Director of Visitor Experience Operations

Summary

We are the nation's art museum, home to a renowned collection of over 160,000 works of art from antiquity to today. Millions of people come through our doors each year—with even more online—making us one of the most visited art museums in the world. Located on the National Mall, admission to the West and East Buildings, Sculpture Garden, special exhibitions, and public programs is always free.

Duties

The National Gallery of Art serves the nation by welcoming all people to explore and experience art, creativity, and our shared humanity. The National Gallery develops the understanding of art through collecting and exhibiting in ways that reflect our nation and its histories; preserving our collections for future generations; and delivering compelling public programs and events, engaging digital experiences and groundbreaking scholarship. This position is a critical, front-facing position tasked with leading and inspiring a diverse team of at least 35 staff and 250 volunteers in the delivery of first-in-class visitor services across the National Gallery's 25-acre campus. Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution that welcomes up to four (4) million visitors annually. The Director navigates a complex and often high-profile calendar of daily operations, public programs, special events, and official visits while ensuring that hospitality, service quality, safety, accessibility, and operational readiness remain central to decision-making. Duties for this position include Direct visitor operations across onsite, telephone, email, and digital channels, including accessibility services, ticketing and registration, contact center services, and operational support for membership and public programs. Coordinate with institutional partners to improve service consistency, operational readiness, and accessibility. Translate visitor feedback and audience research into operating changes, training, and measurable improvements; guide cross-departmental initiatives through implementation and handoff. Oversee budgets; manage purchases and contracts and adjust resources to changing priorities. Develop workforce models, succession plans, and talent strategies that align staffing resources with institutional goals. Requirements

Qualification requirements must be met by the closing date of the announcement. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on OPM Website. It is your responsibility to ensure that you submit appropriate documentation prior to the closing date. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant experience as it relates to this job announcement. Be clear and specific when describing your work history since human resources cannot make assumptions regarding your experience. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. Qualifications

Specialized Experience Statement: Candidates must possess at least one year of specialized experience, equivalent in responsibility to the GS-14 level in the Federal service or private sector managing a complex visitor experience operation in an art museum, cultural institution or hospitality venue; coordinating cross-departmental initiatives to improve visitor experience; and managing operating budgets and workforce resources. OPM Qualifications Standard: Individual Occupational Requirements: Miscellaneous Administration and Program Series 0301 Associated Group standard: Group Coverage Qualification Standard for Administrative and Management Positions Merit promotion applicants must meet the time-in-grade requirement as defined in 5 CFR 300, Subpart F. You must meet all qualification and eligibility requirements by the closing date of this announcement. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: Applicants who are referred to the hiring office for selection consideration may be required to submit writing and/or work samples as part of the interview/selection process. If the hiring office decides to request a writing and/or work sample as part of its selection process, the vacancy contact will reach out to you by email to: (1) inform you of this requirement; and (2) provide further instructions.

Education

This position does not have an education requirement. How You Will Be Evaluated

You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses to the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Leadership Human Capital Management Accountability Customer Service Planning and Evaluating Problem Solving Partnering Project Management Interpersonal Skills Financial Management Workforce Planning and Evaluating A Subject Matter Expert (SME) will conduct a quality review of your application and supporting documentation to determine if your qualifications meet the criteria for referral to the selecting official. All qualified non-competitive applicants and all qualified Merit applicants will be referred to the hiring manager for consideration. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. The National Gallery of Art uses an application tracking system to evaluate the responses you provide in the applicant assessment questionnaire to determine if you meet the minimum qualification requirements of this position. Then, the HR Office and/or Subject Matter Expert (SME) will conduct a quality review of your application and supporting documentation to determine if your qualifications meet the criteria for referral to the selecting official. You may preview questions for this vacancy. Benefits

The Federal Government offers a comprehensive benefits package. Please see Benefits at https://www.si.edu/OHR/benefits for a complete description. Flexible Spending Accounts - https://www.fsafeds.com/ Health Insurance - http://www.opm.gov/insure/health/index.asp Leave - http://www.opm.gov/oca/leave/index.asp Life Insurance - http://www.opm.gov/insure/life/index.asp Retirement Program - https://www.opm.gov/retirement-services/ Other Information

The National Gallery of Art fosters a fair workplace and is an Equal Opportunity Employer. The EEO policy is found at: https://www.nga.gov/employment-opportunities/equal-employment-opportunity More than one selection may be made from this vacancy announcement. This position is not included in the bargaining unit. Relocation expenses will not be paid. Some positions may require completion of a probationary period of up to 1 (one) year. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. EEO Policy: USAJOBS Help Center - Equal employment opportunity policy Reasonable Accommodation Policy: https://help.usajobs.gov/reasonable-accommodation Veterans Information: https://help.usajobs.gov/working-in-government/unique-hiring-paths/veterans Selective Service Registration: http://www.sss.gov/ Veterans Employment Opportunity Act (VEOA): To be eligible for a VEOA appointment under Merit Promotion procedures, the veteran must be a preference eligible or a veteran separated after 3 years or more of continuous active service performed under honorable conditions. Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements visit the following websites: Persons with Disabilities-Schedule A Special Hiring Authorities for Veterans Special Hiring Authority for Certain Military Spouses Other Special Appointment Authorities Reasonable Accommodation Requests: To learn more, please consult the following resources: Disability Employment - Reasonable Accommodations (OPM) How to contact an agency