Assistant Director of Visitor Experience

MoMA•New York, NY

3d•Onsite

About The Position

The Museum of Modern Art is currently accepting applications for an Assistant Director of Visitor Experience. This role oversees all administrative, managerial, and performance-based aspects of the Visitor Engagement (VE) department and function for the Museum of Modern Art. This includes strategic planning and execution of Visitor Engagement goals as they relate to the overall mission of the Museum. The position regularly assesses the current state of the visitor experience, including that of members, and proactively proposes new ideas to improve and enhance the visitor experience, including that of members. Ensures that VE staff facilitate a welcoming, safe, and educational experience for visitors, members, and retail shoppers including offerings that promote audience engagement during and after the visit. In partnership with the Director of Visitor Experience and Retail Stores, this role helps coordinate admissions and ticketing practices across the Museum to support consistent policies, effective event launches, and a seamless visitor and member arrival experience.

Requirements

Prepares periodic executive-level reports, presentations, and analyses on operational performance, visitor experience initiatives, and departmental improvements.
Demonstrates willingness to work non-traditional hours, take initiative, and meet deadlines.
Experience successfully working with individuals from a wide variety of ethnic, cultural, and economic backgrounds.
Knowledge of admissions, POS, and online ticketing systems.
Ability to interact effectively with a wide range of people and personalities across all levels within and outside the Museum.
Maintains a strong presence in the Museum lobby and visitor-facing areas at least 50% of the time to interact with visitors and coach staff and managers.
Must be able to work a five-day schedule including weekends, holidays, and late evenings when necessary.
Bachelor’s degree and five or more years of relevant work experience or equivalent.

Responsibilities

Provides leadership and fosters collaboration throughout the organization in matters relating to Visitor Engagement, including connections to retail, membership, and learning and engagement activities.
Oversees functions managed by the Managers of Visitor Engagement, providing guidance and decision-making as it pertains to staffing, labor management, and cross-departmental collaboration with Membership, Retail, Digital Product, Curatorial, Marketing, Security, and Learning and Engagement teams.
Serves as a key contributor to cross-functional efforts to identify, propose, and advance innovations that improve the onsite visitor experience, drawing on visitor data, research, and frontline operational insight.
Fosters a culture of fiscal responsibility within the Visitor Experience management team while managing the financial budget during each fiscal year.
Coaches and mentors management staff to functions of excellence by providing development opportunities, assigning clear accountabilities, and providing consistent follow-up and feedback.
Cultivates a high-performing and inclusive work culture across the Visitor Engagement department by setting clear expectations for professionalism, accountability, and collaboration.
Coaches managers to effectively lead a multi-generational, unionized workforce, balancing strong visitor service standards with fair and consistent performance management practices.
Develops and updates staffing plans in partnership with the Director of Retail Stores and Visitor Experience to deliver on annual goals; partners with Human Resources and Museum Finance to secure necessary approvals for staffing decisions.
Leads efforts to build a rewarding employee experience by recruiting, developing, and inspiring a Visitor Engagement team that delivers an outstanding visitor experience and achieves qualitative and quantitative results.
Resolves visitor concerns that cannot be settled at the managerial level, including responding to patron complaints regarding ticketing or admissions issues related to pricing and visitor experience.
Partners with internal departments involved in ticketed programs and admissions operations to support consistent ticketing practices, visitor flow planning, and the implementation of admissions policies, including refund and pricing guidelines.
Performs any other duties reasonably related to the functions described above.