Visitor Experience Supervisor

Position Title: Visitor Experience Supervisor 

Department: Education

Reports To: Visitor Experience Manager

Schedule: To Be Determined

Position Type: Full Time (40 hours per week), Hourly Non-Exempt, At Will (onsite)

Overview: The Visitor Experience Supervisor focuses on supporting the day-to-day operations of the ICA’s galleries while ensuring gallery operations are effective and efficient for staff and visitors. Working with the Visitor Experience Manager, the role assists in improving access to the museum, educational resources and information via the gallery workforce — Visitor Assistants (VAs), while ensuring the safety of all visitors and artwork and providing visitors with an exceptional museum experience. The Visitor Experience Supervisor partners with the Visitor Experience Manager to oversee the professional development of gallery personnel — Visitor Assistants and VA Leads and ensures that the gallery staff are equipped to serve visitors while enforcing museum policies. The Visitor Experience Supervisor provides administrative support for the Visitor Experience Manager, is required to work professionally, collaboratively and collegially with staff, and visitors, serving as mentor and positive role model.  As a supervisor on the gallery floor, this role also supports the security and safety of the artworks as well as our visitors and staff. This position requires adhering to ICA dress code policies and onsite work. Evening, weekend and some holiday availability is required.

The Visitor Experience Supervisor contributes to a culture of collaboration, community, and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.

WORKING AT THE ICA:

• All ICA employees are required to reside in Massachusetts and within a reasonable commuting distance from our Seaport location as of their first day of work.

 Responsibilities:

• Supervise galleries and gallery staff and oversee the implementation of museum guidelines, gallery protocols and regulations.
• Serve as a liaison for visitors while promoting the safety of the museum objects and spaces; communicate clearly and consistently with visitors and staff to ensure a positive visitor experience. Stays up to date on programs and exhibitions to support knowledge exchange with staff and visitors.
• Respond to inquiries from the public in a polite and courteous manner and aid Visitor Assistants with public interactions when necessary. Observe and assist visitors, correct or report concerns to Director of Safety and Security, and Visitor Experience Manager as necessary and per ICA guidelines. Promptly submit incident reports to supervisor for events involving staff.
• Work closely with Security, Curatorial, Facilities, and Visitor Services teams to ensure visitor concerns are addressed or resolved, and safety procedures are carried out effectively.
• Supervise daily gallery activities including scheduling and overseeing staff breaks, gallery coverage, and program support.
• Work with VA team to successfully implement gallery programs, such as Pop-Up Talks, Books and Looks, and support VAs teaching in these areas. Review research, provide feedback and assist with scheduling staff coverage.
• Maintain a neat, clean, and welcoming gallery environment, monitor crowds in museum areas to provide a smooth visitation flow in and out of galleries.
• Monitor galleries to ensure designated areas are covered and properly staffed.
• Share responsibility for the performance and professionalism of all VA team members while on duty in the galleries; ensure that Visitor Assistants (VAs) and VA Leads enforce museum policies and procedures and keep abreast of exhibition and institution-related information.
• Collaborate with the Visitor Experience Assistant Manager and VA Leads to assist with onboarding and training new Visitor Assistants and candidates for Gallery Operator, to help familiarize them with their newly assigned duties and position responsibilities. 
• Collaborate with Visitor Experience Assistant Manager and Visitor Experience Manager to identify potential candidates for VA Leads roles, assist with training and development of selected team members.
• Observe and inspect artwork for change or compromise of any kind, ensure all art exhibits are in proper working order, and submit reports to registrars as needed.   
• Communicate with Visitor Experience Manager, registrar, and/or preparators regarding condition and maintenance of gallery exhibits. Promptly submit incident reports when necessary.
• Secure galleries and ensure all team members are instructed on proper operation of necessary equipment and lighting.
• In conjunction with Security, safely evacuate staff and visitors in emergency situations.
• Must maintain professional appearance and adhere to ICA dress code policies.

Administrative Duties:

• Plan and maintain preliminary draft of weekly schedules for all team members, and ensure galleries are properly staffed.
• Plan and lead daily team meetings, serving as a team leader and motivator to foster positive rapport between VAs, VA Leads, other Visitor Experience staff, management, all ICA staff, and visitors.
• Consult Visitor Experience Manager to ensure all VA team members are aware of and adhere to policies and regulations of the museum and their position.
• Collaborate with colleagues across the museum to ensure gallery personnel are well prepared to engage with the public, and safety protocols of the galleries are followed.
• Attend weekly Visitor Experience planning meetings, Bi-Monthly meetings with Visitor Experience Manager, and monthly VA Lead Meetings.
• Perform additional duties as assigned.

Qualifications:

• Minimum of 2 years supervisory and administrative experience required, previous experience handling and resolving performance issues.
• Minimum of 2 years of customer service experience required.
• Ability and willingness to work collegially, professionally and collaboratively with a diverse group of constituents including staff, visitors and vendors.
• Ability to remain calm and professional under pressure.
• Excellent communication, interpersonal, conflict resolution, and problem-solving skills required.
• Knowledge of contemporary art is highly desired.
• Open to working in multi-sensory environment.
• Ability to multi-task and pay close attention to details.
• Experience working with culturally diverse people in a public setting is desirable. 
• Experience working in a fast-paced museum environment a plus.
• Must be responsible, reliable and maintain confidentiality working with sensitive information
• Possess the ability to exercise excellent judgment to enforce established policies and procedures for the safety and security of people, artwork and facilities in a complete, consistent, and timely manner.
• Must be willing and able to exchange accurate information with visitors, staff, departments, and diverse and multigenerational guests.
• Working knowledge of iPads, Wikis and Microsoft Office—Excel and Outlook required, experience using SharePoint a plus.
• Work for this position is performed in a museum setting and involves working with the public and all that entails.
• Bilingual or multilingual a plus.
• Must be able to work a weekly set schedule, including evenings, weekends, and holidays.

Physical Requirements:

• Prolonged periods of remaining stationary working on a computer-based equipment, printer, standing and/or moving about in the galleries, including the Watershed, traversing stairs if elevator is not available in emergency situations. 
• Ability to see, listen and talk for extended periods in person, over the telephone and computer, and understand printed materials. 
• Staff in this position use and/or operate a hand-held radio for communication. 
• Ability to lift up to 15 pounds, pushing, pulling and gripping. 

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While the above is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Work for this position is performed in a museum setting and involves working with the public and all that entails. Work involves extended periods of standing and/or walking. Staff in this position use and/or operate a hand-held radio for communication.

The ICA offers an excellent benefit package that includes health, dental and vision insurance, disability/life insurance, flexible spending accounts, 403(b) retirement plan, and paid time off.

Pay Range: $23.25– $24.00 per hour

The wage range for this role accounts for a variety of factors used to make compensation decisions including but not limited to skill sets, experience and professional training, and the organization’s internal compensation structure. It is typical for a new hire to enter their role at the lower end of the stated range. At the ICA, compensation decisions are dependent on facts and circumstances of each case.

How to Apply:

Interested candidates should send a letter of interest and resume to dpires@icaboston.org and jobs@icaboston.org. When applying, include “Visitor Experience Supervisor” in the subject line of email.