Visitor Experience Specialist, IS-1001-11 chez Smithsonian Institution

Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the Smithsonian endowment, revenue from our business activities, donations, grants and contracts. Trust employees are not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust positions are generally the same as for federal positions and in many cases trust and federal employees work side by side. Trust employees have their own benefit program, which may include Health, Dental & Vision Insurance, Life Insurance, Transit/Commuter Benefits, Accidental Death and Dismemberment Insurance, Annual and Sick Leave, Family Friendly Leave, 403b Retirement Plan, Discounts for Smithsonian Memberships, Museum Stores and Restaurants, Credit Union, Smithsonian Early Enrichment Center (Child Care), Flexible Spending Account (Health & Dependent Care). 

The position is located in the Smithsonian Institution's Office of Visitor Services. The Smithsonian Institution is the world's largest museum and research complex, consisting currently of 19 museums, galleries, the National Zoological Park, and nine research facilities. The Office of Visitor Services (OVS) is the principal office at the Smithsonian responsible for understanding, designing and improving all stages of a visitor's journey, from planning, to visit and post-visit experiences. The Office enables the Smithsonian's mission through its activities as the primary point of contact for Smithsonian visitors. In addition, OVS provides internal services to Smithsonian staff that serve visitors, including over 3,000 volunteers. This position supports the goal of enhancing the Smithsonian experience by creating engaging and impactful interactions. This includes understanding, designing, and improving all stages of a visitor’s journey, from planning, to visit and post visit experiences.

The incumbent is responsible for day-to-day coordination of the visitor experience at the Smithsonian, including customer service, volunteer management and scheduling, coordinating support services, dissemination of information, and related administrative tasks. These tasks take place onsite at Smithsonian museums and units as well as via telephone, email, postal mail, and through various systems. The incumbent must utilize, update, and maintain various systems used by Smithsonian volunteers and visitors.

Daily Operations Coordination
Plans and coordinates the visitor services operations at SI, aligning with institutional goals of access, education, and engagement in accordance with organizational procedures.

Supports the establishment of guidelines and procedures to ensure positive experiences for visitors. Develops and updates operational procedures that support a welcoming visitor experience and provides recommendations for training requirements based on staff observations, volunteer input, and visitor feedback.

Provides day to day assistance to staff and volunteers, including the creation and maintenance of daily work schedules, ensuring adequate coverage in priority locations, monitoring services, and escalating issues to senior staff and management as appropriate.

Provides support to the visitor experience program, assisting the welcome desk operations, the visitor traffic within exhibitions and museum spaces and ensuring timely coordination and fulfillment of accessibility service requests.

Coordinates and maintains resources that support the visitor services operations, including informational signage, brochures, and daily-use supplies. Ensures visitor services zones and information desks are consistently stocked and operational.
Supports accessibility services tailored to the needs of visitors with disabilities, ensuring staff and volunteers are equipped with the tools and training to deliver respectful and effective service.

Stays informed of emerging trends in museum visitor services programs, collaborating with staff to proactively address evolving challenges and opportunities presented by a dynamic customer base.

Maintains contact with staff and volunteers of museums and galleries, to consult on issues related to customer services, volunteer program improvements, and evaluation tools and techniques.

Assists with contract as required, under the general direction of senior-level staff.
Works with senior-level staff to support the development of financial spending plans, manpower and material resources. Assists with fund management, monitoring budget, expenses and keeping a comprehensive financial journal.

Collaborates with the development of new strategies and objectives for serving visitors and volunteers improving the visitor experience and service across SI.
Supports unit director and other senior staff with administrative tasks and special projects.

Volunteer Readiness Support
Evaluates readiness efficacy based on visitor feedback and volunteer performance, providing recommendations to the strategic plans to strengthen retention and impact.

 Supports the shape of the museum’s volunteer infrastructure to meet the evolving needs of audiences ensuring long-term program sustainability.

 Analyzes current staffing levels, volunteer engagement trends, and future resource needs to maintain efficient levels of staffing.

Co-develops enhanced training aids focused on communication, customer service, and accessibility, preparing volunteers to represent the museum’s values and connect meaningfully with the public. Tracks training progress of volunteers ensuring ongoing development through peer mentoring and performance feedback, cultivating a community of lifelong learners and stewards.

 Visitor Experience Program

Supports the visitor services program administration.

Maintains accurate volunteer records in the Smithsonian’s centralized database.

Supports the development of program operational guidelines tailored to the museum context.

Collects key metrics and statistics for institutional reporting, aligning performance evaluation with strategic priorities.

Collaborates with staff to organize recognition events and engagement initiatives, celebrating contributions and fostering team cohesion.

Monitors supply tracking and purchasing and contributes to annual budget proposals.

Communication & Volunteer Engagement

Facilitates clear and effective communication with visitors, volunteers, and staff to ensure positive engagement and timely resolution of service-related issues.

Coordinates ongoing communication with visitor services volunteers and relevant staff through multiple channels (e.g., phone, email, in-person, digital platforms), disseminating updates on exhibitions, guidelines, facilities, programs, and special events.

Collects, reviews, and analyzes visitor feedback, including comments and inquiries, and refers substantive issues to appropriate offices for resolution or follow-up.

 Surveys staff and volunteers to gather information on ways to enhance the effectiveness of visitor services operations.

 Prepares written reports and summaries on visitor services activities, trends, and feedback for internal use and leadership review.

 Performs other duties as assigned
 Other Significant
 This position may require working a non-standard time of duty, weekends and holidays. 

Education (if positive education is required) and Experience: : To qualify for this position, applicants must possess a bachelor’s degree (B.A.) from an accredited four-year college or university and/or 5 years of related experience (described below); or an equivalent combination of education and experience.

 Experience required for this position is as follows:

Knowledge in customer services operations, museum operations, public engagement, and volunteer coordination to evaluate the operations and processes that supports the mission of the organization and recommend improvements.

Knowledge of museum operations and governance to support the guest services experiences, accessibility programming, traffic flow management, and exhibit-based programming, ensuring visitors receive timely assistance and equitable service across both indoor and outdoor public areas. 

Knowledge of museum exhibit planning cycles, and departmental collaborations to serve as a liaison for aligning visitor service efforts with exhibitions, educational programming, and institutional events. In-depth knowledge of visitor services principles and best practices within high-volume, public-facing environments, such as museums and galleries.

Knowledge in writing operational procedures to develop, implement, and refine standard operating procedures, and guidelines tailored to museum visitor services programs—ensuring alignment with institutional goals and responding to evolving visitor expectations.

Knowledge in qualitative and quantitative methods to evaluate program effectiveness and recommend adjustments using data-informed approaches, including feedback from visitors, volunteers, and cross functional staff. 

Proficient in maintaining and utilizing visitor services databases and volunteer management systems, including training in system use. Skill in mentoring and delivering training and on the job training to volunteers and staff in visitor interaction techniques, customer service excellence, and adaptive problem-solving.

Skill in handling sensitive situations diplomatically and effectively, applying conflict resolution practices and maintaining a welcoming atmosphere. 

Skill in managing complex operational components of daily visitor services, such as scheduling staff and volunteers, monitoring service delivery, and crowd control techniques. 

Ability to work within a collaborative team environment, coordinating cross-functional efforts to deliver excellent visitor service outcomes.

Skill in oral and written communication techniques to deliver timely, courteous, and informative responses across multiple channels including in-person exchanges, briefings, emails, and phone calls, supporting seamless coordination and ongoing volunteer engagement 

 

Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.

 

Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.

  

Join us in "Inspiring Generations through Knowledge and Discovery."

 
Resumes should include a description of your paid and non-paid work experience that is related to this job; starting and ending dates of job (month and year); and average number of hours worked per week.  

What To Expect Next: Once the vacancy announcement closes, a review of your resume will be compared against the qualification and experience requirements related to this job. After review of applicant resumes is complete, qualified candidates will be referred to the hiring manager.

 

Relocation expenses are not paid.

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact Bakerda@ si.edu Determinations on requests for reasonable accommodation will be made on a case-by-case basis.  To learn more, please review the Smithsonian’s Accommodation Procedures (https://www.si.edu/OEO/IndividualswithDisabilities). 

 

The Smithsonian Institution is an Equal Opportunity Employer. To review The Smithsonian's EEO program information, please click the following: https://www.si.edu/oeo