Manager, Visitor Services

Museum of Science • Boston, MA

2d • $65,000 - $80,000

About The Position

The Visitor Services Manager plays a critical leadership role in delivering a seamless, welcoming, and operationally excellent guest experience across the Museum. This role leads front-line teams while owning performance management, operational execution, and continuous improvement, ensuring our people, systems, and services scale effectively with the needs of our audiences and the institution.

Requirements

• Demonstrated experience managing and developing front-line teams in a high-volume, customer-facing environment
• Experience with performance management, coaching, documentation, and employee relations
• Experience overseeing scheduling, payroll, and time & attendance processes
• Strong operational aptitude, including cash handling, revenue controls, and point-of-sale systems
• Proficiency with systems such as Ticketure, Salesforce, Smartsheet, scheduling tools, and Microsoft Office
• Ability to work a flexible schedule including weekends, holidays, and peak operational periods
• People Leadership & Development : Builds trust, sets clear expectations, and develops others through coaching, feedback, and accountability. Actively identifies talent, supports growth, and addresses performance issues directly and constructively.
• Operational & Strategic Thinking : Understands how daily decisions impact broader operational, financial, and guest experience outcomes. Uses data and judgment to prioritize, adjust, and improve systems and processes.
• Execution & Follow-Through : Brings structure to complex environments, ensures work gets done consistently and correctly, and holds self and others accountable for results.
• Communication & Influence : Communicates clearly and confidently with front-line staff, peers, and leaders; navigates difficult conversations with professionalism and clarity.
• Problem Solving & Judgment : Assesses situations quickly, balances guest needs with operational realities, and makes sound decisions in high-volume, fast-paced environments.

Responsibilities

• Lead and develop high-performing Visitor Services teams through coaching, accountability, and structured performance management.
• Own operational excellence across admissions, ticketing, information services, and publicfacing venues.
• Manage workforce operations including scheduling, payroll, and time & attendance accuracy.
• Analyze operational and sales metrics and translate insights into improvements.
• Serve as an escalation point for complex guest and employee issues.
• Partner with HR and senior leadership on employee relations and compliance.
• Drive continuous improvement and strategic initiatives.
• Model effective delegation and prioritization, balancing visibility on the floor with accountability for team performance, systems, and sustained operational results

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed