Visitor Experience and Accessibility Manager

Smithsonian Institution•Washington, DC

4d•Onsite

About The Position

The Smithsonian Institution is the world’s largest museum, education, and research complex. The National Museum of Natural History (NMNH) is a major bureau of the Smithsonian Institution that is responsible for the acquisition, curation, and preservation of collections of objects and specimens of natural history, which tells the history of the planet and a record of human interaction with the environment and one another. This Vacancy Announcement will close once 150 applications are received.

Requirements

Pass Pre-employment Background Investigation
May need to complete a Probationary Period
Maintain a Bank Account for Direct Deposit/Electronic Transfer
Males born after 12/31/59 must be registered with Selective Service.
Qualification requirements must be met by the closing date of the announcement.
One year of specialized experience equivalent to at least the GS-11 level in the Federal Service.
Specialized experience is defined as 1) overseeing visitor experience, accessibility, and volunteer programs, and 2) using customer service practices and visitor engagement strategies to create the highest quality experience within a large museum.
Resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position.

Nice To Haves

A Tuesday through Saturday work schedule is required.
This position will require the selectee to work occasional evenings.
This position requires standing, walking, and moving throughout museum spaces or outside of the museum for extended periods while supporting program delivery.
Some lifting or carrying of educational materials may be required.
Physical demands are consistent with those of a museum and office environment.
Work is performed primarily in museum spaces, classrooms, and office settings.
The environment involves everyday risks typical of public and office environments.
Some activities may occur in laboratory or collections areas, requiring adherence to established safety protocols and the use of appropriate protective attire.

Responsibilities

Oversee and support the day-to-day operations of visitor and accessibility services and learning spaces to ensure effective and consistent service delivery.
Implement established policies and procedures governing visitor flow, service protocols, and public engagement activities.
Provide guidance, assign work, monitor performance, and support employee development.
Participate in hiring, preparing performance plans and evaluations, and recommending awards or corrective actions as appropriate.
Plan, coordinate, and implement visitor experience, accessibility, and volunteer programs within established frameworks and priorities set by leadership.
Track program performance metrics, analyze visitor feedback and operational data, and recommend improvements.
Coordinate volunteer program operations, including recruitment, onboarding, training, and communication, using established procedures and practices.
Coordinate with internal stakeholders to support program activities and ensure visitor service considerations are addressed.