Guest Experience Supervisor

Job DetailsJob Location: 1839 FRANKFORT AVENUE - LOUISVILLE, KY 40206Position Type: Full TimeGuest Experience Supervisor Location On-site - Louisville, KY About the Role The Dot Experience - part factory tour, attraction, museum and center for education - has a mission to change perspectives about blindness and empower individual action toward a world that welcomes everyone. The Dot Experience design and opening aims to set new standards for accessibility and inclusion. This new attraction is scheduled to open in fall 2026. It is nested within the structure of American Printing House, serving as the headquarters’ new front door, and operates as a component part of the organization. We’re looking for a detail-oriented and mission-aligned personality to support the Dot Experience Director in this exciting start-up phase by delivering high-quality visitor experience, from first interactions with welcoming staff to final purchases in a uniquely accessible gift shop. Reporting to the Dot Experience Director, this role oversees the areas of ticketing, group welcomes, retail sales and special events. Acting as a bridge between leadership and frontline execution, you’ll help ensure all visitor interactions are aligned with The Dot Experience’s vision and mission, and continuously improves the guest experience through operational excellence, accessibility, and inclusive practices. The position requires flexibility to work evenings and weekends. Key Responsibilities Lead daily visitor experience operations, ensuring exceptional, welcoming, accessible, and inclusive service from arrival through departure. Supervise, train, and cross-train staff to support tours, educational programs, retail operations, ticketing, and special events. Oversee ticketing, merchandise sales, and accessible merchandising standards, including APH’s unique product tagging and labeling systems; resolve visitor concerns and identify opportunities to enhance the guest experience. Coordinate and support special events, overseeing visitor-facing operations, ticketing, gift shop displays, merchandise offerings, and event logistics as assigned. Track and evaluate visitor data through the POS system; prepare reports, provide insights to leadership, and oversee monthly and annual budgeting. Develop and implement policies, procedures, and operational improvements that enhance efficiency, accessibility, inclusion, and the overall visitor experience. Model and advance the museum’s mission-driven approach to accessibility and inclusion, recommending improvements to visitor experiences, event logistics, and market spaces. QualificationsRequired Qualifications 3+ years of combined experience in museum guest relations and retail management or a related profession on a comparable scale. 2+ years experience with online retail tools. Proven success managing inventory, daily cash drawers, deposits, and transactions. Experience supervising staff or volunteers. Note: A combination of education, training, and experience may be considered when competency in the role is demonstrated. Preferred Qualifications Bachelor's degree in Hospitality Management, Museum Studies, Business Administration, Retail Management, Communications, or a related field. Excellent communication and interpersonal abilities. Understanding of disability, accessibility, inclusion, and equity. Perspective on museum operations and the cultural impact of museums. Budgeting and financial management experience. About APH At the American Printing House for the Blind (APH), we believe access to the right tools and information at the right time can change lives. Every day, we work to break down barriers and empower students, families, adults, and educators—creating a future that belongs to everyone. From braille and large-type books to cutting-edge digital tools, our products and services reach people who are blind or low vision across the U.S. and beyond. If you're passionate about quality, innovation, and impact—you belong here. Compensation & Benefits $56,000 - $70,000 annually (based on experience and qualifications) Benefits Highlight Employer subsidized insurance (with family planning benefits) HSA and FSA options with company contribution 4 weeks PTO + 11 paid holidays 401(k) plan with company match and immediate vesting Competitive dental and vision plans Company-provided short-term disability and basic life insurance Voluntary life and accidental death & disability insurance Health and well-being initiatives Public Service Loan Forgiveness employer Voluntary pet insurance Accessibility & Inclusion We welcome applications from individuals of all backgrounds and identities. APH is committed to providing equal employment opportunities to all qualified candidates. #J-18808-Ljbffr