Manager of Visitor Experience, Harry Ransom Center

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Job Details:

The Ransom Center is an internationally renowned humanities research library and museum at The University of Texas at Austin. Its extensive collections provide unique insight into the creative process of writers and artists, deepening our understanding and appreciation of literature, photography, film, art, and the performing arts. Visitors engage with the Center's collections through research and study, exhibitions, publications, and a rich variety of program offerings including readings, talks, symposia, and film screenings.

The Ransom Center encourages discovery, inspires creativity, and advances understanding of the humanities for a broad audience through the preservation and sharing of its extraordinary collections.To learn more about our institutional mission and values, visit: https://www.hrc.utexas.edu/about/#mission-values.

The Manager of Visitor Experience is a full-time position responsible for overseeing and leading all operational aspects of the Ransom Center's visitor and volunteer services programs. The Manager of Visitor Experience is tasked with developing and implementing overall strategies to ensure outstanding customer service and meaningful experiences for Center visitors. The Manager of Visitor Experience is also responsible for recruiting and training a core group of student and community volunteers to assist in the daily visitor services operations of the Center.

Able to work weekends and evening hours as needed to provide staffing coverage. Holiday hours and additional hours may be required during peak periods and Ransom Center events.

• Create a highly positive experience for museum visitors that is conducive to repeat visitation, membership conversion, and positive word of mouth for the Center. Manage the oversight of the visitor services program, including visitor services desk operations (training, technology, policies and procedures). Proactively promote membership and donations. Resolve visitor issues and complaints. Substitute staff at visitor services desk as needed.

• Manage the museum's community volunteer program for visitor services and special events volunteers. Develop and implement recruitment strategies and training for volunteers. Additional duties include scheduling shifts, sending timely communications, providing supervision while onsite, and carrying out a volunteer recognition program. Annually recruits new volunteers, appoints them as conditional employees, and conducts onboarding training sessions. Manages ongoing continuing-education sessions for visitor services volunteers. Plans and maintains the volunteer calendar of events and communicates regularly with volunteers in person and through email, phone, text messages as needed, and a weekly eNewsletter.

• Train docents to give tours of Center exhibitions. Oversee the exhibition tour calendar and ensure requests are confirmed, docents are scheduled, and tour quality is high. Responsible for giving tours when volunteers are unavailable.

• Daily collaboration and communication with team to ensure a positive and welcoming experience for all museum visitors. Collaborate with marketing & communications, membership, programming, and other external facing teams to implement promotions and partnerships that promote the visitor experience and membership conversion. Work with the marketing & communications team to develop visitor-focused collateral, support the museum's on-site and online presence, and develop and administer visitor feedback systems. Research and order shop items related to Ransom Center exhibitions.

• Collect exhibition statistics and revenue reports for senior management. Develop and oversee the visitor and volunteer services annual budget. Responsible for tracking, monitoring, and reconciling all departmental expenses. Track and report first floor gallery statistics on a weekly basis, including attendance, donations, audio guide engagement, tour participation, gift shop sales, and survey numbers when applicable, and completes end-of-exhibition wrap up reports.

• Research and plan merchandise for exhibitions. Work with business office to provide daily reports of credit card transactions.

• Other related functions as assigned.

• Bachelor's degree

• 5 years' experience working in education or a customer services position, or equivalent experience

• 2 years' experience training and supervising a group of community volunteers, or equivalent experience

• Strong, pro-active communication and interpersonal skills (both verbal and written)

• Friendly, calm disposition; must enjoy working with the public and volunteers

• Experience in a position that requires a high degree of accuracy; detail-oriented

• Confident and outgoing customer service skills and the ability to act both courteously and firmly with the public

• Promotes collaborative climate

• Demonstrates cultural sensitivity in communicating with colleagues and visitors of various backgrounds

• Works well with interruptions, can multi-task, and meet deadlines

• Demonstrated professional demeanor, problem solver, and ability to work independently

• Skilled in the use of PC or Mac computers and basic office software

Relevant education and experience may be substituted as appropriate.

• 7 years' experience working in education or a visitor or customer services supervisory position, or equivalent experience

• 3 years' experience training and supervising a group of community volunteers, or equivalent experience

• Bilingual (English/Spanish)

• Prior museum experience and demonstrated knowledge of museum standards and best practices

• Some marketing knowledge

$47,000

• May work around standard office conditions

• Repetitive use of a keyboard at a workstation

• Lifting and moving (must be able to lift 20lbs)

• Climbing of ladders

• Use of manual dexterity

• Requires interacting directly with the public

• Requires some standing and movement in a gallery space

40 hours a week to be completed M-F with occasional Saturday and evening hours.

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor

• Letter of interest

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers:As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

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Retirement Plan Eligibility:

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer,complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.