guest experience manager
National Children’s Museum is a world-class institution that aims to spark children’s imaginations
and encourage them to dream. Steps off the National Mall and Pennsylvania Avenue, National
Children’s Museum celebrates the joy of childhood through science, technology, engineering, arts,
and math (STEAM) exhibits and programs. As Guest Experience Manager, you will help realize this
vision for hundreds of thousands of visitors each year.
As Guest Experience Manager, reporting to the Director of Education + Guest Experience, you will
oversee the daily functioning of museum operations and guest experiences at the Museum. Your
work will support the mission of the National Children’s Museum to inspire children to care about
and change the world–playing a critical role in sparking curiosity and igniting innovation for millions
of children in this next generation.
what you’ll do
Manage a team of full and part-time staff that provides exceptional customer service,
facilitation, and educational engagements for a variety of audiences;
Train and actively support staff in the delivery of dynamic visitor experiences at the
Museum, ensuring that daily interactions with Museum visitors are engaging, playful, and
filled with high-quality learning;
Actively support and join staff in their work related to ticketing, retail sales, guest safety and
security;
Ensure consistent implementation and communication of safety and security policies and
procedures for staff and guests;
Schedule staff to maintain appropriate coverage for museum operational and experience
needs and provide direction for daily Museum operations;
Implement ongoing staff training and provide learning opportunities and coaching that
enhance staff effectiveness;
Closely monitor guest satisfaction and impact data as it relates to overall guest experience;
Work with Director to make improvements to daily Museum operations and guest
experience with an eye on future needs and budget parameters;
Provide positive leadership that supports staff growth and development;
Work with External Affairs team to provide updates on guest experience to ensure
compelling storytelling;
Other guest experience responsibilities as assigned.
what we believe are important experiences + traits for this role
3-5+ years experience supporting education and experience in a museum environment;
Bachelor’s degree required;
Highly skilled at internal and external customer service with demonstrated results in
effecting positive change for visitors;
Expert people management skills, with proven ability to create effective and efficient teams
and foster a positive and collaborative working environment;
Highly organized and experienced managing multiple, complex initiatives through periods of
growth and change;
Highly professional with the ability to serve as a public representative of the Museum;
Self-starter able to take charge of a task once assigned, but welcoming of feedback from all
staff and open to adaptation for the betterment of the Museum;
Observant with an attention to detail and willingness to take initiative;
Experience working with young children and families and a passion for children’s education
and entertainment;
Experience working in guest engagement, education, theater, museum or similar setting;
Prior cash handling experience and knowledge of POS/CRM systems;
Ability to be a role model of customer service, demonstrate flexibility, and manage staff in a
fast-paced environment where demands often change;
Ability to hold staff and guests accountable for following Museum policies and guidelines;
Great interpersonal skills and ability to work well with a diverse customer base;
Fluency in a language other than English is desirable;
Passion for the mission of National Children’s Museum.
physical demands + working environment
Ability to remain standing, walking, or sitting for long periods, move up to 40 lbs., and
interact with children and adults in our exhibits, including a three-story climber and
slide;
Occasional work outdoors;
Fast-paced, highly sensory, stimulating work environment due to constant noise and
interaction with other staff and visitors, which includes children;
Punctuality and attendance required;
Availability on weekends, occasional evenings, and holidays;
hours + location
Full-time position located at the National Children’s Museum at 1300 Pennsylvania Ave NW. Must
be available to work onsite from 9am to 5pm five days per week. Occasional remote work may be
permitted. Working occasional weekends, special events, evenings and holidays will be required.
salary + benefits
$70,000 – $85,000, commensurate with experience and skill set.
This is a benefits eligible position.
Interested candidates should submit a resume and cover letter to [email protected] with the subject line: Guest Experience Manager.
what we value
Our mission is to inspire children to care about and change the world. The Museum is an innovative institution that sparks curiosity and wonder and a space where all children feel valued. In order to
do this well, we need a team that reflects the dynamic and diverse communities that we serve and brings a variety of perspectives, abilities, and skills. We embrace that this work is critical to our mission and never finished. The more inclusive we are, the stronger our Museum.
The National Children’s Museum is committed to equal opportunity for all employees and prospective employees without discrimination based upon race, color, religion, national origin, sex, age, personal appearance, sexual orientation, political affiliation, family responsibilities, disability, matriculation, marital status or any other category protected by law. This policy applies to all aspects of employment at NCM, including, but not limited to recruitment, promotion, compensation, benefits, training and development, access to facilities, discipline, separation of employment and other terms and conditions of employment.