VISITOR EXPERIENCE MANAGER

Location Hybrid. 4 or more days a week onsite in Palo Alto, California. Reporting To Director of Operations Time Commitment Full-time Benefits Medical, dental, vision insurance. Paid holidays, vacation, sick leave. Position Summary The Palo Alto Museum seeks a dynamic and community-centered Visitor Experience Manager to help deliver exceptional customer care and visitor experiences as the Museum prepares to open in 2026. This is a highly visible, hands‑on role at a formative stage of the institution’s development and will not only oversee the daily operations of the museum floor but will also be responsible for building the sales systems, service standards, and cultural framework that define how our community interacts with our institution from the moment they walk through our doors. The Manager will oversee front‑of‑house operations and store sales, will help with the coordination of museum events, and support volunteer and docent engagement—while contributing to the development of systems, practices, and standards that will shape the Museum’s visitor experience. Working closely with Museum leadership, the Manager oversees front‑of‑house operations, volunteer coordination, museum store support, logistics of educational programs and builds and manages the visitor experience. The role actively engages diverse audiences, supports community partnerships, and ensures inclusive, high‑quality visitor interactions. As an early staff member, this role provides the opportunity to make a meaningful impact on the Museum’s programs, operations, and visitor experiences. The position also offers a chance to take on new responsibilities as the institution grows, contributing directly to the Museum’s mission, success, and impact. About the Museum Opening in 2026, the Palo Alto Museum is transforming a historic landmark into a vibrant civic, cultural, and educational hub. Through dynamic exhibitions, public programs, and experiences for all ages, the Museum explores Palo Alto stories that shape our community and the world. Join us as we preserve the past, strengthen our community today, and inspire a brighter future together. Key Responsibilities Visitor Experience & Front‑of‑House Operations Serve as a welcoming, visible presence and model excellent visitor engagement. Oversee daily front desk and admissions operations, including point‑of‑sale (POS) accuracy and daily operational readiness. Serve as the site administrator for the ticketing software, troubleshooting issues and pulling daily financial reports. Develop and implement visitor services policies, procedures, and standards (including accessibility, group visits, and safety). Act as a primary safety point of contact, actively executing security protocols and incident response. Monitor visitor flow, feedback, and experience metrics; suggest improvements. Resolve visitor questions and de‑escalate and resolve visitor concerns with professionalism and empathy. Hire, train and manage front of house staff and volunteers. Lead daily check‑in meetings with volunteers and staff to ensure daily operational communications are shared with the team. Program Logistics & Implementation Contribute to the research, and logistic planning of new programs ensuring alignment with the museum’s mission and operational capacity. Help to identify and connect with program partners and serve as museum ambassador for community events. Coordinate program logistics including internal booking of spaces, scheduling, staffing, and identifying volunteers needs. Create staff and volunteer communications about upcoming programs and contribute to marketing efforts. Coordinate and support the implementation of public programs, school visits, tours, and other museum events, ensuring a high‑quality visitor experience. Support and occasionally lead docent talks and guided experiences. Develop and maintain training materials for volunteers and docents. Track participation and support evaluation of program effectiveness. Volunteer Coordination Recruit, onboard, train, schedule, and support the needs of the volunteers and docents. Assist in the development of handbooks, policies and procedures and training materials related to the volunteer program. Administer scheduling software and internal communications to streamline volunteer assignments and engagement. Provide ongoing guidance to ensure consistent, high‑quality visitor engagement. Foster a collaborative and inclusive environment that prioritizes retention and excellence in guest experiences. Design and lead recognition initiatives (e.g., annual awards, social events) to maintain long‑term volunteer commitment. Ensure all volunteer activities align with labor laws, insurance requirements, and background check protocols. Track and report on volunteer hours and contribution metrics to support grant writing and institutional development. Museum Store Operations Support daily store operations, including sales, inventory, and merchandising. Manage daily financial reconciliation, including cash handling, point‑of‑sale (POS) accuracy, and monthly sales reporting to leadership. Identify and manage relationships with local artisans and wholesale vendors to source unique, mission‑aligned products. Maintain an inventory database and track merchandise stock levels. Train volunteers and staff in retail procedures and customer service. Operations & Administrative Support Lead the creation and review of Standard Operating Procedures (SOPs) for front‑of‑house, volunteers, and public programs to ensure institutional consistency. Act as leader and mentor to staff, volunteers and visitors around excellence in visitor experience and point for daily communications related to museum events. Maintain accurate records related to visitors, programs, and volunteers. Conduct regular “facility walks” to identify maintenance needs, exhibit repairs, or safety hazards, coordinating with the appropriate staff or vendors for timely resolution. Oversee all operational ticketing and sales transitions, troubleshooting and reporting. Contribute to a collaborative, small‑team environment. Other duties as assigned. Qualifications Experience: 5+ years in visitor services, museum education, public programs, customer service, or related public‑facing roles; experience in museums, cultural institutions, or community‑based organizations preferred. Program Coordination: Demonstrated ability to plan, coordinate, and implement public‑facing programs or educational activities. Technical Skills: Familiarity with or willingness to learn CRM, ticketing, scheduling, or POS systems (e.g. Veevart, Airtable, Salesforce); confirm with other digital tools (e.g., Airtable, Google Workspace). Professional Skills: Strong interpersonal, communication, organizational, and problem‑solving skills; able to exercise sound judgment and manage multiple responsibilities in a fast‑paced, evolving environment. Additional Requirements: Required to work weekends and evenings when open to the public for events; experience in retail, merchandising, or point‑of‑sale operations a plus. Core Attributes Visitor‑ and community‑centered; enthusiastic about engaging audiences of all ages and backgrounds. Comfortable working in a highly public‑facing, hands‑on role. Organized, proactive, dependable, and adaptable. Able to manage multiple responsibilities with composure and enthusiasm. Collaborative and flexible; thrives in a start‑up environment. Passionate about education, public programs, and community engagement. Skilled at supporting and training volunteers and docents. Committed to equity, accessibility, inclusion; and creating meaningful and welcoming visitor experiences. Compensation, Location, Benefits Compensation: $65,000–$80,000 annually, depending on experience Location: Hybrid. Four or more days on‑site in Palo Alto, California including required in‑person weekends and evenings during public hours. Benefits: Medical, dental, and vision insurance. Paid holidays, vacation and sick leave. The Palo Alto Museum is an equal opportunity employer and values diverse perspectives, lived experiences, and inclusive leadership. The Museum provides equal employment opportunities to all persons regardless of age, color, national origin, race, religion, creed, gender, sex, pregnancy, sexual orientation, marital status or any other characteristic protected by federal, state or local law. Reasonable accommodation will be provided for qualified individuals with disabilities. #J-18808-Ljbffr