Director of Visitor Experience

Norman Rockwell Museum at Stockbridge•Stockbridge, MA

24d•Onsite

About The Position

The DVE is responsible for delivering exceptional visitor experiences aligned with the Museum’s mission and core values, advancing institutional goals, strengthening audience engagement, and generating earned revenue, while supporting the care and stewardship of the Museum and its collection. This includes oversight of Visitor Services and the Museum Store as components of the visitor experience and earned revenue strategy, ensuring offerings align with audience interests, exhibition themes, and institutional values. With hands-on involvement in the Museum’s highly seasonal, day-to-day operations, the DVE balances daily, visitor-facing responsibilities with strategy and meeting earned revenue goals. The DVE is a clear communicator and effective coach who works collaboratively across teams to build strong partnerships and develop staff. With a deep understanding of the needs of Museum audiences—including members, school and group tours, event and program participants, VIPs, and community groups—as well as staff, volunteers, and cross-departmental partners, the DVE coordinates resources and directs operations to deliver visitor experiences that are welcoming, efficient, and aligned with institutional priorities. The position integrates the visitor experience across the following areas: Visitor Services Office + Ticketing Group Sales + School Group visits Museum Store + Cafe Safety & Security Museum Guides NR Studio Visitor Operations Learning & Engagement Programs Special Events & Facility Rentals Community Partnerships

Requirements

Commitment to quality customer service – presenting sincere friendliness when interacting with staff, visitors, and community.
Works well with diverse staff and publics, and exercises sound judgment, tact and diplomacy.
Possesses strong communication, writing, organizational, and interpersonal skills. Must enjoy working in a fast-paced environment and be detail oriented and highly professional.
Professional comportment and clear, concise, business-like communications skills that exude positivity with staff and the public.
Technology savvy with proven skills using Microsoft Office, POS, CRM, and ability to learn other software programs is required.
Full time, 5 days per week on site, with 6- day public operations, some evenings, one weekend day.
Comfortable standing/walking for several hours at a time, able to navigate building and grounds.
Willingness to obtain TIPs Certification.
Experience in hospitality, attraction management, education administration, retail, customer service, audience satisfaction environments, plus data-driven analytics desired.
Minimum 5 years Hospitality Management or similar experience and bachelor’s degree preferred.

Nice To Haves

Spanish speaking ability and/or any foreign language ability a plus.
Interest in visual arts and with a curiosity to learn about Norman Rockwell and illustration art.
Public safety, food service, event management, travel and leisure, relevant.
Appreciation of art desirable.
Multi-lingual a plus.