Search

Job

Director of Visitor Experience

Posted by
New
|
Published 5 days ago

This is an exciting moment in history for The New York Hall of Science (NYSCI). After being closed since the start of the pandemic, we will be reopening this summer. While we’ve been closed, we’ve maintained a core group of amazing professionals, who have been working on new exhibitry, facilities enhancements, strategic product and pricing changes, systems automation, brand strategy, and soon to begin, a website overhaul. This is an opportunity for a customer-centric professional who is passionate about informing decisions with data, and has an interest in utilizing skills to support a mission-driven organization.

NYSCI’s Marketing and Business Development division utilizes an audience-focused approach to execute activities that further the visiting public’s understanding of the New York Hall of Science and its mission, support the museum’s overarching audience development goals and grow its capacity to earn visitation-related revenue. More specifically, Marketing and Business Development is charged with the execution, innovation and analysis of activities such as museum admission, group sales, ancillary offerings and public events. Collaborating closely with colleagues across the institution (finance, program, education, exhibits, research, marketing & public relations, design, and Explainer Leadership), as well as external parties (educators, event partners, community groups), members of the department are asked to demonstrate an entrepreneurial mindset, exceptional communication skills and operational know-how. The Marketing and Business Development division is comprised of nine units, the first five of which are included in the scope of this role: Visitor Experience, Membership, Group Sales, and Audience and Business Analytics, Marketing & Public Relations, Public Programs, Design, Events & Space Rentals.

FUNCTION

The Director of Visitor Experience will oversee the activities of revenue-generating units, including Group Sales, Membership, General Sales, Birthday Parties, Visitor Parking, and various ancillary attractions. They will serve as an intermediary between the teams that they supervise, and NYSCI's senior leadership, ensuring that the institution's strategic priorities are informed by operational realities, and conversely ensuring that strategic institutional priorities are represented in high-performance operations. Additionally, the director will collaborate across departments to bring a customer-centric perspective to operational and strategic planning. The Director of Visitor Experience will ultimately be a leader who drives their team towards operational excellence, and who proactively identifies opportunities to enhance the experience and mission delivery for all visitors who engage with NYSCI.

PRINCIPAL RESPONSIBILITIES

The Director of Visitor Experience will be responsible for overseeing the administrative, supervisory, and operational functions required to achieve operational excellence and high customer satisfaction for all of NYSCI's visitors, with primary focus on general visitation, group visitation, and members.

 

Business Planning & Revenue

1.Plan department budgets for areas of responsibility, and manage resources to ensure a balanced annual budget. Build business cases as needed for infrastructure and resources.

2. Evolve department budgets on an ongoing basis by identifying cost-reducing efficiencies, and by advocating internally for resource where there can be material improvements made to the visitor experience or revenue generation.

3. Leverage NYSCI's business data, market research, and industry knowledge to forecast revenue for various business areas.

4. Monitor progress towards revenue goals, and adjust strategy and forecasts in accordance with progress.

5. Engage in product development and pricing strategy by identifying opportunity areas among NYSCI's core and peripheral audiences, and working cross-departmentally to bring NYSCI services to market to meet demand.

6. Develop business plans for new programs in collaboration with marketing and content teams, inclusive of staffing plans, operations plans, P&L outlines, and demand forecasting.

Operations & Visitor Experience

7. Lead visitor facing teams in managing efficient operations which deliver high visitor satisfaction, and which maximize visitor engagement with NYSCI's content and programming.

8. Develop operations plans for new programs and activities, and assess and reconceptualize existing operating models as needed to improve operational efficiency and/or visitor satisfaction.

9. Oversee assessment of the visitor experience by leveraging data from ongoing surveys, box office systems, and the support of NYSCI's data analyst. Curate analytical reports to inform cross-departmental & executive teams on opportunities for improving the visitor experience.

10. Ensure that the museum is professionally presented and in full functioning condition by regularly assessing visitor areas, and coordinating with exhibits, facilities, and maintenance teams to address cleaning & maintenance needs as they arise.

11. Work in collaboration with security and facilities teams to maintain emergency management plans, and to coordinate the role of Visitor Experience staff in emergency response including: first aid response, lost child response, building evacuation and more.

12. Work in collaboration with finance & IT teams to ensure the secure handling of cash, payment information, and customer information. Ensure that accounting, financial, and data control procedures as recommended by finance & IT teams and suggested by best practice, are implemented among all staff who handle cash, payment information, and customer information.

Partner with the Chief Marketing & Business Development Officer to align with third party organizations managing our Food & Beverage and Gift Shop operations, and film partners (3D Theater) to deliver an overall positive customer experience.

Team Management

13. Oversee the training of Visitor Experience, Group Sales, Membership, and other team members on departmental policies, procedures, and operations.

14. Collaborate across departments to ensure that visitor facing teams maintain a working knowledge of current and future museum content to support their ability to effectively promote the content to visitors.

15. Manage team schedules to ensure sufficient coverage to meet visitor and operational needs at all times.

16. Perform ongoing performance management, including performance reviews for team members, management of team goals and objectives, and coordination of professional development of team members in their specialty areas.

17. Other duties as required

SUPERVISORY RESPONSIBILITIES

The Director of Visitor Experience will supervise the Group Sales, Visitor Experience, Membership, and Analytics teams. These teams currently consist of approximately 5 full-time administrative staff. Secondarily, the Director inherits supervision of a core of approximately 20 casual/hourly employees who report primarily to the Visitor Experience managers. These teams are expected to scale as attendance returns to pre-COVID levels.

QUALIFICATIONS

Bachelor’s Degree + minimum of five (5) years of experience managing direct-to-consumer business, preferably in the museums, attractions, or hospitality industries.

RELEVANT EXPERIENCE AND SKILLS

5+ years of experience managing direct-to-consumer business, and working directly with customers, preferably in a museum or attraction setting.

A strong revenue and growth orientation, with a track record of delivering quantifiable success.

Demonstrated experience hiring, leading and motivating high-performing teams.

Experience managing a multi-faceted, public-facing operation.

Basic data literacy, and ability to ask questions which can be answered by available data to inform strategy & decision making.

Ability to perform short, mid, and long-term planning to achieve established individual, departmental, and institutional goals.

A customer-centric approach to audience and revenue growth.

Experience handling cash, and maintaining strict financial control procedures.

Strong communication skills with the ability to express ideas clearly both in written and oral communications.

Proficiency with office software including Google Sheets, Google Docs, and/or Microsoft Word & Excel.

General web-based software proficiency, with prior experience as a point-of-sale system administrator preferred.

Strong time-management skills, with the ability to multi-task, delegate, and prioritize while working in a fast-paced environment.

Ability to work effectively at various levels of an organizational hierarchy.

The ability to optimize individual components of a system with an eye to how those strategies can optimize the overall system itself as well. In this case, the ability to improve how and what we do as it relates to Visitor Experience, Group Sales, Membership, with an eye to how optimizing each area delivers a stronger network effect on those units collectively.

While we strive to ensure a fair work-life balance for every team member, willingness to embrace a flexible/asymmetric work schedule, including weekends and holidays as needed.

PREFERRED QUALIFICATIONS

Experience in the museums, attractions, or hospitality industries.

Experience working with a nonprofit/not-for-profit institution.

A genuine interest in Science / Technology / Engineering / Math (STEM) and our mission to make them more accessible and exciting to anyone, especially people from backgrounds that have been historically underrepresented in these fields.

A solutions orientation and the desire to innovate and drive positive change.

You take your work seriously but don’t take yourself seriously.

Comfort level with ambiguity and the ability to make recommendations with the best information available, when ideal information is not.

COMPENSATION

Commensurate with education, skills and experience; includes an excellent NYSCI benefits package.

Organizational Background: Since its founding at the 1964 – 65 New York World’s Fair, the New York Hall of Science (NYSCI) has inspired millions of people — children, teachers and families — by offering creative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 500,000 visitors each year and serves thousands more through outreach in schools, teacher professional development programs, and participation in a variety of public events and research initiatives.

NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs and products,

all of which are informed by strategies of engagement called Design, Make, Play. The defining characteristics of Design, Make, Play — open-ended exploration, imaginative learning, personal relevance, deep engagement and delight —

are the ingredients that inspire passionate science, technology, engineering and mathematics (STEM) learners. NYSCI engages diverse communities of learners, particularly young people, in STEM, by fostering the excitement of self-directed exploration and by tapping into the joy of learning intrinsic in young people’s play. Our transformative model for STEM exploration invites broad participation and makes engagement and learning irresistible.

NYSCI has approximately 80 full time and over 60 part time staff

 

How to Apply: Please send cover letter and resume to jobs@nysci.org. Please include job title in subject line.

No phone calls.

The New York Hall of Science is an equal opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status or any other protected status in accordance with applicable law. We support a drug-free workplace.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.



This is an exciting moment in history for The New York Hall of Science (NYSCI). After being closed since the start of the pandemic, we will be reopening this summer. While we’ve been closed, we’ve maintained a core group of amazing professionals, who…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    May 16, 2021
  • Education
    4-Year Degree Required
  • Professional Level
    Managerial

Location

On-site
47-01 111th Street, Corona, NY 11368, United States

Join Idealist

Sign up today to save your favorite jobs and get email alerts when new ones are posted.