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1. Manages all aspects of the visitor experience - works closely with Staff (especially Security and Interpretive Staff) to ensure consistency in customer service quality and to establish and implement necessary policies, training programs, and procedures, including accessibility needs for visitors. Creates a positive visitor experience and responds to inquiries, resolving difficulties whenever possible. In partnership with Public Programs Staff, evaluates visitor experiences through surveys and other means, both for the general Museum experience, and experiences related to special exhibitions and events - shares this data, ensuring effective communication of the issues and opportunities surrounding the visitor experience and opportunities for positive change. Provides a high-level of customer service, ensuring that respect, responsiveness, and professionalism is demonstrated, key issues are addressed, and the visitor experience meets Yale's standard of excellence. 2. Conceptualizes, designs, and executes events, creating experiences that may range from small lunches to large receptions in support of the Museum. Serve as expert resource and primary liaison for all event clients, including the management of all aspects of the facility rental program at the Museum (including the Natural Properties). Develops and oversees staffing plans and budgets that can include housing, meeting space, food and beverage, fees, transportation, online registration programming, hotel rates, A/V services, IT support, custodial, telecommunications, and taxation. Implement, monitor, and update program budgets as plans develop. Advise Museum staff regarding line-item expenses and ensure that funding sources are sufficient to cover the program budget. Initiates and manages contracts and payment of invoices from vendors in an organized and timely manner. Manages the Museum's new pantry space, providing training and maintenance/upgrade recommendations as necessary. Develops a strategic vision for the Museum's special events program. 3. Manages the Museum's retail operations including the Store and potential future dining services, including meeting revenue goals set forth in the annual budget of the Museum. Researches, evaluates, selects, and negotiates with vendors for all inventory, supplies, and services for the Museum's retail, wholesale, and e-commerce businesses. Secures cost savings through research, negotiations, new vendor sources, and special buying arrangements. Monitors inventory levels and product performance and responds to seasonal variations in the businesses. Selects products to promote the overall visitor experience, including potential ties to temporary and permanent exhibits. Manages all budget, POS systems, and reporting functions with regard to the Museum's retail operations, and manages all Museum Store Staff. Partner with Marketing and Communications Staff on marketing needs and messaging. 4. Manage all aspects of the Museum's visitor parking. Develop and promote parking policies and procedures. Partner with Operations on specific lot assignments, gate machinery, and ticketing systems. Conceptualize a holistic approach for visitors, including researching the use of public transport, Yale Shuttles, and forms of alternative transportation to the Museum. 5. Prepare budget materials and monitor expenses and revenue continuously. Institute and update policies, goals, and objectives to align with the overall mission and values of the Museum and University. 6. Envision and implement new systems and processes - improve and systematize documented operating processes, administrative protocols, and databases and work to ensure compliance with Museum and University policies. 7. Oversee the development of best practices for planning and executing events at the Museum. Identify opportunities to improve workflow and recommend enhancements. 8. May perform other duties as assigned.

Required Skill/ability 1:  Strong work ethic and ability to excel in a fast-paced, results oriented environment. Highly proficient at taking initiative, prioritizing, and meeting deadlines. Strong attention to detail. Resourceful in solving problems, and the ability to demonstrate grace and professionalism under pressure. 

Required Skill/ability 2:  Ability to supervise and mentor staff and provide feedback to improve performance. Experience in working in a customer service environment and encouraging high standards of visitor care. Ability to receive verbal complaints and special requests from visitors. Demonstrated ability to react positively to visitor feedback and to manage conflict effectively.

Required Skill/ability 3:  Proven ability to build and maintain influence and trust with a wide array of constituencies and to work both collaboratively and independently in an organized and productive manner. Flexible and responsive team player with a professional manner to represent the Museum appropriately with prominent guests and Yale officials.

Required Skill/ability 4:  Proven ability to translate institutional identity, ideas, direction and themes into creative events and experiences across a wide range of touch points. Ability to be creative in implementing programs and exacting in their execution.

Required Skill/ability 5:  Strong written, editing, oral communication, and customer service skills; ability to think strategically, analytically and quantitatively to formulate budgets and understand and negotiate contracts. Exceptional account management skills. Highly proficient in utilization of various technologies and software (including POS systems and event management databases).

Preferred Education:  Face-to-face customer service, preferably in a museum or cultural environment. Experience managing major corporate client relationships and/or events, managing multiple projects simultaneously, and facilitating the delivery of world-class service. Knowledge of database management and point-of-sale systems, tools, and reporting.

Work Week:  Standard (M-F equal number of hours per day)

Posting Position Title:  Assistant Director, Visitor Experience and Special Events

University Job Title:  Assistant Director, Visitor Exp. & Special Events

Preferred Education, Experience and Skills:  Face-to-face customer service, preferably in a museum or cultural environment. Experience managing major corporate client relationships and/or events, managing multiple projects simultaneously, and facilitating the delivery of world-class service. Knowledge of database management and point-of-sale systems, tools, and reporting.

Bachelor's Degree in a related field and five years of related experience; or an equivalent combination of education and experience. 1-3 years supervising staff.

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