Visitor Service Manager IS-1001-12 na Smithsonian Institution
Smithsonian Institution · Washington, Estados Unidos Da América · Onsite
- Senior
- Escritório em Washington
OPEN DATE: November 19, 2025
CLOSING DATE: November 24, 2025
POSITION TYPE: Trust Fund
APPOINTMENT TYPE: Permanent
SCHEDULE: Full Time
DUTY LOCATION: Washington, DC
- SI Only
What are Trust Fund Positions?
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).
Conditions of Employment
- Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.
- Complete a Probationary Period.
- Maintain a Bank Account for Direct Deposit/Electronic Transfer.
- The position is open to all candidates eligible to work in the United States. Proof of eligibility to work in U.S. is not required to apply.
- Applicants must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement.
OVERVIEW
This position is located in the Visitor Operations Department, within Smithsonian’s National Zoo and Conservation Biology Institute (NZCBI). The Visitor Operations department is responsible for planning, creating, implementing and managing a wide range of services and programs that are designed to enhance visitor experience at the National Zoo, including Visitor Services, Education and Learning, and In-Park Revenue Generation.
The incumbent is responsible for policy development, as well as oversight, implementation and management of policies and procedures for the Visitor Services team. The incumbent develops and executes strategic and tactical plans for daily Visitor Services operations in the public spaces and online, including directing the daily work and outreach of the Visitor Services team throughout the Zoo and managing operations of ticketing and reservations. The Visitor Services team interfaces at all levels with the majority of SI offices, including all partner groups and operations, as well as several external organizations in the DMV area.
DUTIES AND RESPONSIBILITIES
- Manage Visitor Services Operations: Plan, manage, and implement all elements of Visitor Services operations, including in-park services, ticketing, reservations, and accessibility, for the Zoo's seven-day-a-week operation.
- Supervise and Lead Staff: Directly supervise, motivate, and manage a diverse team of 30-50 personnel consisting of paid staff, contract associates, and volunteers.
- Develop Customer Service Strategy: Develop and implement strategies and procedures to strengthen customer service and enhance the overall visitor experience, establishing a service culture in coordination with other Smithsonian offices.
- Oversee Personnel and Training: Execute the full range of supervisory responsibilities, including recruiting, training, evaluating work performance, setting performance standards, and resolving employee complaints.
- Manage Budget and Contracts: Develop financial spending plans and manage the department budget. Oversee Visitor Services contracts, including analysis, providing technical requirements, and monitoring progress and quality of performance.
- Provide Senior Coordination: Advise senior NZCBI leadership on daily schedules, special events, and activities. Serve as the department's representative in meetings, task forces, and workshops to integrate policies and short/long-term plan
QUALIFICATION REQUIREMENTS
- Expert knowledge of zoo/museum operations and public-facing programs, with the ability to lead and direct all Visitor Services functions.
- Strong supervisory and leadership abilities, including managing subordinate supervisors, developing staff, and overseeing daily operational execution.
- Advanced judgment in emergency response and conflict resolution, with the ability to make immediate, safety-critical decisions.
- Skill in budget formulation and execution, including developing, justifying, and managing organizational program budgets.
- Exceptional oral and written communication skills for presenting information, conducting training, coordinating with stakeholders, and representing the organization.
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 LaDonnys Biagas, [email protected] 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 provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact LaDonnys Biagas, [email protected] 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
