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Req #: 246065

Department: BURKE MUSUEM

Appointing Department Web Address: https://www.burkemuseum.org/

Posting Date: 05/15/2025

Closing Info:

Closes On 05/29/2025

Salary: $6,000 - $7,000 per month

Shift: Alternate Work Shift

Notes:

As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-contract-covered-exempt-20250130-a11y.pdf)

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits, and natural beauty.

About the Burke Museum:

When you work at the Burke, you get to help others learn more about the natural and cultural world—and do plenty of learning yourself. There’s always something new to experience! As both a University and State museum, the Burke Museum is a public resource committed to building an inclusive environment that welcomes and values all people. Learn more about the Burke Museum (https://www.burkemuseum.org/about/our-work) . In October 2019, the Burke opened a new building (https://www.youtube.com/watch?v=dx2yhsFmuOo) turning the work of a museum “inside-out” with visible labs, workrooms, collections storage, and an artist studio.

Job Summary:

We are seeking an energetic, service-oriented leader to oversee the onsite visitor experience with a dynamic and thoughtful Visitor Services team. The Burke Museum values the critical role that frontline staff play in creating an onsite experience that is accessible and inclusive for all. Now settled into our new space, we are ready to refine the visitor experience in response to how people are using the space, visitor and staff feedback.

Reporting to the Director of Visitor Experience (VEXP), this position works closely with other VEXP teams (Burke Museum Store, Membership and Private Events) in addition to collaborating with departments throughout the museum. The Visitor Services Manager is responsible for managing the admissions experience, including gallery guides, ticketing systems, and communication between visitors and staff. This role includes developing annual attendance projections and budget, overseeing progress towards goals, and proactively proposing ideas to energize profitability while supporting the Burke’s mission.

**DUTIES AND RESPONSIBILITIES** Visitor Services

The Visitor Services Manager models the empathetic service approach, empowering the Visitor Services team to engage with guests directly. Utilizing training, modeling and policy, this position ensures the proper execution of admissions ticketing, daily admissions and special programs. The manager works with their team to develop accessibility strategies to accommodate the diverse needs of all visitors and oversees the implementation of the Gallery Guide program, supporting the team in engaging museum visitors with artifacts, information and a welcoming presence. This position holds a regular presence at the front desk, monitoring the admissions process and making adjustments as necessary.

Management & Training

The Visitor Services Manager leads the Visitor Services team which includes two Supervisors, four Leads, and approximately 25 hourly staff. This position is responsible for hiring new staff, providing ongoing training, coaching and mentorship to team members. The Manager leads the development of Visitor Services policies and procedures, coordinating with other Burke departments to create inter-departmental policies as needed.

Visitor Experience

Collaborating with Visitor Experience leadership, the Visitor Services Manager supports an integrated visitor experience for guests and staff, inclusive of Membership, Private Events and Museum Store, as well as equity efforts throughout the museum. This includes training and strategy to meet onsite membership sales goals, coordination on daily museum operations and private events, and cross-training VEXP staff. This position serves as part of a team that supports museum-wide efforts to expand access to the Burke, including museum discount programs, visitor feedback, audience evaluation and disability access improvements.

Data & Systems

The Visitor Services Manager maintains competence in Admissions software, Patron Manager, guiding team members to ensure proper systems use and data integrity. This position oversees ticketing strategy for all public ticketed events, including discount codes, and generates system reports and dashboards to analyze performance, identify trends, and perform financial reconciliation.

Communication

Representing Visitor Services and VEXP in interdepartmental meetings, the Visitor Services Manager collaborates with their team to act as a connector to other departments, ensuring smooth lines of communication, maintaining a well-informed, working knowledge of museum schedules and communicating pertinent knowledge to team members.

Budgeting and Planning

The Visitor Services Manager develops budgets, revenue and expense projections, creating work plans to achieve key performance indicators and generating creative strategies to achieve goals.

+ Other Duties as Assigned **MINIMUM REQUIREMENTS**

+ Bachelor’s Degree or equivalent AND two years of applicable experience in the program specialty OR equivalent education/experience. **Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.** **ADDITIONAL REQUIREMENTS**

+ Must be able to work a schedule that includes one weekend day **DESIRED QUALIFICATIONS**

+ Experience in a high-volume public service environment including resolving visitor escalations, and the safety and movement of people

+ Experience working with data, generating reports, point of sale databases, and Excel proficiency

+ One year museum or other type of public attraction experience

+ Understanding of equity, inclusion, and decolonization in museums, and experience fostering inclusive practice **CONDITIONS OF EMPLOYMENT**

+ Able to work in an environment visible to the public with visual and audible distractions

+ Wear required credentials at all times and work attire/uniforms and name tags as required by position **Application Process:** The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.