Assistant Director, Member & Visitor Services

Under the direction of the Director, Member and Visitor Services, will be responsible for current and long-range delivery of quality service to all Museum members and visitors. This is accomplished by translating the Museum-wide service culture into a reality on the front lines on a daily basis. Essential Functions

Set vision for service based on the Fine Art of Service Program that continually improves the standard for the visitor experience and is communicated to all departmental staff. This is achieved through a knowledgeable and well-trained base of staff and volunteers, and clear policies, procedures, and goal setting. Act as “Manager in Charge” during non-business hours (evenings and weekends), overseeing all service and operations across Museum departments. Serve as the key decision maker for issues requiring managerial judgment and enforce set policies, procedures, and standards amongst all staff. Directly supervise and evaluate Senior Manager, Visitor Experience, Admissions Managers and House Manager. Ensure that all frontline staff will be cross-trained to serve as admissions cashiers, MFA Guide representatives, Remis Box Office support, phone operators and Members’ services staff. Develop and maintain visitor feedback collection and analysis program to understand engagement; analyze and communicate finding to museum for short and long term action and application. Advocate for the visitor while collaborating with departments across the institution to develop and coordinate programming and communications in order to promote the overall MFA brand to visitors and members. Gather and disseminate accurate information to visitors and members regarding the Museum’s programs, exhibitions, and amenities through the use of various brochures, electronic signage, maps, the Web site, etc., which effectively enhances a visit to the Museum. Administer visitor information on automated phone system; ensure messaging is updated and live operators are easily accessible. Assure wayfinding effort for the Museum is clearly and attractively presented; coordinate with Exhibitions and Design and Communications to accomplish this end. Collaborate with Accessiblity to ensure delivery of service to audiences with special needs. Provide assistance and direction to MFA Associates and Senior Associates when appropriate to ensure their mission to serve members and visitors is in accordance with current Museum objectives and policies. Work closely with Director of Volunteer and Community Engagement to acquire, train, and support MVS volunteers. Continually benchmark peer institutions’ member and visitor services efforts to identify best practices that may be employed by the MFA.

Requirements

Bachelors in Business or related discipline 5 to 7 years experience managing a fast-paced customer service operation Demonstrated track record of hiring, training and motivating diverse staff and volunteers in order to optimize the visitor experience Solid experience in managing and tracking complex schedules Strong relationship management skills Savvy and creative problem solver while exhibiting tact and diplomacy Strong verbal and written communication skills Experience managing large crowds Must be willing and flexible to work evenings and weekend schedules

For consideration, please submit your cover letter and résumé to: resumes@mfa.org. You may also submit your materials via postal mail to: Human Resources Department, Museum of Fine Arts, Boston, 465 Huntington Avenue, Boston, MA 02115.

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