Urban Civil Rights Museum - Manager, Vistor Services

National Urban League • New York, NY

61d

About The Position

In 2026, the National Urban League will open the Urban Civil Rights Museum in Harlem (UCRM) as New York’s first museum dedicated to civil rights – and one of the first in the nation to focus on the history of civil rights in the North. The Urban Civil Rights Museum will tell the story of the struggle for civil and human rights in urban environments across America. It will empower people to continue to struggle to improve their lives and the lives of all Americans. It will be a place where you can see and feel the work of the many people who fought for justice in urban centers in the North, a place to reflect on past civil rights efforts, to imagine new possibilities of collective work and to inspire future action. The Urban Civil Rights Museum in Harlem seeks an enthusiastic, experienced, and organized Manager, Visitor Services to oversee the museum’s visitor experience program. The Visitor Services Manager is responsible for visitor engagement at the front desk and reception areas, supervising admissions and ticketing, and building relationships with museum visitors from a range of backgrounds.  They will work closely with local organizations and tour operators to book regular group and individual tours. They will function as a liaison to the public before and during public programs, overseeing and assisting with set-up and cleanup of events and AV coordination. They will work closely with museum facilities and security to welcome guests and create a positive and seamless visitor experience. The Visitor Services Manager will supervise visitor services staff, who will convey the Museum’s mission to share civil rights history and the stories of creative resistance with people of all ages and backgrounds. The position is year-round and includes evening and weekend hours for event support as determined by the Museum needs and by the Museum’s tour and public programming schedule.

Requirements

• Bachelor’s degree (required) or Master’s degree (preferred) in museum studies, business, marketing, sales, hospitality, public affairs, communications, public history.
• Minimum 3 years of leadership experience in a visitor service focused capacity required (at a museum or cultural institution preferred)
• Experience working with the public, especially with diverse communities in New York and beyond.
• Familiarity with local area and neighborhoods.
• Experience with tour operators and networks.
• Knowledge of current Museum Visitor Services standards
• Excellent communication (verbal and written), customer service, teambuilding, and conflict resolution skills.
• Must be able to interact and communicate with a wide range of people, inside and outside of the organization.
• Must be able to plan, prioritize, organize, and execute multiple initiatives simultaneously and independently.
• Strong organizational and computer skills including experience with CRM systems.
• Must demonstrate maturity, professionalism, and solid judgment.
• Must be a self-starter and act independently.
• Must have flexibility to work evenings, weekends, and holidays and select special events outside of normal hours of operation.
• Prolonged periods standing, walking, or sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• May need to work evenings, weekends, or holidays.

Responsibilities

• Work with the UCRM staff to oversee daily visitor flow, manage admissions processes, and coordinate with other departments on ticketing processes, membership programs, educational programs, security, retail, etc.
• Maintain high standards for visitor interactions by greeting and orienting guests, responding to inquiries (in person, by phone, and email), and resolving issues to ensure a positive experience.
• Manage front-of-house operations, including selling tickets and memberships, processing transactions, reconciling cash drawers, and preparing daily reports and deposits.
• Train, supervise, and support Visitor Services staff, ensuring consistent understanding of policies, procedures, and museum activities.
• Collaborate with the Education team to facilitate group (school and adult) visits and develop strategies to improve visitor engagement and satisfaction.
• Track visitation numbers and assist in creating weekly/monthly data reports.
• Serve as a communication liaison between Visitor Services and other departments, sharing feedback, operational updates, and visitor concerns.
• Ensure front desk, coat check, and related workstations are clean, well-stocked, and organized with necessary supplies and resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees