Manager of Visitor Services

Winterthur Museum, Garden & Library encompasses an unrivaled museum of American decorative arts in its mansion and galleries and a magnificent 60-acre naturalistic garden—all set on 1,000 gorgeous acres.

Winterthur employs a wide array of positions in the areas of curatorial, horticulture, education, conservation, library, maintenance, marketing, development, technology, and administration.

Winterthur offers a unique and rewarding experience that is rich in culture and natural beauty. Winterthur considers its employees and volunteers to be among its greatest assets and welcomes applications from candidates who will contribute their specific skills to its mission “to inspire, enlighten, and delight all of its visitors while preserving and enhancing [Winterthur]” and also uphold its core values of agility, excellence, innovation, integrity, inclusion, and transparency.

JOB DESCRIPTION:

The Manager of Visitor Services reports to the Director of Interpretation and Engagement to develop, refine, and implement effective systems for the Visitor Services touch points throughout Winterthur’s complex site. Their primary responsibility is to manage the Visitor Services’ team and be a key player in strategically developing a welcoming and inclusive environment for visitors. The Manager is also responsible for projecting and tracking budgets for personnel and operational costs related to Visitor Services.

The Manager oversees a full-time Assistant Manager of Visitor Services, a Coordinator of Visitor Services, and a team of 20-25 part-time Visitor Services Assistants and Greeters. They are responsible for the team’s training, with special focus on customer service and the ticketing system.

This part-time team includes 6 individuals who work in Winterthur’s call center processing ticket purchases and membership purchases and answering general questions. Guiding this team requires familiarity with or willingness to learn the call tree menu set up and configuration, as well as responsibility for recording customized emergency messaging as needed.

At least one day a week, the Manager fills a shift in one of the Visitor Services touch points throughout the site, on a rotating basis, and is available for escalated visitor concerns.

The Manager acts as the primary point of contact for group tour bookings. This includes regular communication and coordination with the external parties, as well as any internal departments affected by group tours including, but not limited to, Tour Programs, Audience Engagement, Continuing Education, Library, Conservation, Development, Facilities, and Security.

The Manager serves as a key steward of Winterthur’s customer relationship management (CRM) and ticketing systems and is an active member of the Governance Team for those systems. Working in close partnership with Winterthur’s Information Systems team, the Manager oversees day-to-day CRM and ticketing operations, including running program and financial reports. This role requires deep familiarity with the system’s back-end functionality and a proactive approach to modeling best uses of the system to Visitor Services staff.

Compensation: $60,000 per year

Benefits:  Including, but not limited to, medical, dental, and vision insurance; generous paid time off plan including 10 holidays, vacation, personal, and sick time; 403b with employer match for eligible employees; discounts in the museum store and cafe; free general admission for you and your immediate family

Work Schedule:  Variable – at least one weekend day a week, some holidays; 35 hours/week

Responsibilities:

1. Oversee daily Visitor Services operations across all site touch points, ensuring consistent, welcoming, and efficient service for all visitors.
2. Supervise, schedule, and support the Visitor Services team, including the Assistant Manager, Coordinator, and 20–25 part-time Visitor Services Assistants and Greeters
3. Train Visitor Services staff in customer service standards, ticketing systems, and operational procedures to ensure accuracy, consistency, and a positive visitor experience.
4. Manage call center operations, including supervision of staff handling ticket and membership sales, oversight of the phone system and call tree configuration, and recording customized emergency messaging as needed.
5. Serve as a primary on-site resource for visitor issues, filling regular Visitor Services shifts and resolving escalated visitor concerns with professionalism and diplomacy.
6. Administer day-to-day CRM and ticketing system operations, including running program and financial reports, making minor system adjustments, and modeling best practices in system use.
7. Coordinate group tour bookings and logistics, serving as the primary point of contact and working closely with internal departments and external partners to ensure smooth execution.
8. Support the ongoing improvement of Visitor Services systems and workflows in collaboration with the Director of Interpretation and Engagement and the Information Systems team.
9. Project and track the personnel and operational budget for the Visitor Services department

Minimum Experience: High school diploma or equivalency with 3+ years of customer service and at least 2 years in a supervisory role

Preferred Experience: Minimum experience, as well as 3 years of ticketing system administration and supervisory experience

Knowledge/Skills: 

1. Excellent interpersonal and organizational skills
2. Excellent customer service and de-escalation skills
3. Proven track record of developing a highly functional and satisfied staff.
4. Good computer skills, including but not limited to, Microsoft Office Suite
5. Ability to develop deep knowledge of ticketing software
6. Cash handling
7. Basic budgeting skills

Essential Functions:

1. Ability to work at a computer for up to 8 hours
2. Ability to work with guests for up to 8 hours
3. Ability to navigate the estate and respond, as needed, to urgent situations in a variety of locations across the estate
4. Available on nights, weekends, and holidays
5. Comfortable working with computer equipment to troubleshoot errors and equipment breakdowns

The work of the Greater Philadelphia Cultural Alliance is made possible through the generous support of committed individuals and institutions.