The University of Georgia
Posting Number
S14478P Working Title
Manager of Visitor Experience Department
SRVPAA-Georgia Museum of Art Location of Vacancy
Athens Area Posting Date
12/08/2025 Proposed Starting Date
01/01/2026 EEO Policy Statement
The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu). Position Summary
The Manager of Visitor Experience at the Georgia Museum of Art is a strategic, autonomous leader responsible for shaping and delivering an exceptional, inclusive, and seamless experience for every museum guest, from arrival to departure. This role oversees all aspects of visitor engagement, including wayfinding, parking, exhibitions, amenities, gift shop interactions, and overall hospitality, fostering an environment that encourages first-time visits, repeat attendance, and positive word-of-mouth. Reporting to the Deputy Director of Business Operations, the Manager supervises the Visitor Experience Assistant, Gallery Guides, and museum shop staff, and partners closely with the security team to maintain a safe and welcoming atmosphere. Supervision and team leadership are central to this role, with a focus on staff development, performance management, and cultivating a culture of hospitality. The Manager of Visitor Experience has broad autonomy to set departmental goals, revise policies and procedures, and make high-level decisions that shape the visitor journey. This includes authority over staffing models, service design, and operational workflows to ensure alignment with institutional priorities. The Manager also leads budget planning, forecasting, and financial decision-making for the department, including oversight of the museum shop’s point-of-sale systems, product development, and earned revenue strategies. As a key stakeholder in institutional development, the Manager collaborates with departments such as Exhibitions, Curatorial, Learning and Engagement, and Communications to ensure that visitor experience is integrated into all aspects of programming and operations. The role also participates in museum-wide committees focused on enhancing the visitor experience and accessibility. Key Responsibilities
Set strategic goals and policies for the Visitor Experience Department. Supervise and coach visitor-facing staff, including hiring, training, and performance management. Design and implement hospitality-driven service models that reflect best practices in inclusion and accessibility. Manage departmental budget, financial allocations, and revenue-generating initiatives. Respond to complex visitor inquiries and resolve conflicts with empathy and professionalism. Drive interdepartmental collaboration to elevate the museum’s public-facing experience. Team and Visitor Experience Management
Serve as a key stakeholder in institutional development related to visitor experience. Participate in museum-wide committees focused on enhancing accessibility and visitor satisfaction. Supervise the Visitor Experience Assistant, Gallery Guides, and museum shop staff. Lead recruitment, hiring, onboarding, training, and performance management. Foster a culture of hospitality and inclusion across all visitor-facing roles. Ensure front‑line staff (Shop, Gallery Guides, Security) are well‑informed and equipped to provide accurate public information. Supervise scheduling and daily operations of front‑line staff and volunteers to ensure adequate coverage and consistent presence for visitors. Monitor staff to ensure adherence to procedures, policies, and customer service standards. In collaboration with Learning and Engagement, establish hospitality and customer service training for all public‑facing personnel. Implement incentive and motivation plans to manage Gallery Guides’ engagement. Motivate staff to actively serve visitors and promote memberships. Oversee parking operations to ensure a positive experience for visitors. Ensure a seamless and welcoming experience for all guests, from arrival to departure. Oversee wayfinding, exhibitions, amenities, and gift shop interactions. Proactively address customer concerns and resolve issues to turn negative experiences into positive ones. Respond to complex visitor inquiries and resolve conflicts with professionalism. Departmental Leadership and Strategic Planning
Set strategic goals and objectives for the Visitor Experience Department. Revise and implement departmental policies and procedures to enhance visitor engagement. Make high-level decisions regarding staffing models, service design, and operational workflows. Collaborate with senior leadership to identify and execute initiatives that improve operational efficiency, visitor satisfaction, and earned revenue. Coordinate with museum leadership to implement visitor insights that improve the visitor experience in exhibitions. Analyze visitor data and feedback to inform strategic planning and improve services, accessibility, and engagement. Develop and implement innovative approaches to visitor engagement, including digital tools and wayfinding. Represent the visitor experience in museum‑planning efforts, including participation in Senior Management meetings and institutional decision‑making impacting the guest experience. Financial and Sales Management
Create and manage the operating budget for the Visitor Experience Department, its museum‑wide initiatives, and the Museum Shop. Lead department’s budget planning, financial forecasting, and decision‑making. Lead bi‑weekly operations meetings to align operations with upcoming museum activities and ensure a seamless visitor experience. Oversee museum shop operations, including point‑of‑sale systems, product development, and earned revenue strategies. Oversee cash management and use reporting tools to assess financial data for Shop, Café, and Rentals performance. Ensure accurate and complete opening and closing procedures. Provide training and supervision for parking system operations. Support and develop initiatives to increase earned revenue in Rentals and Events. Prepare and process cost of goods reports and inventory of goods for the Museum Shop. Minimum Qualifications
Bachelor’s degree in a related field or equivalent and 8 years of professional experience. Preferred Qualifications
Experience in retail operations, including merchandising and inventory management. Knowledge of museum best practices and visitor engagement strategies. Familiarity with accessibility and inclusion practices in public spaces. Visitor services, customer service, or operations management experience in a museum, cultural institution, or similar public‑facing environment. Knowledge, Skills, Abilities and/or Competencies
Hospitality, business administration, arts administration, or similar visitor focused field. Supervising and motivating teams, including hiring, training, and performance management. Strong interpersonal and communication skills, with a demonstrated ability to resolve conflicts and provide excellent customer service. Experience managing budgets and using point‑of‑sale systems. Ability to work collaboratively across departments and with diverse audiences. Proficiency in Microsoft Office Suite and familiarity with, or ability and willingness to learn, OneUSG Connect and the OneSource Financial Management System. Familiarity with accessibility and inclusion practices in public spaces. Physical Demands
Sitting/standing for long periods of time. Lifting up to 25 lbs. Contact Details
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. Recruitment Contact Name
Parris Baker-Coley Recruitment Contact Email
psb70437@uga.edu
#J-18808-Ljbffr
S14478P Working Title
Manager of Visitor Experience Department
SRVPAA-Georgia Museum of Art Location of Vacancy
Athens Area Posting Date
12/08/2025 Proposed Starting Date
01/01/2026 EEO Policy Statement
The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu). Position Summary
The Manager of Visitor Experience at the Georgia Museum of Art is a strategic, autonomous leader responsible for shaping and delivering an exceptional, inclusive, and seamless experience for every museum guest, from arrival to departure. This role oversees all aspects of visitor engagement, including wayfinding, parking, exhibitions, amenities, gift shop interactions, and overall hospitality, fostering an environment that encourages first-time visits, repeat attendance, and positive word-of-mouth. Reporting to the Deputy Director of Business Operations, the Manager supervises the Visitor Experience Assistant, Gallery Guides, and museum shop staff, and partners closely with the security team to maintain a safe and welcoming atmosphere. Supervision and team leadership are central to this role, with a focus on staff development, performance management, and cultivating a culture of hospitality. The Manager of Visitor Experience has broad autonomy to set departmental goals, revise policies and procedures, and make high-level decisions that shape the visitor journey. This includes authority over staffing models, service design, and operational workflows to ensure alignment with institutional priorities. The Manager also leads budget planning, forecasting, and financial decision-making for the department, including oversight of the museum shop’s point-of-sale systems, product development, and earned revenue strategies. As a key stakeholder in institutional development, the Manager collaborates with departments such as Exhibitions, Curatorial, Learning and Engagement, and Communications to ensure that visitor experience is integrated into all aspects of programming and operations. The role also participates in museum-wide committees focused on enhancing the visitor experience and accessibility. Key Responsibilities
Set strategic goals and policies for the Visitor Experience Department. Supervise and coach visitor-facing staff, including hiring, training, and performance management. Design and implement hospitality-driven service models that reflect best practices in inclusion and accessibility. Manage departmental budget, financial allocations, and revenue-generating initiatives. Respond to complex visitor inquiries and resolve conflicts with empathy and professionalism. Drive interdepartmental collaboration to elevate the museum’s public-facing experience. Team and Visitor Experience Management
Serve as a key stakeholder in institutional development related to visitor experience. Participate in museum-wide committees focused on enhancing accessibility and visitor satisfaction. Supervise the Visitor Experience Assistant, Gallery Guides, and museum shop staff. Lead recruitment, hiring, onboarding, training, and performance management. Foster a culture of hospitality and inclusion across all visitor-facing roles. Ensure front‑line staff (Shop, Gallery Guides, Security) are well‑informed and equipped to provide accurate public information. Supervise scheduling and daily operations of front‑line staff and volunteers to ensure adequate coverage and consistent presence for visitors. Monitor staff to ensure adherence to procedures, policies, and customer service standards. In collaboration with Learning and Engagement, establish hospitality and customer service training for all public‑facing personnel. Implement incentive and motivation plans to manage Gallery Guides’ engagement. Motivate staff to actively serve visitors and promote memberships. Oversee parking operations to ensure a positive experience for visitors. Ensure a seamless and welcoming experience for all guests, from arrival to departure. Oversee wayfinding, exhibitions, amenities, and gift shop interactions. Proactively address customer concerns and resolve issues to turn negative experiences into positive ones. Respond to complex visitor inquiries and resolve conflicts with professionalism. Departmental Leadership and Strategic Planning
Set strategic goals and objectives for the Visitor Experience Department. Revise and implement departmental policies and procedures to enhance visitor engagement. Make high-level decisions regarding staffing models, service design, and operational workflows. Collaborate with senior leadership to identify and execute initiatives that improve operational efficiency, visitor satisfaction, and earned revenue. Coordinate with museum leadership to implement visitor insights that improve the visitor experience in exhibitions. Analyze visitor data and feedback to inform strategic planning and improve services, accessibility, and engagement. Develop and implement innovative approaches to visitor engagement, including digital tools and wayfinding. Represent the visitor experience in museum‑planning efforts, including participation in Senior Management meetings and institutional decision‑making impacting the guest experience. Financial and Sales Management
Create and manage the operating budget for the Visitor Experience Department, its museum‑wide initiatives, and the Museum Shop. Lead department’s budget planning, financial forecasting, and decision‑making. Lead bi‑weekly operations meetings to align operations with upcoming museum activities and ensure a seamless visitor experience. Oversee museum shop operations, including point‑of‑sale systems, product development, and earned revenue strategies. Oversee cash management and use reporting tools to assess financial data for Shop, Café, and Rentals performance. Ensure accurate and complete opening and closing procedures. Provide training and supervision for parking system operations. Support and develop initiatives to increase earned revenue in Rentals and Events. Prepare and process cost of goods reports and inventory of goods for the Museum Shop. Minimum Qualifications
Bachelor’s degree in a related field or equivalent and 8 years of professional experience. Preferred Qualifications
Experience in retail operations, including merchandising and inventory management. Knowledge of museum best practices and visitor engagement strategies. Familiarity with accessibility and inclusion practices in public spaces. Visitor services, customer service, or operations management experience in a museum, cultural institution, or similar public‑facing environment. Knowledge, Skills, Abilities and/or Competencies
Hospitality, business administration, arts administration, or similar visitor focused field. Supervising and motivating teams, including hiring, training, and performance management. Strong interpersonal and communication skills, with a demonstrated ability to resolve conflicts and provide excellent customer service. Experience managing budgets and using point‑of‑sale systems. Ability to work collaboratively across departments and with diverse audiences. Proficiency in Microsoft Office Suite and familiarity with, or ability and willingness to learn, OneUSG Connect and the OneSource Financial Management System. Familiarity with accessibility and inclusion practices in public spaces. Physical Demands
Sitting/standing for long periods of time. Lifting up to 25 lbs. Contact Details
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. Recruitment Contact Name
Parris Baker-Coley Recruitment Contact Email
psb70437@uga.edu
#J-18808-Ljbffr