Supervisory Visitor Services Coordinator (IS-1001-11)

Smithsonian Institution•Washington, DC

15d•$85,447 - $111,087•Onsite

About The Position

This position is located in the Visitor Experience Department, within Smithsonian’s National Zoo and Conservation Biology Institute (NZCBI). The Visitor Experience department is responsible for planning, creating, implementing and managing a wide range of services and programs that are designed to enhance visitor experience at the National Zoo, including Visitor Services, Visitor Education and Learning, and Volunteer Programs. The incumbent is responsible for supervision and oversight of visitor services operations in the Zoo’s public spaces and online, including directing the daily work and outreach of the Visitor Services team throughout the Zoo and managing operations of ticketing and reservations. The purpose of this position is to provide day-to-day leadership and oversight of visitor services programs and activities, including customer service; ticket reservation and group bookings; wayfinding; queuing and line management; safety; security; Zoo Crew volunteer management; assistance and accessibility support services; VIP tours; and ensuring adequate coverage throughout the Zoo. Other responsibilities include financial management tasks: purchasing, invoicing, program reports, budget preparation and monitoring.

Requirements

Knowledge of principles, practices, and procedures related to visitor services programs, including customer service, ticketing, reservations, and accessibility standards.
Knowledge of supervisory and leadership principles to manage staff, contractors, and volunteers effectively.
Knowledge of federal and organizational policies, guidelines, and compliance requirements (e.g., EEO, OHR policies).
Skill in planning, organizing, and coordinating complex visitor services operations across multiple areas and schedules.
Skill in analyzing operational needs, evaluating program effectiveness, and recommending improvements.
Skill in interpreting and applying technical requirements for contracted services and ensuring quality standards.
Ability to communicate effectively with diverse stakeholders, including staff, contractors, volunteers, and external partners.
Ability to resolve conflicts, address complaints, and implement corrective actions when necessary.
Ability to use technology and software tools (e.g., Microsoft Teams, VPN, DocuSign, ticketing systems) for operational and administrative tasks.
Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials.
Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.
Complete a Probationary Period.
Maintain a Bank Account for Direct Deposit/Electronic Transfer.
The position is open to all candidates eligible to work in the United States.

Responsibilities

Supervise Visitor Services staff, contractors, and volunteers.
Plan work schedules, set priorities, and assign tasks.
Monitor performance, approve/reject work, and ensure quality standards.
Conduct evaluations, provide feedback, and address complaints.
Interview candidates; recommend hiring, promotions, and reassignments.
Manage training needs, development opportunities, and compliance with policies.
Oversee contractor onboarding/offboarding and maintain visitor experience standards.
Direct daily Visitor Services operations, including ticketing and reservations.
Ensure staffing coverage year-round; develop and monitor staffing plans.
Recruit, hire, onboard, and train staff and volunteers.
Represent Visitor Services in meetings and cross-department planning.
Act as second-in-command; make decisions in Manager’s absence.
Participate in strategic planning and employee appraisals.
Manage financial tasks: purchasing, invoicing, reporting, and budgeting.
Oversee ticketing, group sales, memberships, and customer inquiries.
Develop and deliver visitor services training programs.
Implement procedures for visitor needs, accessibility, and ADA compliance.
Coordinate visitor experience evaluations and recommend improvements.
Serve as senior Zoo staff during weekends/holidays; handle emergencies.
Lead team meetings and cross-department collaboration to enhance visitor experience.
Performs other duties as assigned