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Manager of Visitor Experience

  • May 12, 2022 9:57 PM
    Message # 12778619

    Founded in 1965, Wave Hill is a 28-acre public garden and cultural center overlooking the Hudson River and Palisades, in the Riverdale section of the Bronx.  Its mission is to celebrate the artistry and legacy of its garden and landscapes, to preserve its magnificent views, and to explore human connections to the natural world through programs in horticulture, education and the arts.  For more information about Wave Hill, please visitwww.wavehill.org

     Reporting to the Director of Visitor Services, the Manager of Visitor Experience is responsible for ensuring that all visitors to Wave Hill have a welcoming experience and that operations run smoothly and efficiently. The Manager of Visitor Experience supports the Director of Visitor Services by executing the vision of the department and demonstrating a high level of customer service. 

    This position assumes a direct leadership role in managing the team's day-to-day operations responsible for providing superior customer service to members and visitors. This team executes the daily tasks associated with admissions, Visitor Center and reception desks, and volunteer coordination. The Manager of Visitor Experience will work a Sunday through Thursday schedule. 

    Primary Responsibilities and Duties 

    • Maintains close communication with, and provides direct support to the Director of Visitor Services 
    • Manages a team of staff, including hiring, training, task assignment, mentoring and coaching, as well as performance management. 

    • Manages daily Visitor Services operations, including daily cash drops/pickups, admissions, ticketing and membership sales using Altru database. 

    • Monitors departmental policies and procedures to ensure efficient and accurate operations, cash management, and reporting. 

    • Creates and maintains comprehensive training materials and communication channels to keep the team informed of all policies, procedures, and updates. 

    • Problem-solving customer service matters when needed, onsite, via email and by telephone, and ensures the department maintains pleasant and professional member and visitor relationships. 

    • Responsible for maintaining Visitor Services statistics and attendance records. 

    • Manages volunteer program. 

    • Executes the implementation of new initiatives as outlined by leadership. 

    • Represents the Director of Visitor Services in his/her/their absence. 

    • Additional related duties as needed. 

    Requirements and Qualifications: 

    • Minimum of three to five years’ experience managing a team, with an emphasis on customer-service operations, preferably in a museum or cultural institution setting. 

    • Has experience in hospitality

    • Excellent interpersonal and communication skills, both written and verbal 

    • Excellent problem-solving skills. Must possess the ability to exercise good judgment in ambiguous circumstances, make and implement decisions quickly and soundly. 

    • Excellent organizational, analytical, and prioritization skills, with strong attention to detail 

    • Knowledge of POS/ticketing systems and constituent databases 

    • Proficiency with Microsoft Office 365 

    • Flexible schedule with the ability to work weekends and holidays. 

    • Valid driver’s license  

    Salary range is $50k to 55K; based on experience. 

    Benefits package consists of major medical, dental, vision, 401k, and a pension plan. 

    To Apply: Send resume and cover letter to careers@wavehill.orgApplications will be reviewed on a rolling basis until the position is filled, and only those receiving an interview will be contacted. No calls, please. 

    Wave Hill is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Wave Hill is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, programs, and activities. To request reasonable accommodation, contact humanresources@wavehill.org. 


The Museum Association of New York helps shape a better future for museums and museum professionals by uplifting best practices and building organizational capacity through advocacy, training, and networking opportunities.

Museum Association of New York is a 501 (c) 3 nonprofit organization. 

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