Senior Manager of Visitor Experience

Oklahoma Contemporary Arts Center

Job Description

Position Title: Visitor Experience Manager
Reports To: Director of Operations
Department: Visitor Experience
Status: Full-Time, Exempt Salary $47,500-$60,000 based on experience

Position Summary

The Visitor Experience Manager leads the day-to-day operations of Oklahoma Contemporary’s Visitor Experience (VE) team and helps ensure that every guest receives a welcoming, inclusive, safe and engaging experience.

This position is responsible for hiring, training, scheduling, coaching and supervising Visitor Experience staff while maintaining consistent service and operational standards throughout Oklahoma Contemporary’s public spaces. The Visitor Experience Manager serves as a primary connection between visitors, front-line staff and organizational leadership and works closely with Operations, Security, Exhibitions, Education, Events, Communications and other departments to ensure the organization is prepared to welcome the public each day.

The ideal candidate is a highly organized and approachable people manager who can balance hospitality with clear expectations, respond calmly to changing circumstances and provide strong leadership to a team working in a dynamic arts and cultural environment.

Qualifications

Essential Job Functions

Team Leadership and Supervision

• Lead, supervise and support the Visitor Experience team, including Visitor Experience Leads and Associates.
• Recruit, interview, onboard and train new Visitor Experience employees in coordination with the Director of Operations and Human Resources.
• Develop staff schedules that provide appropriate coverage for regular operating hours, exhibitions, programs, events and periods of increased attendance.
• Monitor attendance, punctuality, scheduling and workplace expectations and address concerns promptly and consistently.
• Provide ongoing coaching, feedback and professional development to Visitor Experience staff.
• Conduct regular team meetings and one-on-one conversations with staff.
• Participate in employee performance evaluations and corrective action processes in coordination with the Director of Operations and Human Resources.
• Develop a collaborative team culture centered on professionalism, communication, accountability and excellent guest service.
• Ensure VE Leads are equipped to provide effective on-floor leadership and support when the Manager is not present.

Visitor Experience and Hospitality

• Establish and maintain high standards for welcoming, assisting and communicating with visitors.
• Ensure visitors receive accurate information regarding exhibitions, programs, classes, events, building amenities and organizational policies.
• Serve as a resource for staff when addressing visitor concerns, complaints or unusual situations.
• Handle escalated visitor concerns professionally and work toward appropriate resolution.
• Promote an inclusive and accessible visitor experience for guests of different ages, backgrounds and abilities.
• Regularly monitor public spaces and visitor interactions to identify opportunities to improve the guest experience.
• Help ensure policies are communicated and enforced consistently, respectfully and with good judgment.
• Gather and communicate visitor feedback, recurring questions and emerging concerns to appropriate departments and leadership.

Gallery and Public-Space Operations

• Oversee daily Visitor Experience operations throughout galleries, reception areas and other designated public spaces.
• Ensure public spaces are appropriately staffed and ready to receive visitors before opening.
• Coordinate implementation and communication of gallery-specific procedures, including artwork protection requirements, bag policies and other exhibition-related guidelines.
• Work closely with Exhibitions staff to understand the requirements of each exhibition and appropriately train Visitor Experience staff.
• Maintain awareness of accessibility needs, building conditions and visitor flow throughout public areas.
• Monitor informational materials and other visitor-facing resources and coordinate replenishment or updates as necessary.
• Help maintain an environment that is welcoming and professional while supporting the protection of artwork, facilities and organizational property.

Safety, Security and Incident Response

• Work closely with Security and Operations to support the safety of visitors, employees, artwork and the facility.
• Ensure Visitor Experience staff understand emergency procedures, incident reporting expectations and their responsibilities during emergencies.
• Respond appropriately to accidents, medical concerns, disruptive behavior, harassment complaints and other incidents involving visitors or staff.
• Ensure significant incidents and safety concerns are promptly escalated to the appropriate member of leadership.
• Complete or oversee accurate documentation of incidents when required.
• Participate in emergency preparedness training and help reinforce emergency procedures with Visitor Experience staff.
• Maintain appropriate discretion and confidentiality when handling sensitive employee or visitor matters.

Events and Cross-Departmental Coordination

• Coordinate Visitor Experience staffing and front-of-house needs for exhibitions, openings, public programs, special events and other organizational activities.
• Participate in planning meetings when Visitor Experience staffing or visitor operations are affected.
• Communicate upcoming events, exhibitions, schedule changes and operational information clearly to Visitor Experience staff.
• Coordinate with Events, Education, Exhibitions, Communications, Security and Operations to anticipate visitor needs and potential operational challenges.
• Adjust staffing and deployment plans based on expected attendance and organizational priorities.
• Assist with high-attendance events and other periods requiring increased front-of-house coordination.

Administrative and Operational Responsibilities

• Maintain accurate schedules, staffing records, training materials, procedures and departmental documentation.
• Review and approve employee timekeeping information as assigned and promptly address discrepancies.
• Monitor departmental staffing levels and communicate hiring or scheduling needs to the Director of Operations.
• Maintain Visitor Experience supplies, radios and other departmental equipment and report repair or replacement needs.
• Develop and update Visitor Experience procedures, training resources and operating standards in coordination with the Director of Operations.
• Track relevant visitor experience information and provide reports or updates as requested.
• Identify operational inefficiencies and recommend practical improvements.
• Support organizational initiatives and perform other duties as assigned.

Leadership Expectations

The Visitor Experience Manager is expected to:

• Be a visible and accessible leader for front-line staff.
• Communicate expectations clearly and follow through consistently.
• Address personnel and operational concerns promptly rather than allowing issues to remain unresolved.
• Maintain appropriate professional boundaries while building positive relationships with staff.
• Model excellent attendance, punctuality, communication and customer service.
• Remain calm and solutions-oriented during busy, sensitive or unexpected situations.
• Recognize when an issue requires escalation to Operations, Human Resources, Security or organizational leadership.
• Promote collaboration between the Visitor Experience team and other departments.
• Exercise sound judgment while maintaining confidentiality regarding employee, visitor and organizational matters.

Qualifications

Required

• Previous experience supervising or managing employees in visitor services, hospitality, museums, arts and culture, retail, customer service, events or a related environment.
• Demonstrated ability to lead, coach and hold employees accountable.
• Strong interpersonal and customer-service skills.