Manager, Operations & Accessibility

Position Summary
The American Museum of Natural History is one of the world’s preeminent scientific and cultural institutions, and has as its mission to discover, interpret and disseminate information about human cultures, the natural world and the universe through a wide-ranging program of scientific research, education and exhibition.

The Visitor Services department is seeking a full-time Manager, Operations & Accessibility, responsible for representing the Museum to the public and leading the Guest Services Supervisors and Representatives in their interactions with Museum visitors and members. The Manager handles daily departmental operational needs, including staff, visitors, members and equipment. They will maintain a thorough working knowledge of the ticketing system, including of all functionality and reporting related to Museum standards, policies and procedures. Additionally, they are responsible for assisting with daily operations and accessibility offerings throughout the Museum and supporting the Senior Manager of Accessibility.

Job duties include, but are not limited to:

Provide support for daily Visitor Services operations, including support at POS stations and participating in the Officer of the Day program, which supports onsite Museum operations by responding to visitor needs and concerns throughout the building.
Lead Guest Services Supervisors and Representatives in all visitor and member transactions, including upsell opportunities and processing new and renewing members in the ticketing system. Supervise interactions with visitors and members to ensure a positive experience with all transactions (e.g., reservations, ticketing, admissions).
Monitor, track and maintain accessibility devices and offerings at all shows, venues and throughout the Museum, assisting the Senior Manager of Accessibility.
Maintain and manage permanent, daily and temporary scheduling for Guest Services Supervisors and Representatives. Handle day-off scheduling requests.
Actively work with Visitor Services Senior Managers and other Managers to maintain proper Tessitura orders for voucher clients, members and visitors by adjusting and correcting orders.
Assist with accessibility offerings (e.g., Science Sense, Discovery Squad, other visitor accommodations).
Work with Guest Services Supervisors on maintaining tasks and assignments.
Update and maintain a record of Guest Services Supervisor and Representative attendance, cash handling and other policy discrepancies.
Assist with onboarding and new hire orientation in conjunction with Senior Managers, the Associate Director and the Manager of Training.
Maintain availability to work both weekend days each week.


The expected salary range for the Manager, Operations & Accessibility is $64,500/annual – $66,500/annual. The AMNH offers an extensive benefits package designed to meet the needs of our dedicated and diverse community.

Pay will be determined based on several factors. The hiring range for the position at commencement is based on the type of work and the scope of responsibilities. The salary and placement offered is based on a number of individualized factors, including, but not limited to, skills, knowledge, training, education, credentials, areas of specialization and depth and scope of experience.

Minimum Qualifications

High School Diploma or equivalent.
Two years supervisory experience in customer service, ticketing or hospitality.
Experience with guest services and ticketing systems.


Preferred Qualifications

Bachelor’s degree in business, hospitality, computer science or another related field.


Physical Demands

Must be able to remain in a stationary position (sitting or standing) for prolonged periods.
Must be able to occasionally lift up to 20 pounds.
Must be able to move about the Museum campus.


Category
Full-Time

Total Number of Scheduled Hours Per Pay Period
70

Union Status
Non-Union

FLSA
Exempt

Expected Salary Minimum
$64,500/annual

Expected Salary Maximum
$66,500/annual