What are the responsibilities and job description for the Manager of Visitor Experience position at University of Georgia?

Posting Details

Posting Number	S14478P
Working Title	Manager of Visitor Experience
Department	SRVPAA-Georgia Museum of Art
About the University of Georgia	Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state's flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.
About the College/Unit/Department
College/Unit/Department website
Posting Type	External
Retirement Plan	TRS or ORP
Employment Type	Employee
Benefits Eligibility	Benefits Eligible
Full/Part time	Full Time
Work Schedule
Additional Schedule Information	40.00
Advertised Salary	Commensurate with Experience
Posting Date	12/19/2025
Open until filled	Yes
Closing Date
Proposed Starting Date	02/01/2026
Special Instructions to Applicants
Location of Vacancy	Athens Area
EEO Policy Statement	The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
USG Core Values Statement	The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Position Information

Classification Title	Customer Service Supervisor
FLSA	Exempt
FTE	1.00
Minimum Qualifications	Bachelor's degree in a related field or equivalent and 8 years of professional experience
Preferred Qualifications	Experience in retail operations, including merchandising and inventory management Knowledge of museum best practices and visitor engagement strategies Familiarity with accessibility and inclusion practices in public spaces Visitor services, customer service, or operations management experience in a museum, cultural institution, or similar public-facing environment.
Position Summary	The Manager of Visitor Experience at the Georgia Museum of Art is a strategic, autonomous leader responsible for shaping and delivering an exceptional, inclusive, and seamless experience for every museum guest, from arrival to departure. This role oversees all aspects of visitor engagement, including wayfinding, parking, exhibitions, amenities, gift shop interactions, and overall hospitality, fostering an environment that encourages first-time visits, repeat attendance, and positive word-of-mouth. Reporting to the Deputy Director of Business Operations, the Manager supervises the Visitor Experience Assistant, Gallery Guides, and museum shop staff, and partners closely with the security team to maintain a safe and welcoming atmosphere. Supervision and team leadership are central to this role, with a focus on staff development, performance management, and cultivating a culture of hospitality. The Manager of Visitor Experience has broad autonomy to set departmental goals, revise policies and procedures, and make high-level decisions that shape the visitor journey. This includes authority over staffing models, service design, and operational workflows to ensure alignment with institutional priorities. The Manager also leads budget planning, forecasting, and financial decision-making for the department, including oversight of the museum shop's point-of-sale systems, product development, and earned revenue strategies. As a key stakeholder in institutional development, the Manager collaborates with departments such as Exhibitions, Curatorial, Learning and Engagement, and Communications to ensure that visitor experience is integrated into all aspects of programming and operations. The role also participates in museum-wide committees focused on enhancing the visitor experience and accessibility. Key responsibilities include: Setting strategic goals and policies for the Visitor Experience Department Supervising and coaching visitor-facing staff, including hiring, training, and performance management Designing and implementing hospitality-driven service models that reflect best practices in inclusion and accessibility Managing departmental budget, financial allocations, and revenue-generating initiatives Responding to complex visitor inquiries and resolving conflicts with empathy and professionalism Driving interdepartmental collaboration to elevate the museum's public-facing experience This position requires a proactive, service-oriented leader with strong interpersonal and organizational skills, a commitment to accessibility and inclusion, and the ability to inspire a team to deliver memorable and meaningful museum experiences.
Knowledge, Skills, Abilities and/or Competencies	Hospitality, business administration, arts administration, or similar visitor focused field. Supervising and motivating teams, including hiring, training, and performance management Strong interpersonal and communication skills, with a demonstrated ability to resolve conflicts and provide excellent customer service Experience managing budgets and using point-of-sale systems Ability to work collaboratively across departments and with diverse audiences Proficiency in Microsoft Office Suite and familiarity with, or ability and willingness to learn, OneUSG Connect and the OneSource Financial Management System Familiarity with accessibility and inclusion practices in public spaces
Physical Demands	Sitting/standing for long periods of time Lifting up to 25lbs
Is driving a responsibility of this position?	Yes
Is this a Position of Trust?	Yes
Does this position have operation, access, or control of financial resources?	Yes
Does this position require a P-Card?	Yes
Is having a P-Card an essential function of this position?	Yes
Does this position have direct interaction or care of children under the age of 18 or direct patient care?	Yes
Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications)	Yes
Credit and P-Card policy	Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.
Background Investigation Policy	Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Duties/Responsibilities

Team and Visitor Experience Management

Serve as a key stakeholder in institutional development related to visitor experience.
Participate in museum-wide committees focused on enhancing accessibility and visitor satisfaction.
Supervise the Visitor Experience Assistant, Gallery Guides, and museum shop staff.
Lead recruitment, hiring, onboarding, training, and performance management.
Foster a culture of hospitality and inclusion across all visitor-facing roles.
Ensure front-line staff (Shop, Gallery Guides, Security) are well-informed and equipped to provide accurate public information.
Supervise scheduling and daily operations of front-line staff and volunteers to ensure adequate coverage and consistent presence for visitors.
Monitor staff to ensure adherence to procedures, policies, and customer service standards.
In collaboration with Learning and Engagement, establish hospitality and customer service training for all public-facing personnel.
Implement incentive and motivation plans to manage Gallery Guides' engagement.
Motivate staff to actively serve visitors and promote memberships.
Oversee parking operations to ensure a positive experience for visitors.
Ensure a seamless and welcoming experience for all guests, from arrival to departure.
Oversee wayfinding, exhibitions, amenities, and gift shop interactions.
Proactively address customer concerns and resolve issues to turn negative experiences into positive ones.
Respond to complex visitor inquiries and resolve conflicts with professionalism

Percentage of time

Duties/Responsibilities

Departmental Leadership and Strategic Planning

Set strategic goals and objectives for the Visitor Experience Department.
Revise and implement departmental policies and procedures to enhance visitor engagement.
Make high-level decisions regarding staffing models, service design, and operational workflows.
Collaborate with senior leadership to identify and execute initiatives that improve operational efficiency, visitor satisfaction, and earned revenue.
Coordinate with museum leadership to implement visitor insights that improve the visitor experience in exhibitions.
Analyze visitor data and feedback to inform strategic planning and improve services, accessibility, and engagement.
Develop and implement innovative approaches to visitor engagement, including digital tools and wayfinding.
Represent the visitor experience in museum-planning efforts, including participation in Senior Management meetings and institutional decision-making impacting the guest experience.

Percentage of time

Duties/Responsibilities

Financial and Sales Management

Create and manage the operating budget for the Visitor Experience Department, its museum-wide initiatives, and the Museum Shop.
Lead department's budget planning, financial forecasting, and decision-making.
Lead bi-weekly operations meetings to align operations with upcoming museum activities and ensure a seamless visitor experience.
Oversee museum shop operations, including point-of-sale systems, product development, and earned revenue strategies.
Oversee cash management and use reporting tools to assess financial data for Shop, Cafe, and Rentals performance.
Ensure accurate and complete opening and closing procedures.
Provide training and supervision for parking system operations.
Support and develop initiatives to increase earned revenue in Rentals and Events.
Prepare and process cost of goods reports and inventory of goods for the Museum Shop.

Percentage of time

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.

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