Manager of Visitor & Museum Services

Carnegie Museums of Pittsburgh, 4400 Forbes Avenue, Pittsburgh, Pennsylvania, United States of America Req #910
Friday, July 1, 2022
There's no cultural organization in the world quite like Carnegie Museums of Pittsburgh. With a legacy of discovery and outreach dating back to 1895, today we are a family of four diverse, dynamic museums; Carnegie Museum of Art, Carnegie Museum of Natural History, Carnegie Science Center, and The Andy Warhol Museum. We're committed to being inclusive, both onsite and online, and to exploring with our audiences the big ideas and issues of our time. Carnegie Museums of Pittsburgh is interested in candidates who, through their experience and collaborations, will contribute to diversity and excellence of the Carnegie Museums community.

The CMP COVID-19 Employee Vaccine Policy requires that all employees provide proof of COVID vaccination or if not fully vaccinated, must provide proof of negative COVID-19 testing on a weekly basis.

The Manager of Visitor & Museum Services works closely with Director of Visitor & Museum Services to ensure the highest level of customer service at Carnegie Museum of Art (CMOA) and Carnegie Museum of Natural History (CMNH). This position supervises Visitor & Museum Services coordinators, team leaders, associates and representatives; coordinates with Supervisor of Group Visits and Program Registration to provide safe and efficient arrivals and departures of school groups; liaise with managers of other front-line staff (including Security, Education, and Custodial) to improve interoffice communication and enhance visitor experience.


EDUCATION & EXPERIENCE:

  • Undergraduate degree and one year supervisory experience in ticketing, museum admissions, arts management, or retail required.
  • Expertise in training and scheduling staff, customer service, public contact, and cash handling and settlement required.

KNOWLEDGE, SKILLS, ABILITIES:

  • Excellent interpersonal, communication, organizational and presentation skills.

PHYSICAL REQUIREMENTS: Work requires ability to quickly access remote areas of the museum and to be on foot nearly 50% of the workday.


PRINCIPAL ACCOUNTABILITIES:

  • Work with Director of Visitor & Museum Services to develop and implement, evaluate, and improve Carnegie Museums’ customer service policies to ensure a welcoming environment and a meaningful and positive visitor experience both inside and outside.
  • Work with Supervisor of Group Visits and Program Registration to ensure fulfillment of contracted services and seamless communication with education departments of CMOA and CMNH.
  • Assist Director of Visitor & Museum Services to improve and implement customer service policies by developing training programs and manuals for Visitor & Museum Services Associates and Representatives.
  • Work with Director of Visitor & Museum Services to recruit, train, and evaluate Visitor & Museum Services personnel to provide the highest level of assistance to patrons.
  • Conduct “on the floor” supervision of staff.
  • Responsible for scheduling and yearly evaluation of staff. Perform all money handling procedures; cash pick-ups, change delivery, deposits, record keeping, credit card accounting and batch balancing; train personnel on ticketing system; develop and maintain admission manuals.
  • Work with Director of Visitor & Museum Services to foster clear communication channels among all frontline managers (including Security, Custodial, Special Events, and Education departments) to improve visitor experience.
  • Troubleshoot to solve customer service problems in the Oakland facility. Respond to visitor problems and complaints.
  • Work with Director of Visitor & Museum Services to establish welcome and exit standards for personnel deployed in parking lot and garage.
  • Coordinate with Director of Safety and Emergency Planning to ensure traffic safety standards are met.
  • Supervise parking operations and maintain internal inventories and billing of parking tickets.
  • Plan and conduct department meetings and briefings.
  • Other duties as assigned.
The following PA Act 153 clearances, or proof of application of clearances, are required beginning employment and as a condition of continued employment: Pennsylvania Child Abuse History Clearance Pennsylvania State Police Criminal Record Check FBI Fingerprint Criminal Background Check Obtaining the required clearances is completed as part of the new hire process.

Carnegie Museums is an Equal Opportunity-Affirmative Action Employer – Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity

The above job description reflects the essential functions and qualifications for the position identified, and shall not be construed as a detailed description of all the work requirements that may be inherent in the position. The job description does not constitute an employment contract and does not alter the at-will relationship between CMP and the employee.   

*GUIDANCE ON ESSENTIAL FUNCTIONS:   The Americans with Disabilities Act (“ADA”) requires employers to consider and accommodate qualified individuals with disabilities.  An individual is qualified if he or she can perform the essential functions of a job with or without reasonable accommodation. An essential job function is any task that is a fundamental part of the job.  When considering essentiality, one must focus upon whether the function is essential to this particular job and not to the department as a whole. Some additional guidance on essential functions follows below.  Please note that the following guidelines are non-exhaustive.  If you have any questions or need additional guidance, please contact Human Resources. A. Is the function required to be performed on a regular basis? If the function is rarely performed, it may not be essential. B. Is the function highly specialized? Is the incumbent hired for his/her expertise or ability to perform the function?  The need for special expertise is an indication of an essential function. C. Does the position exist, at least in part, to perform the function?  If so, the function is more likely to be essential. D. How much time is spent performing the function and how often?  Note that even functions performed 10% of the time could be essential if they are required on a regular basis. E. Would elimination of the function fundamentally alter the job?  If so, the function is more likely to be essential. F. What are the consequences of not requiring the incumbent to perform the function? If they are significant, the function is more likely to be essential.  G. Are there a limited number of employees among whom the performance of the function could be distributed if the incumbent could not perform it?  If so, it is more likely to be essential.

Other details

  • Pay Type Hourly
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  • Carnegie Museums of Pittsburgh, 4400 Forbes Avenue, Pittsburgh, Pennsylvania, United States of America