Visitor Experience and Accessibility Manager
The Smithsonian Institution is the world's largest museum, education, and research complex. The National Museum of Natural History (NMNH) is a major bureau of the Smithsonian Institution that is responsible for the acquisition, curation, and preservation of collections of objects and specimens of natural history, which tells the history of the planet and a record of human interaction with the environment and one another. This Vacancy Announcement will close once 150 applications are received.
Major duties
The Visitor Experience and Accessibility Manager has responsibility for overseeing all aspects of the operation and administration of the Visitor Experience, Accessibility, and Volunteer Program. In this position, you will: Oversee and support the day-to-day operations of visitor and accessibility services and learning spaces to ensure effective and consistent service delivery. Implement established policies and procedures governing visitor flow, service protocols, and public engagement activities. Provide guidance, assign work, monitor performance, and support employee development. Participate in hiring, preparing performance plans and evaluations, and recommending awards or corrective actions as appropriate. Plan, coordinate, and implement visitor experience, accessibility, and volunteer programs within established frameworks and priorities set by leadership. Track program performance metrics, analyze visitor feedback and operational data, and recommend improvements Coordinate volunteer program operations, including recruitment, onboarding, training, and communication, using established procedures and practices. Coordinate with internal stakeholders to support program activities and ensure visitor service considerations are addressed.
Qualifications
Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-11 level in the Federal Service. For this position, specialized experience is defined as 1) overseeing visitor experience, accessibility, and volunteer programs, and 2) using customer service practices and visitor engagement strategies to create the highest quality experience within a large museum. Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.
Education
There are no basic education requirements for this position.
Requirements
Conditions of Employment Qualification requirements must be met by the closing date of the announcement. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions on OPM website. Additional Requirements: A Tuesday through Saturday work schedule is required. In addition, this position will require the selectee to work occasional evenings. This position requires standing, walking, and moving throughout museum spaces or outside of the museum for extended periods while supporting program delivery. Some lifting or carrying of educational materials may be required. Physical demands are consistent with those of a museum and office environment. Work is performed primarily in museum spaces, classrooms, and office settings. The environment involves everyday risks typical of public and office environments. Some activities may occur in laboratory or collections areas, requiring adherence to established safety protocols and the use of appropriate protective attire.