Manager of Visitor Experience

Create a highly positive experience for museum visitors that is conducive to repeat visitation, membership conversion, and positive word of mouth for the Center. Manage the oversight of the visitor services program, including visitor services desk operations (training, technology, policies and procedures). Proactively promote membership and donations. Resolve visitor issues and complaints. Substitute staff at visitor services desk as needed.Manage the museums community volunteer program for visitor services and special events volunteers. Develop and implement recruitment strategies and training for volunteers. Additional duties include scheduling shifts, sending timely communications, providing supervision while onsite, and carrying out a volunteer recognition program. Annually recruits new volunteers, appoints them as conditional employees, and conducts onboarding training sessions. Manages ongoing continuing-education sessions for visitor services volunteers. Plans and maintains the volunteer calendar of events and communicates regularly with volunteers in person and through email, phone, text messages as needed, and a weekly eNewsletter.Train docents to give tours of Center exhibitions. Oversee the exhibition tour calendar and ensure requests are confirmed, docents are scheduled, and tour quality is high. Responsible for giving tours when volunteers are unavailable.Daily collaboration and communication with team to ensure a positive and welcoming experience for all museum visitors. Collaborate with marketing and communications, membership, programming, and other external facing teams to implement promotions and partnerships that promote the visitor experience and membership conversion. Work with the marketing and communications team to develop visitor-focused collateral, support the museums on-site and online presence, and develop and administer visitor feedback systems. Research and order shop items related to Ransom Center exhibitions.Collect exhibition statistics and revenue reports for senior management. Develop and oversee the visitor and volunteer services annual budget. Responsible for tracking, monitoring, and reconciling all departmental expenses. Track and report first floor gallery statistics on a weekly basis, including attendance, donations, audio guide engagement, tour participation, gift shop sales, and survey numbers when applicable, and completes end-of-exhibition wrap up reports.Research and plan merchandise for exhibitions. Work with business office to provide daily reports of credit card transactions.Other related functions as assigned.