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Director of Visitor Services

Date Posted: 02/11/2021

Application Deadline: 03/12/2021

Type of Position: full time

View Job Description (link): Click here to view job description

Submission Instructions: The Cleveland Museum of Art seeks a skilled Director of Visitor Services to oversee overall strategy and management of the Visitor Services department in partnership with the Chief Operational Officer and in accordance with the CMA's Strategic Plan. This position is accountable for ensuring an excellent visitor experience for all who come to the museum. This leader will be intimately involved in the development of appropriate wayfinding for all visitors in conjunction with colleagues in Protection Services and Volunteer Services. This leader and the Visitor Services team provides tools and resources for visitors, employs best-in-class customer service standards, and handles visitor inquiries as well as complaints. This leader is directly accountable for hiring, training, scheduling, and managing the Visitor Services staff, including the management team. This leader is also accountable for the management and oversight of the ticketing software used by the museum and manages the box office functions as well as the phone center, which includes CMA membership sales and special event and exhibition sales. The Visitor Services team also supports all CMA events and special exhibitions by providing on-the-ground support for programs and events.

Working closely with other departments within the museum, the position is accountable for attaining key metrics related to membership sales and visitation, including annual attendance goals. The Director of Visitor Services also represents the Visitor Service department on various internal committees and work groups and constantly advocates for their interests in the museum's ongoing operations and special projects.

Application Materials: Resume, Cover Letter, and 3 professional references
Application Deadline: March 12, 2021

Organization: The Cleveland Museum of Art

The Cleveland Museum of Art seeks a skilled Director of Visitor Services to oversee overall strategy and management of the Visitor Services department in partnership with the Chief Operational Officer and in accordance with the CMA's Strategic Plan. This position is accountable for ensuring an excellent visitor experience for all who come to the museum. This leader will be intimately involved in the development of appropriate wayfinding for all visitors in conjunction with colleagues in Protection Services and Volunteer Services. This leader and the Visitor Services team provides tools and resources for visitors, employs best-in-class customer service standards, and handles visitor inquiries as well as complaints. This leader is directly accountable for hiring, training, scheduling, and managing the Visitor Services staff, including the management team. This leader is also accountable for the management and oversight of the ticketing software used by the museum and manages the box office functions as well as the phone center, which includes CMA membership sales and special event and exhibition sales. The Visitor Services team also supports all CMA events and special exhibitions by providing on-the-ground support for programs and events.