Start Date: ASAP
Department: Visitor Experience
Reports to: Director of Visitor Experience
FSLA Status: Non-Exempt
Schedule: Full-time; 35 Hours / Thurs – Monday
The Jewish Museum:
The Jewish Museum is an art museum rooted in Jewish culture that serves people of all religious, cultural, and ethnic backgrounds. Founded in 1904 and located on New York City’s Museum Mile, the Jewish Museum is dedicated to the enjoyment, understanding, and preservation of the artistic and cultural heritage of the Jewish people. The Museum maintains a unique collection of nearly 30,000 works of art, ceremonial objects, and media reflecting the global Jewish experience over more than 4,000 years. The Museum’s thought-provoking, innovative, and intellectually stimulating exhibitions and education programs serve a wide range of audiences, including families, teens, students, educators, and visitors with disabilities. As an identity-based institution representing a historically marginalized people, the Museum plays an important role among cultural institutions to fight against all forms of bigotry and discrimination and to promote understanding among wide audiences. The Jewish Museum invites applicants of all backgrounds to consider joining the Museum in its work.
The Jewish Museum is committed to creating an inclusive and welcoming environment for all and to promoting a positive work culture that celebrates difference, challenges prejudice, and ensures fairness. Integrity, collegiality, and excellence are central to the Museum’s values. These values, along with an institution-wide commitment to Diversity, Equity, Access & Inclusion (DEAI), are embedded in the Museum’s strategic plan and will be the focus of a comprehensive DEAI action plan.
The Assistant/Associate Manager of Visitor Experience will help to oversee the day-to-day operations of the Visitor Experience department with the goal of providing a high quality and exceptional visitor experience and fostering the Museum’s core values by creating an inclusive and welcoming place for visitors across all backgrounds. The Assistant/Associate Manager of Visitor Experience supervises the front of house team and oversees the onsite, phone, and email experience. The incumbent will collaborate with staff across the Jewish Museum to ensure message cohesion, a warm and welcoming customer service experience, and will lead by example to create a service-oriented culture across the institution.
● In partnership with the Director of Visitor Experience, track, manage and work to continuously improve all aspects of the visitor experience and make recommendations to enhance the online and onsite experience for diverse audiences.
● Cultivate an inclusive and welcoming environment for staff and visitors in alignment with the Museum’s core values and Diversity, Equity, Access & Inclusion (DEAI) plan and commitments.
● Manage weekly staffing and daily floor schedule of the of Visitor Experience department including the admissions desk and reception coverage. Set a shift schedule to ensure proper staffing levels for ticket sales, membership sales, ticket scanning, and queue management based on attendance projections.
● Actively mentor and motivate front of house staff and effectively respond to staff needs and growth opportunities by providing ongoing feedback, setting goals and expectations for the team, and identifying opportunities for individuals to grow and develop new skills.
● Create front of house performance management standards and enforce expectations by engaging and motivating a diverse team and leading by example to respond quickly and smartly to operational challenges and evolving needs.
● Become an in-house expert on the Museum’s box office POS system. Maintain POS data and reporting, including entering calendar events, maintaining admissions categories, and updating automated email confirmations. Contribute to long-term maintenance of the POS system, including planning for system enhancements and managing relationships with IT team and third-party vendor.
● Supervise and receive incoming calls and emails through the Museum’s main line, including answering general inquiries, filling box office phone orders and will-call ticket orders, and responding to audience inquiries and concerns. Model best practices that prioritize solution-oriented customer service.
● Work with Human Resources to interview, hire, and onboard staff, including establishing defined steps of service and procedures, ongoing training, and professional development. As needed, collaborate with volunteer program administration and other teams to supplement the team with in-gallery experience support.
● Oversee time and attendance tracking, and time-off requests from the Visitor Experience staff.
● Foster a positive work environment and a sense of team unity by proactively communicating between front line staff and other museum departments to ensure that fully informed staff can provide a positive visitor experience.
● Ensure onsite signage and wayfinding is up-to-date and identify opportunities to improve communication of key information to visitors upon arrival and in galleries.
● Liaise with the Development and Membership teams on training, sales, promotions, and reporting to ensure that membership sales and service is a priority for front of house teams.
● Support front line staff by overseeing ticket sales, audio guide distribution, and ticket scanning functions throughout the Museum lobby, as needed, including regular shifts on Sundays, weekday evenings, and on major holidays to support Museum operations.
● Provide assistance and support in managing the Museum’s audio tour devices including staff training on dissemination and orientation of devices and external vendor communications.
● Produce regular attendance reports and analysis and share information with internal stakeholders; assist in compiling exhibition wrap reports.
● Manage survey collection for quarterly visitor exit surveys. Create and update survey, manage staff for collection, input data, and work with supervisor to analyze results.
● Provide administrative support to ensure updated Museum information is shared with external partners and affiliates
● Take a lead role in working with Finance on daily reconciliations of cash and credit card transactions.
● Other administrative tasks and special projects as assigned.
● 3-5 years professional experience, including prior experience and a sincere interest in hospitality and customer service
● Strong organizational skills, detail-oriented, ability to prioritize work and resources
● Professional demeanor and ability to work well with staff and visitors of diverse backgrounds
● A collaborative team player who can build relationships and drive cross-organization alignment
● Excellent oral and written communication skills
● Tech savvy; Mac and PC proficiency; fluent with MS Office Suite
● Experience with ticketing software platforms preferred
● Genuine interest in art, and in Jewish culture
Send Resume with Cover Letter To:
Associate Director, Human Resources
The Jewish Museum
1109 Fifth Avenue
New York, NY 10128
The Jewish Museum is committed to diversifying its staff and encourages individuals of all ethnic, racial, and religious backgrounds to apply for this position. The Museum is an equal opportunity employer and does not discriminate on the basis of any protected characteristic prohibited by applicable law.