Visitor Experience Manager

Posted by
Museum of the African Diaspora
San Francisco, CA
Published 18 days ago

Organizational Description

MoAD, a contemporary art museum, celebrates Black cultures, ignites challenging conversations, and inspires learning through the global lens of the African Diaspora.

Department Description

The Visitor Experience Department is the first point of contact for visitors to MoAD. This department serves as an ambassador for MoAD, proactively providing visitors with information about exhibitions, programs, and memberships, and setting the foundation for visiting the museum space. Representing the public facing aspects of the Museum, the Visitor Experience Department is a critical component of facilitating quality engagement for the Museum’s visitorship. This department is responsible for overseeing both the physical and online MoAD bookstore. As one of the only Black bookstores in San Francisco, the MoAD Bookstore celebrates Black Literature and is an intentionally designed platform that exclusively amplifies books and authors of the African Diaspora.


MoAD seeks a full time Visitor Experience Manager to supervise the public facing responsibilities of the admissions desk and retail operations of the Museum. The Visitor Experience Manager plays a key role in several areas of MoAD–-from overseeing museum admissions to merchandising the physical and online bookstore, to leading and working alongside a small team of Associate level staff and interns. This role will guide the vision for the bookstore by selecting titles, interfacing with publishers, maintaining inventory, shipping customer orders, and handling invoicing for all retail operations.

The ideal candidate has proven experience in customer service and retail at a managerial level, an aptitude for operating and managing POS systems, and is an organized, attentive, and welcoming presence at the front desk. Knowledge of books and authors of the African Diaspora is critical, in addition to a curatorial vision and passion for uplifting Black literature. Key skills include strong written and oral communication, attention to detail, ability to take initiative on projects, successful at working as a team and on individual projects. The Visitor Experience Manager should be skilled in diplomatic conflict resolution, confident in communicating information and enforcing MoAD policies, and can take initiative in supporting visitors throughout their visit.

This is a non-exempt, 40-hour per week position with a flexible schedule. This position typically works 40 hours during the Museum operational hours. The work schedule is variable due to museum events--weekend and evening work will be required on a regular basis.

Salary: $24/hour

Full benefits package, including vacation, sick, holidays, FSA, pre-tax commuter benefit, and health/dental/vision with employer contributions at 90% for employees and 60% for dependents.

Desired Experience

  • Two or more years demonstrated professional experience, preferably in museum, bookstore, retail, library, or cultural non-profit
  • Experience with and knowledge of museum practices, especially as related to the African Diaspora and contemporary visual arts
  • Excellent customer service and proven experience with positive public interaction
  • Interest in and knowledge of African Diaspora literature, publishing, and bookstore
  • operations
  • Effective written and oral communications skills; able to present information to a wide variety of internal and external stakeholders
  • Strong retail management skills, experience in sales, and ability to build and maintain good relationships with vendors and publishers
  • Demonstrated project management experience. Ability to balance multiple priorities
  • Extremely organized, reliable, punctual, and detail-oriented
  • Ability to communicate via phone, stand and use computer for extended periods of time
  • Use of POS and database systems. Experience with Blackbaud Altru and Shopify is a plus
  • Excellent math skills and attention to detail on reports, ledgers, cash handling, etc.
  • Desire to work in a diverse environment

Essential Job Responsibilities

  • Front of House/Physical Responsibilities (50%)
  • Use POS system to manage bookstore operations, including but not limited to fulfilling and shipping book orders, maintaining online store website, and conducting weekly inventory assessments
  • Status: 40-hours per week, Full-Time Non-Exempt
  • Schedule: Flexible, will require weekends and some evenings
  • Staff Admissions desk as a confident and attentive presence for staff and visitors
  • Ensure quality service, effective merchandising, and a positive visitor experience
  • Manage cash handling, register functions, and end of day reconciliation.
  • Supervise VEX Associates (manage schedules, develop annual performance reviews)
  • Maintain visual appearance of bookstore through regular cleaning, organization, and visual merchandising
  • Be present as core in-house staffing at both private and public events as needed

Administrative Responsibilities (40%)

  • Track weekly inventory assessments to value the quality and relevance of merchandising
  • Work closely with the Public Programs and Exhibitions Departments to stock
  • programmatic and exhibition-specific books for events
  • Represent MoAD in networking opportunities for booksellers, such as the California
  • Independent Booksellers Association Mosaic Community

Financial Responsibilities (10%)

Please submit cover letter, resume, and a list of three professional references to:

ATTN: Visitor Experience Manager Job Application The Museum of the African Diaspora (MoAD)

685 Mission Street

San Francisco, CA 94105


The Museum of the African Diaspora is an equal opportunity and encourages people of diverse backgrounds to apply. MoAD is firmly committed to complying with all federal, state and local equal employment opportunity ("EEO") laws. MoAD strictly prohibits discrimination against any employee or applicant for employment because of the individual's race, creed, color, sex, religion, national origin, age, gender identity or expression, sexual orientation, height and weight, disability, marital status, partnership status and any other characteristic protected by law.

Organizational Description

MoAD, a contemporary art museum, celebrates Black cultures, ignites challenging conversations, and inspires learning through the global lens of the African Diaspora.

Department Description

The Visitor…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Education
    4-Year Degree Required
  • Professional Level


685 Mission St, San Francisco, CA 94105, USA

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