Museum Store & Guest Services Assistant Manager

The University of Tulsa • Tulsa, OK

3d • Onsite

About The Position

Gilcrease Museum is preparing to reopen following a major expansion. The Museum Store & Guest Services Assistant Manager supports the Museum Store and Guest Services Manager in establishing and operating retail and front-of-house services for the reimagined museum, which expects approximately 120,000 visitors annually and projects $500,000 in annual store sales. The store connects visitors with the museum’s story and with artists, Indigenous makers, and regional communities whose work reflects the museum’s mission.

Reporting to the Museum Store and Guest Services Manager, the Assistant Manager supports museum store and guest services operations, including admission ticketing, retail sales, online orders, inventory management, staff and volunteer support, financial controls, events, and the visitor experience. The role is full-time, based at Gilcrease Museum in Tulsa, Oklahoma, and includes regular weekend and evening work, with additional hours for events, programs, and peak visitation periods.

Requirements

• Bachelor’s degree in Business, Retail Management, Hospitality, Museum Studies, or a related field and at least two years of customer service experience; or at least three years of retail management experience.
• Strong leadership, teamwork, communication, and organizational skills.
• Excellent customer service and public engagement skills.
• Proficiency in Microsoft Office and ability to learn new software.
• Knowledge of basic retail accounting and reporting.
• Strong problem-solving, multitasking, and attention to detail.
• Ability to work independently and collaboratively.
• Enthusiasm for art, history, and museum experiences.
• Legally authorized to work in the United States and not require future employment visa sponsorship.
• Ability to carry, push, and pull up to 70 pounds and meet the position’s stated physical demands.
• Availability for a 40-hour workweek that includes weekends and some holidays, with occasional evenings and additional hours as needed.

Nice To Haves

• Bilingual.
• Experience working in a museum or other cultural institution.
• Experience managing an e-commerce site.
• Background in visual merchandising and product presentation in a retail environment.
• Experience using Tessitura, NCR Counterpoint, Shopify, or similar CRM, ticketing, and point-of-sale software.

Responsibilities

• Support and supervise guest services staff and volunteers, providing guidance and direction.
• Prepare staff to deliver consistent, welcoming visitor experiences.
• Coordinate staffing coverage during breaks, absences, emergencies, and high-volume periods.
• Oversee sales and ticketing operations when the Manager is absent, maintain operational standards, and escalate issues as needed.
• Assist the Manager with recruiting, interviewing, and hiring guest services staff.
• Support onboarding, orientation, and training for new staff and volunteers, and provide ongoing coaching on service standards and procedures.
• Support daily museum store operations, including merchandise displays, store organization, backstock, replenishment, and keeping the store visitor-ready.
• Assist with retail promotions, special sales, store events, and accurate retail transactions and ticketing activities.
• Provide backup at the admission ticketing desk and museum store; welcome visitors and promote membership, exhibitions, and public programs.
• Maintain an inclusive, accessible, and welcoming environment and respond to inquiries in person, by phone, and by email.
• Address visitor complaints, incidents, and accidents when the Manager is unavailable.
• Receive, process, track, organize, and replenish merchandise; assist with product selection, purchasing, and vendor relations.
• Process online orders by picking, packing, and shipping them accurately and promptly; respond to online customer inquiries and coordinate fulfillment with inventory availability.
• Attend relevant markets and professional conferences as needed.
• Oversee register opening and closing procedures and ensure compliance with cash-handling and deposit policies.
• Apply standard retail accounting and reporting procedures.
• Support museum events, public programs, promotions, and special sales, and coordinate store and guest services coverage during high-attendance periods and campus events.
• Work evenings, weekends, holidays, and extended hours as required.

Benefits

• Medical plan options.
• Dental plan options.
• Vision plan options.
• Retirement savings options.
• Paid time off.
• Other benefits and privileges available to University of Tulsa employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager