Visitor Experience and Accessibility Manager

Smithsonian Institution•Washington, DC

6d•Onsite

About The Position

The Visitor Experience and Accessibility Manager oversees the operation and administration of the Visitor Experience, Accessibility, and Volunteer Program at the National Museum of Natural History. The role supports consistent visitor and accessibility services and learning spaces, implements established operational policies and procedures, and coordinates visitor experience, accessibility, and volunteer programming within priorities established by leadership. The manager also supervises staff and volunteers, monitors program performance, and recommends improvements based on visitor feedback and operational data. Work is performed primarily in museum spaces, classrooms, and offices. Some activities may take place in laboratory or collections areas, where established safety protocols and appropriate protective attire are required. The Tuesday-through-Saturday schedule includes occasional evenings. The role involves standing, walking, and moving through museum spaces or outdoors for extended periods; some lifting or carrying of educational materials may be required.

Requirements

One year of specialized experience equivalent to at least the GS-11 level in the Federal Service.
Specialized experience overseeing visitor experience, accessibility, and volunteer programs.
Specialized experience using customer service practices and visitor engagement strategies to create a high-quality experience within a large museum.
A Tuesday-through-Saturday work schedule and occasional evening work are required.
Ability to stand, walk, and move throughout museum spaces or outside the museum for extended periods while supporting program delivery; some lifting or carrying of educational materials may be required.
Pass a pre-employment background investigation.
Maintain a bank account for direct deposit or electronic transfer.
Male applicants born after December 31, 1959, must be registered with Selective Service.
Promotion candidates must meet applicable qualification requirements, including one year of time-in-grade at the next lower grade level, within 30 days of the announcement closing date.
Submit a resume no longer than two pages that clearly documents relevant experience.

Responsibilities

Oversee and support day-to-day operations of visitor and accessibility services and learning spaces to ensure effective, consistent service delivery.
Implement established policies and procedures for visitor flow, service protocols, and public engagement activities.
Provide guidance, assign work, monitor performance, and support employee development.
Participate in hiring; prepare performance plans and evaluations; and recommend awards or corrective actions as appropriate.
Plan, coordinate, and implement visitor experience, accessibility, and volunteer programs within established frameworks and leadership priorities.
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.