Visitor Experience Systems Manager

Job Description

Job Description

We have an opening for a Visitor Experience Systems Manager who will oversee Box Office operations and the ticketing system, support the Visitor Experience (VE) team with special projects, daily operations, and initiatives that ensure a welcoming, accessible, and authentic experience for all MCA visitors. To be successful in this role, you will:

Systems:

• Maintain oversight of VE procedures for ticketing setup of museum admission and programs.
• Represent VE at internal and external meetings and events requiring ticketing services.
• Execute ticketing setup for museum admission, performances, events, and ticketed rental events.
• Create and maintain ticket designs for physical and e-tickets in ticketing software, collaborating with Creative and Design as needed.
• Stay updated on technology trends and best practices related to ticketing and box office procedures.
• Work with Information Technology department on system and hardware updates impacting VE.
• Leverage ticketing system to generate reports at the request of the Director of Visitor Experience and/or Senior Director of Audience Experience, providing timely updates on audience numbers and sales.

Box Office:

• Oversee and execute audience plans for performance, programs, and rental events.
• Oversee capacity and comp lists for public programs.
• Oversee pre and post communication for visitors.

VE Team Leadership:

• Supervise, mentor, train, and oversee direct reports including special projects and staff management to ensure effective operation and accountability for results.
• Ensure staff are informed about museum exhibitions, programs, and activities.
• Provide specific training on ticketing systems, equipment, and data entry. Support ongoing training efforts and serve as a role model for VE Assistants and Associates.
• Ensure daily safe count; report under/over errors to Finance and Accounting.
• Assume the role of VE Manager on designated days or as needed, overseeing visitor experience and ensuring a positive experience for all guests. Responsibilities include managing staff, addressing visitor concerns, and implementing service improvements.
• Support daily schedule coordination including covering lunches, breaks, callouts, and events. Assist with beginning and end of day activities.
• Serve as manager on duty for performances and events.
• Stay informed about Visitor Experience and Box Office policies, procedures, membership details, and MCA security and emergency protocols.
• Ensure effective use of communication tools for Visitor Experience.
• Maintain Knowledge of Current Exhibitions: Stay informed about ongoing exhibitions by reviewing gallery guides and catalogs, and by participating in educational events and curator tours.

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

• 3 to 5 years of supervisory experience managing customer service activities.
• Prior experience with point-of-sale and ticketing systems. Strong Tessitura experience preferred.
• Highly organized with the ability to anticipate needs, act proactively in a fast-paced environment, and manage workload to meet deadlines.
• Excellent verbal and written communication skills; ability to interact effectively with visitors and all levels of staff.
• Proficiency with Microsoft Office 365.
• Ability to perform occasional light lifting.
• General mobility throughout the museum.

BENEFITS OF WORKING AT THE MCA INCLUDE:

• Individual and MCA-provided retirement savings plans.
• Paid time off.
• Pre-tax, reduced rate parking and Ventra/Metra benefits.
• Free admission to MCA exhibitions for yourself and guests.
• Free admission to many special and member events.
• Reduced price tickets to MCA Stage performances.
• Discounts on dining in Marisol and in our award-winning MCA Store.
• Access to our onsite library.
• Opportunities to attend curator-led staff tours.
• Free or discounted admission to many other cultural institutions across the United States.

Full-time staff are also eligible for a robust benefits package that includes health, dental, and vision insurance plus free life, AD&D, short-term and long-term disability insurance.

This is a full-time position with a schedule determined by department and operational needs, which may include evenings and weekends, with occasional additional hours as required. This position is eligible for a hybrid work arrangement per the Remote Work Policy.
40 hours per week.