Director of Enterprise and Visitor Services - The Frick Museums and Art of Pittsburgh : Job Details

Director of Enterprise and Visitor ServicesThe Director of Enterprise, and Visitor Services plays a central role in ensuring that all visitors have a welcoming, engaging, and safe experience while visiting the Frick.The Director of Enterprise and Visitor Services leads and provides strategic direction for three areas of the museum's activities: (1) enterprise operations, which include the (onsite and online) Museum Store, The Caf at the Frick and the facility rental program; and (2) visitor services, which includes the Museum Experience Associates and admissions.The Director of Enterprise and Visitor Services leads a team of up to 30 people and has four direct reports: General Manager of Caf Services; Museum Experience Manager; Store Manager; and Events Manager.The Director of Enterprise and Visitor Services serves as a strategic partner for strengthening and evolving the standards and best practices of a service-focused visitor experience in a growing, fast-paced non-profit organization while supporting revenue goals.The Director of Enterprise and Visitor Services works in a cross-functional manner with other members of the nine-person Senior Leadership Team to achieve the mission of the museum in ways that ensure financial sustainability, visitor satisfaction, and the safety of people and property.

• Must have a commitment to fostering a workplace culture of Equity, Inclusion, and excellent Customer Service.

Hours: 35 hours per week, with some weekend and evening hours requiredReports to: Executive DirectorStatus: Full-time, exempt with benefitsSalary: $77,540 - $90,850, based on experienceResponsibilities:I. Enterprise Operations: 50%

• Oversee the strategy and execution of revenue-generating departments including ticket sales, caf and museum store sales, and facility rentals; liaise with the Marketing and Communications department to drive promotion and sales.
• Maximize admissions revenue through the analysis of attendance trends and statistics; reporting on trends as appropriate to the senior management team
• Engage and inspire an entrepreneurial spirit throughout the site to explore new earned income initiatives.

II. Visitor Services: 30%

• Assess, build, and lead the overall quality of the visitor experience and daily operations; develop and ensure that department systems, procedures, and practices support effective operations while providing outstanding customer service and encouraging repeat visits.
• Oversee all customer relations, including ticketing (onsite and online), visitor complaints, safety incident reports, operation of an effective visitor center, and staff training in all aspects of customer service
• Implement assessment of the visitor experience through evaluation of all aspects of Visitor Services to drive continued process refinement and improvement.
• Complete and maintain Owner/Manager RAMP Certification Training through the PA Liquor Control Board.
• Support the Museum's diversity and inclusion best practices to ensure that all visitors feel respected, warmly welcomed, and comfortable in the museum.
• With the Director of L&VE, ensure that the Frick is welcoming to all visitors and ADA compliant and implementing more extended accessibility. Works with the Marketing and Communications department on coherent wayfinding,
• Be an ambassador for the Frick engaging daily with our visitors and guests and ensuring a consistent, and safe experience.

III. Staff Management: 20%

• Supervise managers to effectively implement and adhere to budgets and purchasing policies.
• Establish and maintain long-term strategic and short-term daily operating plans and influence and inspire teams to collaborate effectively.
• Conduct annual performance reviews and informal performance assessments for managers and coordinators in ways that unleash maximum performance and employee satisfaction.
• Hire, coach, manage, and mentor staff that includes 4 direct reports and an overall team of 30 full and part-time staff.

Position Requirements:

• Must possess a bachelor's degree in business or related field or equivalent experience
• Must have five years or more of demonstrable experience in earned income and income generation venues
• Must possess five or more years prior management experience
• Proven ability to remain calm and confident under pressure, using sound operational judgment to resolve complex issues.
• Experience in a management role, with a proven ability to lead, motivate, and develop a diverse team.
• A track record of working collaboratively as part of a team to deliver a high-quality visitor service.
• Comfort with technology, including familiarity with Office 365
• Possess a valid driver's license
• Must pass a background check:Background check must qualify candidate to be able to carry the PA Liquor Control Board Owner/Manager Certification.

The Frick Pittsburgh is an Equal Opportunity Employer that is committed to fostering a workplace culture of accessibility, inclusion, diversity, and racial equality and urges all diverse candidates to apply.