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Job Description

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 here (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.

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 **t** eam 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: 5%

Minimum Requirements:

+ Bachelor’s Degree or equivalent AND two years of applicable experience in the program specialty OR equivalent education/experience.

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

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

Compensation, Benefits and Position Details

Pay Range Minimum:

$72,000.00 annual

Pay Range Maximum:

$84,000.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

Alternate Work Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

Not Applicable

About the UW

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty.

Our Commitment

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81 (https://policy.uw.edu/directory/po/executive-orders/eo-81-prohibiting-discrimination-harassment-and-sexual-misconduct/) .

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080) .

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.