Visitor Experience & Volunteer Manager

Visitor Experience & Volunteer Manager Reginald F. Lewis Museum Baltimore, MD Job Details Full-time $55,000 - $65,000 a year 21 hours ago Benefits Health insurance Dental insurance Flexible spending account Parental leave Employee assistance program Vision insurance Flexible schedule Life insurance Retirement plan Qualifications Customer communication Staff supervision Teamwork Team supervision Volunteer management Museum experience Team development Bachelor's degree Arts Full Job Description

JOB TITLE

Visitor Experience & Volunteer Manager

REPORTS TO

Chief Curator & Director of

IVEE FLSA

Exempt

DATE REVISED

May 19, 2026 __________________________________________________________________________

Organization Mission:

The mission of the Reginald F. Lewis Museum is to document, interpret, and preserve the complex experiences, contributions, and culture of Black people. We serve as a catalyst for sustained change by providing programs, exhibitions, and bold conversations that educate and challenge.

Position Summary:

The Visitor Experience & Volunteer Manager provides day-to-day management for all frontline visitor services and the museum's volunteer program. This role is responsible for cultivating a welcoming, inclusive, and mission driven visitor experience while supervising Visitor Experience Associates and Volunteers. The Manager ensures excellence in customer service, operational efficiency, and public engagement, serving as the bridge between institutional goals and the lived visitor experience. This position also develops and manages a robust volunteer program that enhances museum operations, supports public programs, and deepens community connection.

Key Responsibilities:

Visitor Experience Management & Operations Lead and manage all aspects of the museum's frontline visitor experience, ensuring alignment with institutional values and standards. Provide supervision, scheduling, and support for Visitor Experience Associates (VEAs). Establish and uphold service standards for admissions, engagement, and gallery presence. Monitor daily operations including admissions, gallery flow, and visitor services systems. Serve as Manager-on-Duty (MOD) during operating hours, including weekends and special events. Resolve any visitor concerns with professionalism and cultural sensitivity. Staff Supervision & Development Recruit, train, coach, and evaluate Visitor Experience Associates. Develop onboarding and ongoing training programs focused on: Customer service excellence Cultural competency and inclusive engagement Exhibition knowledge and interpretation Foster a team culture grounded in professionalism, accountability, and hospitality. Create clear communication channels and regular team meetings. Volunteer Program Management Design, implement, and manage a comprehensive volunteer program aligned with museum needs. Recruit, onboard, and train volunteers across key areas: Visitor services support Public programs and events Educational and interpretive support Develop volunteer schedules and assignments to supplement frontline operations. Track volunteer hours, engagement, and impact. Cultivate a meaningful volunteer experience that encourages retention and community advocacy. Visitor Engagement & Interpretation Enhance visitor engagement strategies that reflect the museum's mission and exhibitions. Support and expand interpretive offerings (tours, wayfinding, storytelling). Collaborate with Curatorial and Education teams to ensure accurate and engaging content delivery. Analyze visitor feedback and implement improvements to the visitor journey. Revenue Oversight Oversee admissions and ensure proper cash handling, POS procedures, and reporting standards (aligned with VEA duties). Identify opportunities to enhance earned revenue through visitor experience touchpoints. Operational Coordination & Event Support Coordinate staffing plans for daily operations, group visits, and special events. Partner with internal teams on program execution, ensuring seamless visitor facing logistics. Maintain high standards for cleanliness, safety, and presentation in all public areas. Data, Reporting & Continuous Improvement Track and analyze visitor metrics, attendance, trends, and service performance. Prepare regular reports on visitor experience and volunteer program outcomes. Use data to inform staffing, training, and operational decisions.

Qualifications:

Education & Experience Bachelor's degree in museum studies, Hospitality, Public History, Arts Administration, or related field preferred. Minimum 3-5 years of experience in visitor services, customer experience, or public-facing operations. Minimum 1-2 years of supervisory or management experience required. Experience managing or coordinating volunteer programs strongly preferred. Skills & Competencies Strong leadership, interpersonal, and communication skills. Demonstrated commitment to cultural competency and inclusive engagement. Excellent organizational and problem solving abilities in fast paced environments. Experience with POS systems and CRM platforms (Salesforce & Tripleseat). Ability to manage multiple priorities and adapt to changing operational needs.

Core Competencies Leadership & Team Development Visitor Centered Thinking Cultural Competency & Inclusion Operational Excellence Communication & Collaboration Work Environment:

This role requires a consistent on site presence, including weekends, holidays, and occasional evenings. The Manager should expect extended periods of standing, active engagement with visitors, and oversight of busy public spaces, consistent with frontline conditions described for VEAs.

Salary Range:

$55,000 - $65,000 Benefits: 10 days of vacation leave, annually 10 days of sick leave, annually 6 days of personal leave Retirement Plan (Maryland State Pension) 12 Government Holidays A comprehensive health care program The Reginald F. Lewis Museum is committed to diversity and equal opportunity in recruitment, hiring and employment. The Reginald F. Lewis Museum shall not, in any manner, discriminate regardless of race, color, age, disability, national origin, citizenship, creed, religion, sexual orientation, gender identity or expression, matriculation, or veteran status, and any other status protected by law.

Pay:

$55,000.00 - $65,000.00 per year

Benefits:

Dental insurance Employee assistance program Flexible schedule Flexible spending account Health insurance Life insurance Parental leave Retirement plan Vision insurance

Experience:

Museum:

5 years (Required)

Work Location:

In person