Head of Operations **URGENT**

At the Philadelphia Museum of Art, we actively seek to employ a diverse group of people who embody our organizational values. We welcome and encourage individuals of all backgrounds to apply, especially those from marginalized and underrepresented groups in the museum field, who are inspired by our shared purpose and enjoy working collaboratively with others.

All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status.

The Manager of Visitor Operations models superior customer service while ensuring a welcoming atmosphere for visitors in all public areas throughout the museum. In collaboration with the Assistant Managers of Visitor Operations, they coordinate the activities of the Visitor Experience team and monitor the visitor experience throughout the museum, redeploying staff resources as necessary to ensure a friendly, comfortable, informative, and efficient experience for all.

The Manager of Visitor Operations plans for times of peak attendance, exhibitions, programs, special events, and other daily operational needs. They serve as the final operational point of contact and decision-maker before escalation to the Director of Experience and Growth for complications that arise in the admissions area and throughout the public areas of the museum, including software or equipment malfunctions, gallery experience, crowd management, staff concerns, and resolving visitor concerns

Floor Duties

• Lead the Visitor Experience team by demonstrating extraordinary customer service skills. In collaboration with the Assistant Managers of Visitor Operations, lead and oversee the Visitor Experience team and provide guidance, direction, and support throughout daily operations.
• Serve as the final operational point of contact and decision-maker before escalation to the Director of Experience and Growth when significant visitor, staff, ticketing, or operational concerns arise.
• Support line management, admissions operations, coat check, visitor wayfinding, gallery experience, and other front-of-house functions throughout the museum.
• Troubleshoot and coordinate responses to software, ticketing, equipment, and other operational issues affecting the visitor experience.
• Oversee daily opening and closing procedures and ensure that all Visitor Services workstations and public-facing areas are prepared for operation.
• Respond to visitor concerns and complaints with professionalism and good judgment, providing appropriate service recovery and involving the Director of Experience and Growth or other museum leadership when necessary.
• Administrative Duties
• Oversee the scheduling and deployment of the Visitor Experience team for daily operations, special events, programs, and other shifts as needed, and continuously evaluate staffing practices to improve coverage, efficiency, consistency, and staff support.
• Plan for exhibitions, programs, special events, periods of peak attendance, operational changes, and other circumstances that may affect staffing or the visitor experience.
• Oversee the development and implementation of onboarding, ongoing training, coaching, and professional development for the Visitor Experience team, ensuring staff are prepared in customer service, museum procedures, admissions operations, ticketing systems, accessibility practices, and the technical aspects of their positions.
• Develop, update, and communicate departmental procedures, reference materials, and operational guidance.
• Oversee the daily operation and continued improvement of admissions, ticketing, point-of-sale, and related Visitor Services systems.
• Work with the Departmental Coordinator and Assistant Managers of Visitor Operations to ensure continuity of essential departmental administrative functions. Provide coverage for the department’s main phone line, email account, and related functions when necessary.
• Work as a liaison for museum operations, outside partners, visitors, and departments including Protection Services, Facilities, Information Technology, Special Events & Dining, Membership, Education, Advancement, Retail, Parking and other areas as appropriate.
• Outstanding customer service skills; at least three years of customer service experience.
• At least two years of experience supervising or managing employees.
• Experience coordinating staff schedules, deployment, or front-of-house operations in a high-volume public-facing environment preferred.
• Fluency in English; other language skills are a plus.
• Good computer skills; familiarity with point-of-sale, admissions, ticketing, and scheduling software is a plus.
• Proficiency with Microsoft Outlook, Excel, Word, Teams, SharePoint, and other Microsoft 365 applications preferred.
• Interest in art or a related field preferred.
• Regular evening and weekend work required based on museum hours, programs, exhibitions, and special events.

This position is Full-Time, Exempt, and 35 hours per week.

Able to remain stationary for extended periods of time, to utilize computers and other office equipment required of this job, to perform physically administrative duties in a typical interior office environment, gallery, or exhibit space, and to access most public and staff areas of the museum campus

Upholds the professional standards of the field, always acts in a manner that is consistent with the best interests of the museum and protects and enhances its reputation and standing within the community of museums.

Shows respect for co-workers and visitors and an understanding of and appreciation for the diversity of the museum’s staff, volunteers, and audiences.

Adheres to all museum protocols, procedures, rules, and policies.

Application Timeline

Applications will be reviewed on a rolling basis. Free general admission to the museum for you and your immediate family

Discounts at the museum restaurant, museum cafés, and museum retail and online stores

Medical, dental, and vision benefits

Fully paid short-term disability insurance, long-term disability insurance, and life insurance

Health savings or flexible spending account program

Retirement savings program with museum match

Paid vacation, personal days, sick days, and holidays

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