Hall of Science Visitor Manager

Organizational Background

NYSCI is New York City’s science center, a place where everyone is invited to explore how science and engineering shape our world, and how we can use scientific tools and ideas to answer questions and solve problems. Visitors pose questions, design solutions, explore phenomena, and work together to make amazing things happen.

Located in Queens, one of the most diverse counties in the U.S., NYSCI welcomes 400,000 visitors annually, including families, students on field trips, and camp and after school groups. NYSCI also works with thousands of teachers each year to make classroom science more relevant, exciting and meaningful to students, and conducts innovative research about how science learning happens through everyday experience.

Our exhibitions, programs, and products are informed by strategies of engagement called Design, Make, Play. The defining characteristics of Design, Make, Play — open-ended exploration, imaginative learning, personal relevance, deep engagement and delight — are the ingredients that inspire passionate STEM learners.

The New York Hall of Science’s Visitor Experience staff are a critical and integral part of NYSCI’s overall operations. NYSCI depends upon the talents and skills of this team to successfully accomplish its mission. Under the direction of the Director of Audience Development and Experience, the Visitor Experience Manager provides support, direction, and consultation for NYSCI’s general visitor, membership, birthday party and group admissions functions.

Approximately 30% of the Visitor Experience Supervisor’s time is focused on NYSCI’s family and group visitors, 35% on supporting the Visitor Experience Associates, and 35% on the related administrative work.

The Visitor Experience Manager plays an integral role in the visitor experience, coordinating and supervising a team of Visitor Experience staff engaged in the delivery of a world class experience for NYSCI’s diverse audiences. Working both independently and collaboratively, the Visitor Experience Manager aims to ensure a positive visitor experience, excellent customer service, and efficient processes for our visiting audiences.

Primary areas of focus include:

• Working across teams to create, update, and execute processes and procedures that support NYSCI’s diverse audience and dynamic operations.
• Supervise, train, and provide an environment for growth and development for Visitor Experience Associates to build knowledge and skills that supports positive visitor experience.

In addition, the Manager works closely with colleagues throughout the institution to help identify and measure key performance indicators to drive visitor satisfaction.

• Ensure a high quality of service and a high level of visitor satisfaction through oversight of all aspects of the full cycle of the visitor experience at the museum, including customer service, visitor safety and museum information.
• Lead Visitor Services staff by example and in a hands‑on manner to ensure excellent service and a positive museum experience that encourages repeat visitation and community participation.
• Provide consistent, mission‑focused and values‑aligned leadership, prioritizing trusted relationships and professional development opportunities for all employees. Responsibilities include interviewing, hiring, and scheduling employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
• Coordinate across departments to support operations including but not limited to:
  General Visitor operations, Group operations, Birthday Party operations, Café seating, and operation of ancillary attractions such as playground, mini golf, feature exhibitions, theater, updating staffing plans as needed.
• Oversee daily visitor experience operations, and proactively assess and recommend enhancements and improvements that are aligned with the museum’s mission and budget.
• Collaborate and communicate in a highly productive and effective way with events, operations, security, and other staff on all visitor‑related issues,…