Visitor Operations Manager

Position Summary
The Visitor Operations Manager oversees the PMML’s public-facing operations during assigned hours and supervises the Visitor Services Associate. The position also leads ticketing, retail, group bookings, and facility rentals.
Reporting to the Director of Operations, the Manager is responsible for a professional, efficient, and welcoming front-of-house operation. The Manager also leads the PMML’s onsite and online retail business and manages ticketing within Tessitura.
The position works with the CRM & Constituent Operations Manager on broader system administration and data standards.
Essential Qualifications

• Two or more years of experience in visitor services, retail, ticketing, hospitality, museum operations, or a related setting
• Experience supervising or directing the work of others preferred
• Strong communication and organizational skills, with sound judgment in handling visitor and operational issues
• Experience managing retail operations, including merchandising and inventory
• Experience with e-commerce operations; Shopify experience preferred
• Experience with ticketing, CRM, or database systems; Tessitura experience preferred
• Experience with cash handling, reconciliation, and basic financial controls
• Ability to manage multiple priorities and maintain consistent follow-through
• Ability to work independently and make routine onsite decisions within established policies
• Ability to work weekends, occasional evenings, and extended hours as needed
• Ability to lift up to 30 pounds
• First Aid certification or willingness to obtain it
• Interest in history, museums, libraries, or cultural institutions preferred

Assigned Responsibilities and Duties

Front-of-House Management

• Serve as the onsite manager during assigned public hours.
• Supervise the Visitor Services Associate, including scheduling, day-to-day direction, coaching, and performance feedback.
• Ensure appropriate front desk coverage and consistent visitor service standards.
• Resolve escalated visitor concerns and routine operational issues.
• Ensure opening, closing, keyholder, safety, and daily operating procedures are followed.
• Provide front desk coverage when operationally necessary while maintaining primary responsibility for management of the front-of-house function.

Ticketing Operations

• Manage ticketing operations within Tessitura.
• Maintain accurate ticket types, pricing, discounts, admissions setup, and event configuration.
• Ensure ticketing information is current for admissions, programs, and special events.
• Resolve routine ticketing issues and coordinate with the CRM & Constituent Operations Manager when broader system or data issues arise.
• Monitor ticketing activity and provide operational reporting to the Director of Operations.
• Follow established CRM standards for system use and data quality.

Retail and E-Commerce

• Lead the PMML’s onsite retail operation and Shopify storefront, with responsibility for sales growth and performance.
• Select and source merchandise that supports visitor demand and institutional goals.
• Manage purchasing, vendor relationships, and inventory levels.
• Oversee merchandising and product presentation onsite and online.
• Recommend pricing and product changes based on sales performance.
• Oversee order fulfillment and retail customer service.
• Coordinate retail promotions with Marketing.
• Maintain appropriate inventory and financial controls.

Groups and Rentals

• Manage group visits, tours, and facility rentals from initial inquiry through confirmation and onsite execution.
• Coordinate each booking with the staff needed to support it.
• Provide clients with clear information about availability, pricing, and requirements.
• Serve as the primary operational contact for groups and rental clients.
• Maintain accurate booking records and ensure activities follow established PMML policies.

Revenue and Operational Performance

• Monitor activity and revenue trends across ticketing, retail, groups, and rentals.
• Identify opportunities to improve retail sales, visitor service, group activity, and rental performance.
• Maintain accurate operational records and follow established reconciliation procedures.
• Coordinate with other departments when visitor operations depend on shared information or support.

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Schedule and Availability
This position averages 28 hours per week and is scheduled to provide management coverage during the PMML’s public hours, with additional administrative time for retail, ticketing, bookings, rentals, and other operational responsibilities. Availability for occasional evenings and extended hours in support of events or rentals is expected.

Other Responsibilities

• Manage visitor and customer inquiries through phone, email, and shared communication channels.
• Support special events and other onsite operations as assigned.
• Perform other duties as assigned by the Director of Operations.

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