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Boston Children’s Museum
308 Congress Street
Boston, MA 02210
(617) 426-6500
 

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Open Everyday 10am-5pm
Friday: 10am-9pm

Manager, Visitor Experience

Date: 
Monday, January 20, 2020
Position Description: 
Boston Children’s Museum is seeking a creative, energetic and motivated individual with a strong commitment for delivering the highest quality of customer service and has at least two years of supervisory experience to join our Visitor Experience Team. The Ideal candidate can multi-task, demonstrate quick problem-solving and is organized, has strong leadership skills, the ability to coach staff and foster a positive and productive work environment, and is able to engage with children and families from a large diverse background. The Manager, Visitor Experience (Manager, VE) plays a key role in the day to day Museum operations. The Manager, VE serves as MOD on a rotating basis, supervise, coach and mentor the front line staff (Visitor Experience Associates-VEAs), is accountable for opening and closing procedures, oversees admissions and daily transactions, troubleshoots, engages with our visitors and members, promotes the Museum’s 5-Star experience model by working closely with the Educators to ensure exhibits, programs and activities are properly staffed, works with Membership to resolve any membership discrepancies and works with Facilities, Housekeeping and Security to ensure a safe and clean environment to successfully deliver a joyful learning experience for all children and their families.

CORE RESPONSIBILITIES
  • Promote the Museum’s 5-Star Visitor Experience model, provides strong customer service and troubleshoots.
  • Supervise VEAs while staffing exhibits, programs and admissions. Ensure VEAs adhere to Museum policies and procedures.
  • Asses VEA-Visitor interactions in exhibits and or admissions, coaches VEAs to develop strong visitor engagement and customer service.
  • Perform opening/closing procedures which includes counting the daily cash bags, straightening the stanchions, and ensuring all opening and closing checklists are completed.
  • Oversee restock and organization of materials and supplies for the Admissions Desk and Information Desk.
  • Write, edit and issue daily schedules. Assist with maintaining an accurate attendance log by communicating and updating the VEA logs for time off requests, absences, late and early clocks, shift swaps and additional assigned shifts.
  • Lead morning and end of the day VEA meetings.
  • Conduct VEA interviews, assist with onboarding and trainings.
  • Conduct exhibit walk though and submits work-orders to address any facility and exhibit needs.
  • Respond to museum protocols such as, lost child, first aid, accident or incident invention and lost and found. Follow reporting procedures and conduct follow ups as needed.
  • Work closely with the Groups & VE Supervisor and Event Manager to schedule staff for festivals, Destination Events, exhibit openings, and other large-scale events hosted by the Museum.
  • Works with other Museum Managers and Educators to integrate programs and fulfill staffing needs.
  • Attend staff and or departmental meetings and trainings.
  • Supports the Museum and Visitor Experience department initiatives.
  • Other duties and task as assigned by Senior Manager, VE.

Qualifications: 
  • BA/BS or equivalent work experience preferred.
  • 3+ years of experience working in a cultural and or child-centered attraction, or in a customer service/ retail environment.
  • At least two years of supervisory experience required.
  • Prior cash handling, knowledge of POS systems and or key holder responsibility required.
  • Experience with Gateway Galaxy is plus.
  • Strong customer service, strong verbal and written communication skills.
  • Ability to demonstrate flexibility and quick-thinking in a fast-paced environment where demands often change.
  • Excellent interpersonal skills and the ability to work well in an intergenerational and multicultural setting.
  • Ability to prioritize multiple demands and exercise sound judgement under pressure.
  • Self-directed, highly organized, creative problem-solver with excellent follow-through.
  • Fluency in a language other than English is desirable.

WORKING CONDITIONS
Physical Demands: must be able to lift, push, or pull up between 25-40 pounds periodically. Reach, sit, stand, and walk for extended periods of time. May occasional need to crawl into exhibit spaces to assist a child in need. Required to speak before large and small groups. Work in requires to converse with a variety of individuals both in person, on phone and email. Flexible schedule – early morning, late evening and weekend/ holiday hours are required. Normal office environment with varying exposure to office equipment, i.e. printer, fax, shredder, phone and desktop computer. Museum environment is generally fast pace, high energy, can be very loud and crowded. On the of peak seasons, the museum can be very quiet and slow.

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