Visitor Services Manager

  • Opening Date: 6/07/2021
  • Closing Date: 6/12/2021
  • Grade: GS-13 
  • Type of Position: Trust
  • Location: National Mall Building is the duty station with weekly travel and on site responsibilities at the Steven F. Udvar-Hazy Center
  • Schedule: Full-Time, Permanent 

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Send resumes and transcripts to, by COB 6/12/2021, please use position title in the subject line. Your resume should include description of duties for each of the positions listed on your resume.   


This position is located in the Education and Visitor Experience of the National Air and Space Museum (NASM), Smithsonian Institution (SI). The Education and Visitor Services Division is responsible for planning, creating, implementing, and managing a wide range of services and programs that are designed to enhance visitor experience at the Museum’s two public locations. This position reports directly to the Associate Director of Education and Visitor Experience.

The incumbent is responsible for policy development, as well as oversight, implementation and management of policies and procedures. The incumbent develops and executes strategic and tactical plans for daily Visitor Services operations in the public spaces and online. This includes leading the Museum’s two most robust volunteer programs which include 800+ volunteers, overseeing and directing the daily work and significant outreach of the Welcome Centers, and managing operations of the Tours and Reservations Office of the National Air and Space Museum and the Steven F. Udvar-Hazy Center. The Visitor Services Division interfaces at all levels with the majority of SI Museum offices, including all partner groups and operations, and over a dozen external organizations in the DMV and NYC areas.

Major Duties

  1. Oversees a diverse team, ranging from entry-level positions to team leads and supervisory positions, under the general direction of the Associate Director for External Affairs. Makes wide ranging Visitor Services policy decisions on work problems presented by executives, managers, subordinates or similar personnel.
  2. Plans, manages and implements all elements of the Visitor Services Division, Welcome Centers, and Tours and Reservations Office operations, consisting of operations policies, procedures and protocols, accessibility, audience evaluations, and other activities to provide services and assistance to the visiting public.
  3. Develops financial spending plans and manages department budget for the effective and efficient use of human and material resources.
  4. Develops and implements strategies to strengthen customer service and to enhance visitor experience.
  5. Manages and develops strategic plans for a visitor-focused, knowledge-based program for the Visitor Services Division staff and volunteers, and other Museum staff, to provide orientation and information on the museum, its public programs and exhibitions. Oversees a volunteer/docent

Knowledge Required for the Position

  • Expert knowledge in developing and maintaining a visitor experience program, including establishing and managing public spaces that combine staff, volunteers, interactive activities, and educational collections.
  • Expert knowledge of museum management and operations, public programs, and goals and objectives in order to provide direction to Visitor Services staff and volunteers, the Welcome Centers, and Tours and Reservations Office for the execution of these programs.
  • Skill in managing, supervising, and mentoring staff, subordinate supervisors, and volunteers.
  • Skill in negotiation and conflict resolution.
  • Ability to critically assess an emergency situation and to make immediate decisions to protect the lives of the visitors, staff and volunteers, and the national collections of the Museum.
  • Ability to advise senior leaders in establishing strategic objectives, setting goals and creative problem solving.
  • Ability to work independently and think critically in designing and implementing effective programs for Visitor Services.
  • Skill in oral and written communication in order to exchange information, make presentations prepare and present training sessions, and to participate in discussions, meetings, conferences and workshops.


Minimum of 52 weeks specialized experience at the GS-12 level or equivalent

Work Environment

Work is performed in an office and a museum environment.