Visitor Experience & Engagement Specialist

Associated Universities • Albuquerque, NM

4d • Hybrid

About The Position

The National Radio Astronomy Observatory (NRAO), managed by Associated Universities, Inc. (AUI), is a leading research organization in the study of the universe, operating state-of-the-art radio telescope facilities. This full-time position is within the Education and Public Outreach (EPO) division, based in Socorro, New Mexico. The role, under the supervision of the Senior Public Information Officer and in collaboration with the Director of Advancement, is responsible for managing and enhancing the NRAO visitor journey through strategic communications, membership engagement, and visitor experience initiatives. The Education Specialist will also support the broader EPO team's efforts. The duty station can be in Albuquerque, NM, Socorro, NM, Charlottesville, VA, or Green Bank, WV, with a possibility of a partial tele-work arrangement.

Requirements

• Bachelor's degree or an equivalent combination of education and experience.
• Four years of related experience.
• Organizing time and experience managing multiple activities to meet deadlines.
• Adept with organizational skills and attention to detail.
• Excellent interpersonal and oral and written communication skills.
• Experience with database management and managing multiple segmented lists.
• Experience working and communicating with a wide range of people, including trustees, donors and other volunteers in person or by phone with the highest level of professionalism.
• Excellent copywriting, copyediting, and proofreading skills, with demonstrable experience.
• Excellent standard business communication skills, "customer service" skills.
• Must successfully pass a post-offer, pre-employment background check which includes both credit history and criminal, as a condition of employment.
• Must have a driver’s license and access to reliable transportation.
• Must be able to lift 25 pounds and be on your feet for extended periods of time.
• Must be authorized to work in the United States.
• The Observatory presently cannot sponsor H-1B Visas for this position.

Responsibilities

• Strategically design and maintain the visitor journey from ticket purchase through post-visit engagement.
• Oversee onsite kiosks and online visitor ticketing systems.
• Manage visitor-facing processes to ensure a seamless experience.
• Lead visitor marketing initiatives that increase visitation and engagement.
• Continuously improve systems and processes impacting visitor interactions.
• Ensure compliance with Observatory and government safety policies affecting visitor operations.
• Write and distribute monthly newsletters.
• Create promotional materials.
• Manage post-visit communications and ongoing visitor engagement efforts.
• Support direct marketing and communication campaigns.
• Oversee visitor communications through Mailchimp and related platforms.
• Serve as the subject matter expert for communication and customer relationship management systems (Altru, XTruLink, Omatic, and Mailchimp).
• Pull reports and provide data to support targeted visitor communications and outreach.
• Manage the Membership Program, including renewals, new memberships, and package mailings.
• Conduct member stewardship activities, including outreach to lapsed, new, and renewed members.
• Refine membership processes and develop renewal procedures based on performance metrics.
• Create automated systems to strengthen membership infrastructure.
• Support visitor marketing initiatives through strategic planning and budget oversight.
• Assist with donor stewardship, data analysis, and research.
• Manage all direct mail campaigns.
• Utilize database systems to support membership and advancement goals, including reporting and data management.
• Pro-active compliance with NRAO and government safety policies and procedures in own work area is expected.
• Other duties may be assigned.

Benefits

• Excellent paid time off (13 holidays, annual accrual of up to 24 vacation days)
• Medical, dental and vision plans are effective on the first day of employment.
• AUI’s retirement benefit contributes an amount equal to 10 percent of a qualified participant’s base pay with no required employee contribution.

What This Job Offers

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