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 National Museum of Natural History’s Visitor Experience, Accessibility, and Volunteer Program. The position supports day-to-day visitor and accessibility services and learning spaces, implements established policies and procedures, and guides employees and program activities within priorities set by leadership. The manager also monitors program performance and visitor feedback, recommends improvements, coordinates volunteer operations, and works with internal stakeholders to support effective visitor services.

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.
Work Tuesday through Saturday and occasional evenings.
Pass a pre-employment background investigation.
Maintain a bank account for direct deposit or electronic transfer.
Males born after December 31, 1959, must be registered with Selective Service.
Meet qualification requirements by the announcement closing date.

Responsibilities

Oversee and support day-to-day operations of visitor and accessibility services and learning spaces to ensure effective and 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.