ASSISTANT DIRECTOR OF VISITOR EXPERIENCE

BACKGROUND

The Witte Museum is where Nature, Science and Culture meet, through the lens of Texas Deep Time and the themes of Land, Sky, and Water. The Witte is the only museum that focuses on Millions, Thousands and Hundreds of years in what we now call Texas. The Witte inspires people to shape the future of Texas through transformative and relevant experiences in engaging exhibitions and programs.

POSITION SUMMARY

The Assistant Director of Visitor Experience is an ambassador for the Witte Museum and plays a pivotal role in enhancing the visitor experience through positive interactions that ignite emotional connections, encourage exploration and discovery and create memorable experiences. The Assistant Director of Visitor Experience provides transformational leadership and motivation to the Visitor Experience Team to deliver exceptional customer service and achieve strategic sales goals. Through inspiring communication and a commitment to excellence, this position supports the Witte Museum’s mission. The Assistant Director of Visitor Experience will work with the Admissions Desk, Museum Store, Café, and Volunteers to cover cashier lunch and breaks, in addition to high visitation days, e.g., Free Tuesdays, weekends, and holidays. The Assistant Director of Visitor Experience reports directly to the Director of Visitor Experience.

RESPONSIBILITIES:

• Conducts daily morning team meetings to keep staff informed and motivated; oversees efficient and safe museum operations; maintains accurate Manager on Duty Reports; ensures effective team coverage for all Visitor Experience team members.
• Supervises the Walker Admissions Desk, ensuring accurate cash handling, application of discounts and refunds, proper credit card procedures and adherence to deposit protocols.
• Supports the management and accuracy of data within the CRM system, ensuring up-to-date admissions pricing, store inventory, discounts, contracts, scholarships and reporting.

• Leads museum operations during evenings, weekends and holidays when the Director of Visitor Experience is offsite.
• Directs the promotion and clear communication of special exhibitions, memberships, programs, group experiences and events, ensuring the Visitor Experience Team is informed and effectively engaging visitors.
• Collaborates with the Director of Visitor Experience to ensure departmental operations run efficiently and that coverage is consistently maintained across all public areas.
• Leads efforts to ensure communication among team members – and between the team and visitors- is clear, consistent, and effective.
• Trains, motivates, and evaluates Visitor Experience Associates, fostering professional growth, accountability and alignment with the Witte’s standards of excellence.
• Directs the Visitor Experience Associates and Visitor Experience Volunteers to maintain a professional appearance, organization and upkeep of the Walker Admissions Desk, Bolner Family Museums Store, Tremblay Family Café, and Museum Floor
• Ensures all team members maintain required licenses and certifications and the Tremblay Family Café consistently achieves perfect scores on health code inspections.
• Partners with the Director of Visitor Experience to develop strategies, establish measurable goals, monitor progress and mentor staff toward success.
• Leads volunteer engagement through ongoing mentorship, training and recognition of contribution.
• Supports the management of the Visitor Experience Volunteer Core, including recruitment, training and scheduling.
• Reports operational issues or maintenance needs to the Director of Visitor Experience and/or the appropriate department leader for timely resolution.
• Performs other duties as assigned within the scope of the role to support the Museum’s mission and deliver an exceptional visitor experience.

EDUCATION:

• Bachelor’s Degree required
• Preferred: Bachelor’s in Mass Communications, Museum Studies, Marketing or Business
• Required: Appropriate Licensing and Certification - Texas Food Managers Certificate and TABC Server/Seller License

EXPERIENCE AND SKILLS:

• Minimum of one year experience in cash handling or customer service experience
• Proficient in Microsoft Word, Excel and Outlook
• Must be an energetic, enthusiastic individual with the ability to complete job assignments with minimal supervision
• Must be self-motivated, detail-oriented, possess strong interpersonal communication skills and be visitor focused
• Ability to work independently and as a team member
• Reliable and punctual
• Must be able to assess a situation and take appropriate actions
• Required: Must possess skills working with children and families
• Preferred: knowledge of CRM and POS systems- Tessitura, Altru and/or Shopify preferred.
• Preferred: bilingual (English/Spanish)
• Preferred: knowledge of South Texas History, Science and Water Resources

PHYSICAL REQUIREMENTS:

• Works in a climate controlled environment as well as periods of outdoor activities and events, sometimes in varying weather conditions
• Must be able to walk, stoop, bend, climb stairs, reach overhead, sit and stand for extended periods
• Occasionally lift heavy objects up to 35 lbs.
• Frequent near vision use for reading and computer
• Must be able to function effectively in a sometimes-stressful environment, dealing with a variety of challenges, strict deadlines and numerous contacts
• Must be able to work in a flexible schedule including evenings, weekends and holidays

The Witte Museum is an equal opportunity employer.

Job descriptions can change with or without notice due to the Witte’s mission and needs.