Visitor Experience Manager

Role Summary

The Fabric Workshop and Museum (FWM) seeks a full-time Visitor Experience Manager (VEM) to oversee the museum's reception and gallery services. Reporting directly to the Senior Director of Finance and Operations, the VEM ensures an exceptional guest experience from arrival to departure, primarily through the management of FWM’s Visitor Services Assistant (VSA) team. This dynamic role serves as the primary advocate for the guest experience, collaborating across departments to align front-of-house operations with exhibitions, events, and public programs. Additionally, the VEM oversees use of the point-of-sale (POS) ticketing system, drives wayfinding and accessibility improvements, and works closely with operations leadership to maintain safety protocols that protect staff, guests, and artworks while fostering a welcoming, enriching, and inclusive environment for all. 
As weekend operations are vital to the museum, this position requires consistent presence on Saturdays and Sundays. This role is an excellent fit for candidates who are comfortable with Mondays and Tuesdays as their regular days off. Some off-schedule hours, including occasional evenings, are also required for special events, exhibition openings, and other museum activities.

DUTIES & RESPONSIBILITIES

Visitor Experience Management & Daily Operations

• Oversee the welcome desk and galleries, manage VSA scheduling and callouts, timesheet approvals, and daily team communications to ensure seamless coverage and operational flow.
• Maintain an active physical presence on the floor to assist guests, supervise the VSA team, and monitor the overall condition of the museum. This includes upholding high aesthetic standards (directing VSAs in light tidying, etc.). Coordinate with housekeeping team, as needed.
• Serves as the primary escalation point person for complex guest concerns, while providing guidance and support to front-of-house staff and helping ensure a welcoming, safe, and positive experience.
• Oversee front-of-house execution of the POS system, train staff on check-in procedures, brief the team on expected daily RSVP volumes, and reconcile weekly attendance numbers for senior leadership and funder reports.
• Proactively share visitor feedback and wayfinding challenges with leadership to shape operational guidelines and collaborate on solutions that improve how guests navigate the museum.
• Coach staff on effective guest engagement and inclusive service practices while supporting the safety of visitors, staff, and the protection of artwork.
   

Interdepartmental Collaboration

• Closely partner with the Exhibitions team to create gallery opening/closing procedures, translate exhibition content into VSA training materials, and monitor/report any risks or damage to the artwork.
• Coordinate with Education and other departments to provide staffing and support for tours, workshops, and special events, ensuring spaces are prepared and groups receive a warm welcome.
• Maintain and keep current FWM’s emergency procedures and safety training. Working closely with operations and facilities leadership, this role helps schedule trainings and drills, manages critical safety supplies (e.g., shelter-in-place resources), and assists in coordinating emergency responses.
• Collaborate with Advancement, Communications, and Education departments to develop visitor engagement strategies (focused on encouraged giving and repeat visits) and implement ongoing accessibility initiatives.
   

Staff Management & Development

• Recruit, hire, and manage a guest-focused VSA team, administering comprehensive onboarding, ongoing cross-training, and regular performance evaluations.
• Foster a workplace atmosphere centered on continuous growth, teamwork, and hospitality while actively spotting opportunities to streamline operations without compromising the guest experience.

SUPERVISORY RESPONSIBILITIES

• Directly supervises 8–12 part-time, unionized employees: Visitor Services Assistants (represented by AFSCME Local 397).
• Carries out supervisory responsibilities in accordance with the organization's policies, applicable laws, and the Collective Bargaining Agreement (CBA).

CORE COMPETENCIES

Operational Excellence: Maintains high standards of execution across front-of-house operations, visitor services, staffing, and facility presentation. Balances attention to detail with the ability to manage multiple priorities in a dynamic environment.

Judgment and Problem Solving: Gathers and evaluates information, exercises sound judgment, and develops practical solutions to operational, visitor, and personnel challenges. Remains resourceful and adaptable when addressing unexpected situations.

Collaboration: Builds productive relationships across departments, communicates proactively, and works effectively with colleagues to support exhibitions, public programs, events, and shared organizational goals.

Team Leadership: Recruits, develops, and motivates staff through clear expectations, feedback, and accountability. Fosters a team culture grounded in hospitality, professionalism, and mutual respect.

Planning, Organizing & Workforce Coordination: Effectively manages schedules, staffing assignments, resources, and competing priorities. Anticipates operational needs, adapts quickly to changing circumstances, and ensures consistent coverage and service standards.

Integrity & Inclusion: Upholds organizational values by treating all people ethically and respectfully. Adapts communication approaches to build trust and maintains a deep sensitivity toward diverse identities--specifically queer, disability, and historically underrepresented communities--to ensure an inclusive, accessible environment for staff and visitors.
 

QUALIFICATIONS

Education
Bachelor’s degree preferred, or equivalent professional experience.

Relevant fields include Arts & Culture (Arts Administration, Museum Studies, Art Education), Hospitality & Public Spaces (Hospitality, Event, or Tourism Management) or Business & Operations.

Experience
Minimum of two (2) years of demonstrated management or supervisory experience, including:

• Directing and evaluating staff in a high-volume, public-facing environment.
• Coordinating complex workforce logistics, including daily and long-term scheduling.
• Overseeing day-to-day front-of-house operations, guest relations, or facility operations.

Preferred (but not required)

• Familiarity with the unique needs and operations of non-profit, mission-driven, and community-focused organizations.
• Previous experience managing staff within a unionized environment and familiarity with Collective Bargaining Agreements (CBAs).

While a formal arts degree is welcome, we highly encourage candidates with strong operational and hospitality management backgrounds to apply, provided they have a demonstrated interest in the arts and community engagement.

Physical Demands and Work Environment

• Frequently required to stand and walk.
• Continually required to sit, use hand and finger dexterity, communicate verbally, hear, and utilize visual acuity to operate equipment, read information, and use computer systems.
• Occasionally required to climb, balance, bend, stoop, kneel, crawl, and lift, push, or carry items weighing up to and exceeding 50 pounds.
• Occasionally exposed to wet or humid conditions, moving mechanical parts, elevated work areas, fumes, airborne particles, chemicals, and moderate to loud noise.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.