Manager, Visitor Experience

Cleveland Museum of Natural History•Cleveland, OH

4d•$45,000 - $47,840

About The Position

The Manager of Visitor Experience provides day-to-day leadership, training, and coordination for the Visitor Experience team. This position supervises the Visitor Experience Team Leads and Associates, serves as a point of escalation for operational issues, and works in partnership with the Senior Manager of Visitor Experience to keep the team aligned with department goals and the museum's broader mission and values.

Requirements

Minimum of 3-4 years of customer service, hospitality, or guest-facing experience required.
Minimum of 1-2 years in a supervisory, lead, or team-lead capacity required.
Strong coaching, training, and people-development skills.
Strong organizational skills and attention to detail.
Excellent verbal and written communication skills.
Sound judgment with a collaborative style that fosters teamwork and cooperation beyond the immediate team to the broader organization.
Ability to build and uphold a positive, efficient work environment characterized by clear communication, mutual respect, and support.

Nice To Haves

Bachelor's degree preferred; Associate's degree or equivalent combination of education and experience considered.
Demonstrated proficiency in Altru or other ticketing software preferred, and the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Responsibilities

Manage weekly and monthly Visitor Experience team schedules, utilizing attendance trends, business forecasts, and operational data to support staffing needs and service goals.
Act as a key operational leader and point of escalation for day-to-day visitor, staff, and facility-related issues, ensuring effective resolution.
Provide top-notch guest service to all museum visitors, troubleshooting escalated issues related to tickets, memberships, and other guest concerns, and de-escalating situations as needed.
Supervise, coach, and support Visitor Experience Team Leads and Associates, fostering a positive, guest-focused, and collaborative work environment.
Support performance management and employee development initiatives, including performance reviews, corrective action, performance improvement plans, hiring, and succession planning, in collaboration with the Senior Manager.
Support the administration and maintenance of the point-of-sale (POS) system (Altru), including the setup and management of programs, events, memberships, discounts, promotions, and related configurations.
Support third-party systems and integrations, including e-ticket confirmations, survey distribution platforms, and other guest communication tools, while assisting with troubleshooting, testing, and system updates.
Assist with ongoing operational and data reporting.
Lead training implementation for the team, maintaining departmental standards and supporting the development and upkeep of standard operating procedures.
Lead new staff onboarding, including building out 30/60/90-day plans and check-ins.
Identify training gaps, collaborate with Team Leads on floor-level training reinforcement, and recommend operational improvements.
Hold routine 1:1s with team members to support performance, development, and day-to-day needs.
Escalate emergencies and safety concerns from the floor to Senior Management and relevant departments as needed.
Perform other related duties as assigned.