Senior Manager of Visitor Experience

OKLAHOMA CONTEMPORARY ARTS CENTER INC•Oklahoma City, OK

2d•$47,500 - $60,000•Onsite

About The Position

The Visitor Experience Manager leads the day-to-day operations of Oklahoma Contemporary’s Visitor Experience team and helps ensure that every guest receives a welcoming, inclusive, safe and engaging experience. The role hires, trains, schedules, coaches and supervises Visitor Experience staff while maintaining consistent service and operational standards throughout the organization’s public spaces. It serves as a primary connection between visitors, front-line staff and organizational leadership and collaborates with Operations, Security, Exhibitions, Education, Events, Communications and other departments to prepare for public hours, programs and events. The manager oversees visitor hospitality, gallery and public-space operations, safety and incident response, event staffing, and departmental administration. The role develops staff schedules and procedures, supports staff development and performance processes, responds to escalated visitor concerns, and coordinates staffing and operational readiness for exhibitions and special events. The position calls for an organized, approachable people manager who balances hospitality with clear expectations, responds calmly to changing circumstances and leads effectively in a dynamic arts and cultural environment. The position is full-time and exempt, with a stated salary range of $47,500–$60,000 based on experience. The schedule must be flexible to cover public hours, exhibitions, programs and events; regular evening and weekend availability is required. The role involves moving throughout galleries and public areas for extended periods, alternating between sitting, standing and walking, communicating in varied environments, using standard workplace equipment, and responding promptly to situations throughout the facility. Reasonable accommodations will be provided as required by law.

Requirements

Previous experience supervising or managing employees in visitor services, hospitality, museums, arts and culture, retail, customer service, events or a related environment.
Demonstrated ability to lead, coach and hold employees accountable.
Strong interpersonal and customer-service skills.
Excellent verbal and written communication skills.
Strong organizational skills and ability to manage schedules, deadlines and competing priorities.
Ability to respond professionally to difficult or sensitive visitor and employee situations.
Demonstrated sound judgment and problem-solving abilities.
Ability to work collaboratively with employees at all levels of an organization.
Comfort working in a public-facing environment with varying levels of activity.
Proficiency with common workplace technology and ability to learn scheduling, HR and organizational systems.
Flexibility to work around public hours, exhibitions, programs and events, including regular evenings and weekends.
Ability to move throughout galleries and public areas for extended periods and alternate between sitting, standing and walking during the workday.
Ability to communicate effectively with visitors and employees in varied environments, use computers, radios and other standard workplace equipment, and respond promptly to situations throughout the facility.

Nice To Haves

Experience working in a museum, gallery, performing arts center, cultural organization or nonprofit.
Experience managing hourly or part-time employees.
Experience with scheduling, timekeeping or HRIS platforms.
Experience supporting special events or high-volume public programs.
Familiarity with accessibility, emergency response and visitor-service best practices.

Responsibilities

Lead, supervise and support Visitor Experience Leads and Associates.
Recruit, interview, onboard and train new employees in coordination with the Director of Operations and Human Resources.
Develop staff schedules that provide appropriate coverage for operating hours, exhibitions, programs, events and high-attendance periods.
Monitor attendance, punctuality, scheduling and workplace expectations, and address concerns consistently.
Coach staff, provide feedback and professional development, conduct team meetings and one-on-one conversations, and participate in performance evaluations and corrective action processes.
Develop a collaborative team culture centered on professionalism, communication, accountability and guest service; equip Visitor Experience Leads to provide on-floor leadership.
Establish and maintain standards for welcoming, assisting and communicating with visitors, and ensure staff provide accurate information about exhibitions, programs, classes, events, amenities and policies.
Support staff in addressing visitor concerns, resolve escalated concerns professionally, and promote inclusive and accessible visitor experiences.
Monitor public spaces and visitor interactions, communicate visitor feedback and recurring concerns, and ensure policies are communicated and enforced respectfully and consistently.
Oversee daily Visitor Experience operations in galleries, reception areas and other designated public spaces, ensuring they are staffed and ready before opening.
Coordinate gallery-specific procedures, including artwork protection requirements, bag policies and exhibition guidelines; work with Exhibitions staff to train Visitor Experience staff.
Monitor accessibility needs, building conditions, visitor flow and visitor-facing materials, coordinating replenishment or updates as needed.
Work with Security and Operations to support the safety of visitors, employees, artwork and the facility; ensure staff understand emergency procedures and incident-reporting responsibilities.
Respond to accidents, medical concerns, disruptive behavior, harassment complaints and other incidents; escalate significant concerns, complete or oversee required documentation, and reinforce emergency preparedness.
Coordinate Visitor Experience staffing and front-of-house needs for exhibitions, openings, programs and special events; participate in relevant planning meetings and adjust deployment to anticipated attendance and priorities.
Communicate events, exhibitions, schedule changes and operational information to staff, and coordinate with Events, Education, Exhibitions, Communications, Security and Operations.
Maintain schedules, staffing records, training materials, procedures and departmental documentation; review and approve timekeeping information as assigned and address discrepancies.
Monitor staffing levels and communicate hiring or scheduling needs to the Director of Operations.
Maintain departmental supplies, radios and equipment, and report repair or replacement needs.
Develop and update procedures, training resources and operating standards with the Director of Operations; track visitor experience information, provide requested updates, and recommend operational improvements.
Support organizational initiatives and perform other duties as assigned.
Model excellent attendance, punctuality, communication and customer service; maintain confidentiality and professional boundaries, use sound judgment, and escalate matters when appropriate.