Visitor Services Manager

Senator John Heinz History Center•Pittsburgh, PA

6d•Onsite

About The Position

The Visitor Services Manager is a primary voice in identifying and executing strategic initiatives for the Visitor Services Division and for the overall visitor experience at the Heinz History Center. The Visitor Services Manager is also responsible for ensuring efficient daily frontline operations and delivering extraordinary customer service in all aspects of visitor services including admissions, the museum store, e-store/internet sales, the café, membership, accessibility, visitor information, wholesale operations, the Visit Pittsburgh Welcome Center, and frontline staff management of multiple part-time Visitor Service Associates. The Visitor Services Manager will hire, train, and supervise all Visitor Service Associates, continuing to build upon the History Center’s reputation for excellent visitor service. As a key member of the Visitor Services department the Visitor Services Manager helps to ensure a seamless visitor experience. Duties include, but are not limited to: working closely with the Director of Visitor Services to identify strategic projects, making decisions on behalf of the division in meetings or programs, functioning as the daily “site manager” for frontline operations in the absence of the Visitor Services Coordinator, assisting in shop product development, placing merchandise orders, maintaining meticulous accounting records of expenditures, assisting with product development/fulfillment in wholesale operations, creating the monthly staffing schedule for Visitor Services Coordinators & Associates, troubleshooting issues related to point-of-sale systems, advancing accessibility initiatives, fielding and professionally responding to visitor concerns/complaints, representing the Visitor Services division at various institution-wide meetings and programs, and helping the division achieve its long-term strategic goals. The Visitor Services Manager is willing and able to cover any type of shift (shop, admissions, café, Visit Pittsburgh Welcome Center, and floater) assigned to Visitor Services Associates or corresponding lunch breaks if the need arises (in the absence of the Visitor Services Coordinator). Functions as the Division Lead when the Director of Visitor Services is unavailable, making necessary decisions using experience and knowledge of Visitor Services best practices as a guide. This is a full-time, salaried / exempt position reporting to the Director of Visitor Services.

Requirements

Energetic, creative, results-oriented professional.
Outstanding customer service skills.
Understanding of the retail business.
Ability to motivate and manage a team.
Retail management experience required.
Computerized sales/inventory experience required.
E-store design/fulfillment/sales experience required.
Proficiency in Microsoft Word and Excel required.
Excellent oral, written, and electronic communication skills.
Ability to foster collaboration with both internal and external customers.
Retail management experience including merchandising skills.
Specialty sales experience.
Mission-driven work ethic.

Nice To Haves

Previous experience with Shopify and Acme software a plus.

Responsibilities

Identify and execute strategic initiatives for the Visitor Services Division and overall visitor experience.
Ensure efficient daily frontline operations and deliver extraordinary customer service.
Manage admissions, museum store, e-store/internet sales, café, membership, accessibility, visitor information, wholesale operations, and the Visit Pittsburgh Welcome Center.
Hire, train, and supervise all Visitor Service Associates.
Work closely with the Director of Visitor Services to identify strategic projects.
Make decisions on behalf of the division in meetings or programs.
Function as the daily “site manager” for frontline operations in the absence of the Visitor Services Coordinator.
Assist in shop product development and placing merchandise orders.
Maintain meticulous accounting records of expenditures.
Assist with product development/fulfillment in wholesale operations.
Create the monthly staffing schedule for Visitor Services Coordinators & Associates.
Troubleshoot issues related to point-of-sale systems.
Advance accessibility initiatives.
Field and professionally respond to visitor concerns/complaints.
Represent the Visitor Services division at various institution-wide meetings and programs.
Help the division achieve its long-term strategic goals.
Cover any type of shift assigned to Visitor Services Associates or corresponding lunch breaks if the need arises.
Function as the Division Lead when the Director of Visitor Services is unavailable, making necessary decisions using experience and knowledge of Visitor Services best practices.