Museum Services Director – United States Holocaust Memorial Museum –
Information about the organization
The United States Holocaust Memorial Museum is a federally chartered, nonpartisan institution that was created by the US Congress to serve as America’s national memorial to the victims of the Holocaust and an educational institution dedicated to the history and lessons of the Holocaust. The Museum seeks to educate Americans from all 50 states and all walks of life as well as international audiences. The Museum has three areas of expertise: Holocaust remembrance, Holocaust scholarship and education, and genocide prevention.
In carrying out its important memorial and educational mission, the Museum is guided by its institutional values for our workplace: Honor the memory of the victims; carry out our work with dignity, humility, integrity and respect for others; and strive for excellence through teamwork, rigor, and a culture of continuous learning. Consistent respect for others is the foundation for trust, collegiality and inclusion.
The Office of Museum Operations and Administration is currently seeking a Director of Museum Services.
This is a full-time donated position (non-Federal) paid with the Museum’s donated funds. Salary is commensurate with experience.
Information about the role
This position is responsible for ensuring best-in-class customer service and is responsible for leading and providing strategic direction for all aspects of the Museum’s visitor services. Reporting to the Chief Museum Operations Officer, the Director of Museum Services serves as a strategic partner for strengthening and evolving the standards and best practices related to managing visitor services, group scheduling, and a dedicated and engaged volunteer corps. This position provides the overall leadership, management, and administration of the Museum Services Division’s human capital, operations, and visitor services.
Major Duties and Responsibilities:
- Supports the Museum’s strategic objectives by delivering outstanding customer service and assessing, developing, managing, and leading daily operations.
- Develops and ensures that day to day division systems, policies, procedures, and practices support providing outstanding customer service.
- Working closely with a team of supervisors and lead representatives, provides leadership and direction to staff in the division, promoting Museum values including DEAI principles, employee development, team building/engagement, Demonstrates a commitment to continuous learning and knowledge sharing. Works in concert with the team to develop goals, objectives, priorities, spending, and work plans.
- Manages a robust volunteer program which requires ongoing engagement, communications, training, enrichment, and management.
- Proactively and regularly communicates with staff, volunteers, interns, contractors, the general public, and other key stakeholders.
- Coordinates closely with Special Events, Protection Services, Building Operations, and Museum Engagement and Digital Media to ensure a high quality experience for general visits and for special programs, events, tours, and VIP visits.
- Maintains a ticketing system for both individuals and groups with an emphasis on regular tracking and reporting of key metrics and visitation trends.
- Troubleshoots issues and effectively and respectfully resolves conflicts.
- Develops short and long-range plans for Museum Services. Assesses visitor and Museum needs and priorities. Represents the Division in meetings, discussions, or other forums. Leads in-house teams, committees, and panels.
- Manages and provides leadership for the development, implementation, and management of programs, budgets, systems, policies and procedures in accordance with professional museum standards and Federal guidelines.
- Develops performance standards and job descriptions, approves leave, and evaluates performance of direct reports and the Division overall. Responsible for management decisions related to hiring, promotions, awards, disciplinary actions, and other personnel matters. Certifies payroll and manages budget, finance, and contract/procurement related matters.
- Performs related duties as assigned.
- At least ten years of relevant public facing, customer/visitor service work experience, a Bachelor Degree or equivalent work experience, and eight years of supervisory experience is required.
- Professional positive attitude and demeanor, with excellent communication skills, in both public-facing and internal meetings, and discussions; demonstrated skill in presenting information and facilitating positive dialogue with the public.
- Demonstrated ability to organize and troubleshoot projects, and oversee budgets contracts, procurements and any other financial matters.
- Creative problem solver with demonstrated experience effectively managing logistics and navigating sensitive and complex situations.
- Ability to lead, manage, and motivate a diverse team of employees, volunteers, and interns.
- Outstanding listening skills and ability to facilitate productive conversations.
- A proven record of working effectively with diverse audiences and capacity to inspire engagement, build trust, and communicate across all departments and divisions throughout the Institution.
- Analytical and solutions oriented; can connect data points and is interested in evaluating details.
- Strong organizational skills & attention to detail essential.
- Ability to work in a time sensitive, deadline driven, demanding and sometimes stressful environment, taking initiative & prioritizing multiple tasks with minimal supervision.
- Ability to tackle challenges and stay flexible with changing priorities and needs.
- Excellent interpersonal skills, ability to work both independently & collaboratively as a member of a team.
- Possess a work style that is closely aligned with the Museum’s values including integrity, humility, teamwork/collaboration, respect for others, and commitment to continuous learning.
- Bachelor’s Degree in hospitality management, museum studies, or equivalent experience in these areas, a plus.
- Experience managing federal and non-federal staff, a plus.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
To apply for this job please visit recruiting.ultipro.com.