data and judgment to prioritize, adjust, and improve systems and processes.
• Execution & Follow-Through: Brings structure to complex environments, ensures work gets done consistently and correctly, and holds self and others accountable for results.
• Communication & Influence: Communicates clearly and confidently with front-line staff, peers, and leaders; navigates difficult conversations with professionalism and clarity.
• Problem Solving & Judgment: Assesses situations quickly, balances guest needs with operational realities, and makes sound decisions in high-volume, fast-paced environments.

Job-Specific Requirements

• Demonstrated experience managing and developing front-line teams in a high-volume, customer-facing environment
• Experience with performance management, coaching, documentation, and employee relations
• Experience overseeing scheduling, payroll, and time & attendance processes
• Strong operational aptitude, including cash handling, revenue controls, and point-of-sale systems
• Proficiency with systems such as Ticketure, Salesforce, Smartsheet, scheduling tools, and Microsoft Office
• Ability to work a flexible schedule including weekends, holidays, and peak operational periods

How We Work-Our Values

Mission-Focused: We inspire a lifelong love of science in everyone.

Audience-Driven: Everything we do begins with the people we serve.

Innovative: We are curious, take smart risks, share responsibility, and own outcomes.

Generous: We offer time and energy towards common goals.