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The Visitor Services Supervisor, reporting to the Visitor Services Manager, is responsible for providing oversight and support to the Visitor Services team. The role involves supervision of Visitor Services staff, serving as the onsite point-person for customer service as related to the Visitor Services department, assisting with Tessitura ticketing operations, and contributing to data and sales reporting. The Visitor Services 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.

The Visitor Services Supervisor must be available to work evenings, weekends, holidays, and performances/special events. This full-time, hourly position is required to work onsite.

Please note:

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

Responsibilities:

Supervisory

  • Provide daily onsite supervision to the Visitor Services staff to ensure assigned tasks are completed on time and appropriately, and guidelines and protocol are being followed at all times, as set forth by the Visitor Services Manager. In absence of Visitor Services Manager, handle any VSA corrective actions needed regarding customer service and or enforcement of guidelines and policies. Document staff incidents to Visitor Services Manager.
  • Act as a resource and guide for the Visitor Services team in customer service matters as they relate to the Visitor Services department
  • Assist Visitor Services Manager with hiring and onboarding new VSA staff; assist in interviews, training, coaching and onboarding
  • Provide ad hoc coaching to Visitor Services Associates in accordance with ICA and Visitor Services Handbooks and ICA Quality of Service Training
  • Maintain resource guides for Visitor Services staff to maintain well informed & working knowledge of exhibitions, programs, and schedule of events to provide to visitors
  • Assist Visitor Services Manager with in-the-moment scheduling needs to ensure appropriate coverage; manage daily schedule and attendance to include callouts, shift coverage, tardiness
  • Assist the Visitor Services Manager in planning and presenting at regular Visitor Services staff meetings; assist in ensuring staff are knowledgeable on and following institutional policies and procedures and participating in organizational meetings, trainings, and events
  • Regularly meet with Visitor Services Manager to provide feedback on staff performance and attendance
  • Collaborate with security and gallery staff in-the-moment to ensure visitor safety and ICA museum property at all times
  • Assist Visitor Services Manager with box office operations as assigned
  • Assist Visitor Services Manager with administrative tasks as assigned

Customer Service

  • Ensure Visitor Services staff is adhering to the ICA’s Quality of Service Training by acting as a resource on best practices and providing ongoing coaching and guidance to staff
  • Assist in managing the daily operations for admissions and box office with high emphasis on customer service, organization, and efficiency, ensuring all visitors are attended to professionally and promptly
  • Maintain a well-informed and working knowledge of exhibitions, programs, and schedule of events
  • Assist with facilitating crowd control during busy museum periods and special events
  • Manage inventory and distribution of printed materials at the Visitor Services desk
  • Provide Director of Visitor Operations with visitor feedback through regular manager/supervisor meetings

Tessitura

  • Maintain Tessitura performance builds for regular and recurring events and performances as directed by the Visitor Services Manager
  • Assist Visitor Services Manager with TNEW maintenance as needed
  • Process library memberships as assigned
  • Troubleshoot technical issues with Tessitura in the moment

Onsite Membership

  • Provide support to the VSA team members for onsite membership sales. Act as a resource for Visitor Services team for questions or issues regarding onsite memberships
  • Meet regularly with Visitor Services Manager to share feedback on onsite membership sales and processes
  • Assist the Membership department with administrative support and data entry as needed

Financial

  • Manage daily cash deposits and keep visitor services desk stocked with required cash for change when manager not on site
  • Track visitor attendance

Qualifications:

  • Possess the ability to supervise the operations and staffing of a public space
  • Strong customer service and communication skills
  • Possess the ability to remain calm under pressure, use good judgement, and respond effectively to visitor and staff concerns
  • A self-starting attitude with the initiative to keep oneself informed and on-task
  • Ability to work well with a team and on individual tasks
  • Ability to troubleshoot and respond effectively during high-volume periods
  • Ability to work a flexible schedule including evenings, weekends, and occasional holidays
  • Must be reliable, punctual, honest, and a team player attitude
  • Ability to work collegially, professionally, and collaboratively with a diverse group of constituents including staff, visitors, and vendors

Physical Requirements:

  • Prolonged periods of remaining stationary working on a computer
  • Ability to move about in the office to access files, printers, etc.
  • Ability to lift up to 15 pounds, pushing and pulling, keyboarding and gripping
  • Must be able to exchange accurate information with visitors, staff, departments, and vendors.
  • Ability to see, listen, and talk for extended periods in person, over the telephone and computer, and understand printed materials

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.

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.

Starting Salary: $21.50 per hour
Starting compensation is based on meeting minimum qualifications.

ICA Compensation

Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge. The position’s grade and respective compensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties.

Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of the compensation range.

Interested candidates should send a resume and letter of interest to bthurston@icaboston.org. When applying, please include “Visitor Services Supervisor” in the subject line.


The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation (Red and Silver Line).

Other Locations:

Seaport Studio
100 Pier 4 Blvd, Second Floor
Boston, MA 02210

ICA Watershed
256 Marginal Street
Boston, MA 02128

The ICA is dedicated to building a culturally diverse and pluralistic workforce committed to working in a multicultural environment. Qualified candidates from groups historically underrepresented in the museum professions are strongly encouraged to apply.

The ICA is an Equal Opportunity Employer, committed to being a diverse and inclusive workplace. We are an EOE/AA employer dedicated to fair and inclusive employment practices for all individuals. The ICA is committed to providing access and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact HR-EOE@icaboston.org or 617-478-3171.

The Individual Giving Officer, reporting to ICA’s Director of Individual Giving, will cultivate, solicit, and steward donors and initiate and develop prospect relationships; renew Director’s Circle and Advocate level memberships; secure designated support; and partner with colleagues across the Development team and institution to foster philanthropic giving. The Individual Giving Officer will be creative, collaborative, and eager to play an important role in the ICA’s annual fundraising efforts and priorities. This is a full-time, salaried position.

The Individual Giving Officer 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.

Please note:

  • All ICA employees are required to reside in Massachusetts and within commuting distance from our Seaport location as of their first day of work.
  • The ICA offers the flexibility of a hybrid work week, which averages three days a week onsite for employees who are eligible to work remotely (subject to change, and at manager’s discretion).

Responsibilities:

  • Develop, renew and upgrade a portfolio of 125–150 donors by cultivating, soliciting and securing annual or multi-year gifts at the $1,000+ level, in support of the ICA’s fundraising goals. This includes working in concert with the Development team to raise funds for: annual operations (via the Director’s Circle program); designated major gifts towards capital projects, exhibitions, performance, education and public programs; acquisitions (via the Acquisitions Circle); planned gifts (via the James Sachs Plaut Society); and ICA special event fundraisers (e.g., the Gala and Women’s Luncheon)
  • Qualify, cultivate, and steward ICA prospects in coordination with the Individual Giving team and other ICA colleagues
  • Maintain an active donor meeting schedule, plan, and prepare for donor meetings, manage and track related communications for long term relationship building and stewarding. Work with departmental leadership on deployment of resources and moves management
  • In collaboration with Director of Development and Director of Individual Giving, develop personal and departmental goals and fundraising targets by analyzing and organizing donor data
  • Attend weekly meetings with the Individual Giving team, working collaboratively to identify and pursue strategies for prospect cultivation; and support prospect research for assigned prospects
  • In partnership with the Individual Giving and Events teams, regularly review the calendar of fiscal-year events and fundraisers; prepare for and staff donor events and fundraisers; and leverage events for prospect and donor cultivation
  • Partner with the Director of Individual Giving to realize opportunities for engaging current and prospective donors, by leveraging access to current donor event offerings and creating strategic pathways for transitioning general members into major gift, Director’s Circle-level supporters
  • Partner with the Corporate Relations Officer to strategize and leverage individual relationships with strong corporate ties and encourage patron attendance for corporate sponsor activations as appropriate
  • Develop strong working relationships with ICA staff across departments
  • Represent the ICA at events and meetings on evenings and weekends, as needed
  • Other duties as assigned

Qualifications:

  • Bachelor’s degree or equivalent experience
  • 2–3 years of development or philanthropy related experience, to include oversight of a development portfolio, preferably in a non-profit, museum, gallery, or cultural institution setting and/or in a frontline capacity
  • Demonstrated ability to build relationships, realize annual donations, track external communications, and support database integrity and management
  • Strong professional interpersonal, verbal, and written communication skills with a proven ability to communicate clearly, effectively, and persuasively
  • Knowledge of development and fundraising best practices and general office etiquette; an openness to fundraising skill building through coaching and professional development opportunities
  • Familiarity with Tessitura, Raiser’s Edge, or an equivalent CRM
  • Proficiency with Microsoft Office Suite (Word and Excel, PowerPoint, Publisher)
  • Fluency with and/or interest in contemporary art, performance, and/or arts education
  • Ability to problem solve; detail-oriented, with the ability to manage multiple projects and deadlines
  • Ability to be collaborative, use good judgement, and maintain a high level of discretion and donor confidentiality
  • Availability to staff events during morning, evening, and weekend hours as needed

Physical Requirements:

  • Prolonged periods of remaining stationary such as when working on a computer, and speaking on the phone
  • Ability to listen and talk for extended periods in person, over the telephone, and computer
  • Possess mobility to work in an office setting and use office equipment, move about throughout the museum, and travel to offsite meetings when necessary
  • Must be able to exchange accurate information with donors and other constituents
  • Ability to lift up to 15 pounds, pushing and pulling, keyboarding 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.

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.

Starting Compensation: $58,000.00 Annually
Starting compensation is based on meeting minimum qualifications.

ICA Compensation:

Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge. The position’s grade and respective compensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties. Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of the compensation range.

Interested candidates should submit resume and letter of interest to jobs@icaboston.org. When applying, please include “Individual Giving Officer” in the subject line.


The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation (Red and Silver Line).

Other Locations:

Seaport Studio
100 Pier 4 Blvd, Second Floor
Boston, MA 02210

ICA Watershed
256 Marginal Street
Boston, MA 02128

The ICA is dedicated to building a culturally diverse and pluralistic workforce committed to working in a multicultural environment. Qualified candidates from groups historically underrepresented in the museum professions are strongly encouraged to apply.

The ICA is an Equal Opportunity Employer, committed to being a diverse and inclusive workplace. We are an EOE/AA employer dedicated to fair and inclusive employment practices for all individuals. The ICA is committed to providing access and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact HR-EOE@icaboston.org or 617-478-3171.