Visitor Operations Manager

• 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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Powered by JazzHR

JLsA5BRdzc

Mission94 delivers a rich experience at a state-of-the-art facility! Our trainers are committed to providing you with a safe learning environment so that you can discover your perfect set of skills and class schedule. We also offer a distinguished retail space and a unique collection of historical firearms for you to observe and learn about.