The Senior Manager, Visitor Experience (SMVE), reporting to the Senior Director of Visitor Experience, is primarily responsible for hiring, onboarding, managing, coaching, mentoring, and developing our Visitor Experience Ambassadors (VEAs), including direct supervision of the Visitor Experience Supervisors. This role ensures consistently high-quality, engaging, and seamless visitor experience across the VE Team.
The SMVE leads all aspects of staffing, performance management, and daily operations, working in close partnership with the VE Manager and Supervisors to consistently high-quality, engaging, and seamless visitor experience across the VE Team.
Additionally, work in close collaboration with the Senior Director, VE Manager, and Human Resources to implement effective hiring, onboarding, training and retention strategies. The role is accountable for executing and maintaining staffing models, service standards, and operational practices that support the Museum’s programs, events, and visitor engagement objectives.
The SMVE also routinely works with Programs and Exhibits, Membership, Security, Housekeeping, and the Facility teams to achieve a 5 Star visitor experience and promote the Museum’s family-fun engagements, resources, and educational programs.
Core Job Functions & Accountabilities
Staffing Coordination
- Execute recruitment efforts, interviewing, hiring, and onboarding of Visitor Experience Ambassadors (VEAs) in partnership with the Visitor Experience (VE) team and HR
- Process onboarding and offboarding documentation accurately and in a timely manner
- Implement staffing plans developed with the Senior Director, including coordination of regular, seasonal, and temporary staff
- Coordinate day-to-day staffing coverage with the VE Manager and Exhibits and Programs teams to meet operational and experience needs
Scheduling, Payroll & Performance Management
- Manage time and attendance processes, including reviewing and approving time-off requests and processing bi-weekly VEA timecards
- Communicate clear expectations for VEA performance and monitor adherence to standards for service, conduct, and attendance
- Partner with Supervisors and Manager to provide ongoing feedback, coaching, and documentation of performance issues
- Support employee relations processes by coordinating with the Senior Director and HR on corrective actions and performance improvement plans
- Training & Team Engagement
- Deliver and support customer service-focused training for VEAs, ensuring consistency in the visitor experience
- Assist in implementing onboarding and ongoing training initiatives, including Equity, Diversity, and Inclusion (EDI) and operational training
- Reinforce a positive team environment through consistent communication, recognition, and team engagement activities
Operations
- Monitor daily operations and identify opportunities to improve workflows, procedures, and service delivery
- Escalate operational challenges and recommend practical solutions to the Senior Director
- Support budget tracking by providing relevant data and operational insights as needed
- Ensure alignment with established procedures and contribute to consistent execution across the team
Supervision
- Supervise two Visitor Experience Supervisors, providing day-to-day guidance, support, and accountability for team performance
- Oversee a team of Visitor Experience Ambassadors (VEAs) through direct and indirect supervision, ensuring coverage, consistency, and service quality
- Coach Supervisors on staff management, including scheduling, performance feedback, and handling routine employee concerns
- Address and resolve escalated visitor and staff issues, supporting Supervisors in decision-making when needed
- Ensure consistent application of policies, procedures, and service standards across the team
- Contribute to a team culture that values accountability, collaboration, and a high standard of visitor service
Administrative
- Respond to visitors and staff inquiries in-person, by phone, and via email in a timely and professional manner
- Resolve visitor concerns related to admissions, memberships, refunds, and general experience issues
- Support museum programs and events, including occasional evening and after-hours coverage
- Assist with additional Visitor Experience functions, including group reservations and coordination needs
- Lead or support daily team briefings and end-of-day check-ins to ensure operational readiness and communication
- Partner with Security, Facilities, and Housekeeping to maintain a safe, clean, and welcoming environment
- Respond to first aid, safety, and security situations in accordance with established protocols
- Participate in meetings, trainings, and cross-departmental initiatives to support organizational goals
- Perform other duties as assigned
POSITION REQUIREMENTS
Education: Bachelor’s degree or 5-7+ years of equivalent relevant work experience
Qualifications:
- A minimum of 5 years of experience in visitor experience, guest services, hospitality, or front-of-house operations, preferably in a museum, cultural institution, or high-volume public-facing environment
- 2–4+ years of people management experience, including direct supervision of supervisors, team leads, or equivalent roles
- Demonstrated experience managing high-volume, customer-facing operations with multiple priorities and staffing complexities with proven ability to be dependable, flexible, and adaptable to a fast-paced work environment.
- Demonstrated leadership skills and ability to manage people and their performance by holding staff accountable and reinforce training, operational standards and policies.
- Strong problem-solving and decision-making skills with proven ability to manage and resolve complex or escalated visitor concerns with professionalism and sound judgment.
- Demonstrated ability to foster a positive and productive work environment, and a dedication to creating and maintaining a strong and positive customer service culture.
- Experience with workforce management systems, including scheduling, timekeeping, and payroll processes
- Proficiency with Microsoft Office or Google Workspace; experience with POS, ticketing, or CRM systems preferred
- Strong interpersonal and communication skills, with the ability to engage effectively across all levels of staff and with diverse visitor audiences
- Flexibility to work weekends, holidays, and occasional evenings based on operational needs
Preferred
- Fluency in a second language
- Direct experience using Galaxy - Gateway Ticketing Systems
Physical: The ability to speak, write and convey clear communication and present information to small or large crowds in-person, on phone or email. The ability to stand for long periods, occasionally sit and walk, and the ability to lift, pull, push up to 50 lbs. Work in a shared office, and use general office equipment such as a computer, a webcam, multi-line phone, and a printer/copier. Carry and use a two-way radio. When staffing the Museum exhibits, an occasional need to kneel, crawl, bend, stoop, or sit on the ground.
Environment: Creative, Collaborative, Fun and Innovative environment with a welcoming and inclusive atmosphere. During peak seasons, the Museum and office space tend to be busy, noisy or loud, which includes sounds of crying, laughing or shouting children (and some adults).
Other Factors: 5-day work week that includes a weekend day. Flexibility and availability required to accommodate occasional, early morning, evening, and holiday hours as required. This position is CPR/First Aid certified, certification provided by the Museum.
- Health Insurance
- Dental Insurance
- Vision Insurance
- 13 Paid Holidays
- Up to 12 Sick days
- Mass Earn Sick Time
- Up to 10 Vacation days
- 403(b) Retirement Plan
- Flexible Spending Accounts
- Qualified Transportation Accounts
- Life Insurance
- Short-Term & Long-Term Disability
- American Alliance Museum Access
- New England Museum Association Access
- Free Admission to 100+ Museums
OUR MISSION
Boston Children’s Museum engages children and families in joyful discovery experiences that instill an appreciation of our world, develop foundational skills, and spark a lifelong love of learning.
OUR VISION
Boston Children’s Museum is a welcoming, imaginative, child-centered learning environment that supports diverse families in nurturing their children’s creativity and curiosity. We promote the healthy development of all children so they will fulfill their potential and contribute to our collective well-being and future prosperity.
OUR VALUES
Creativity. Respect. Excellence. Accountability. Thoughtfulness. Equity.
Boston Children’s Museum is a curious, experimental, and creative learning organization. We have a child and family-centered focus, welcoming and respecting all Museum audiences. We collaborate and show mutual respect and support for our colleagues. We recognize that each person has equal, intrinsic worth and deserves to be treated with dignity. We are a culture that innovates, changes, and pushes boundaries to keep the museum relevant. We are responsible to each other and strive to keep our commitments to our colleagues. We commit to high ethical standards. We recognize the importance of work-life balance, respecting the importance of personal growth and family. We have an ongoing commitment to fairness in all aspects of the Museum and we embrace alternative ways of thinking.
Exempt, Salary - 40hrs/wk
Sunday - Thursday
$60,000-$65,000