Abrar Admin

Tucson Museum of Art

<div><div><b>TUCSON MUSEUM OF ART AND HISTORIC BLOCK</b></div><div><b>
JOB DESCRIPTION | EOE</b></div><div></div><div><b><br>
POSITION:</b> Senior Director of Visitor Experience and Safety</div><div><b>
STATUS:</b> Regular Full-Time, Exempt</div><div><b>
COMPENSATION:</b> $60,000 - $70,000 (annual salary) plus benefits</div><div><b>
REPORTS TO:</b> CFO/COO</div><div></div><div><b><br>
POSITION SUMMARY:</b></div><div>
The Senior Director of Visitor Services and Safety provides strategic leadership and operational oversight for the Museum&rsquo;s visitor-facing functions, including visitor experience, retail operations, and museum and staff security. Reporting to the CFO/COO, this role sets vision, policy, and performance expectations while ensuring effective implementation through two key direct reports: the Director of Retail and the Director of Safety. The Director is responsible for aligning hospitality, earned revenue, and safety practices with the Museum&rsquo;s mission, values, and public trust responsibilities, using assessment, data, and continuous improvement to deliver an inclusive, welcoming, and secure environment for all visitors, staff, volunteers, and collections.</div><div></div><div><b><br>
KEY RESPONSIBILITIES:</b></div><div><b>
Visitor Experience Strategy, Implementation, and Assessment</b></div><ul><li>
Develop and steward a comprehensive visitor experience strategy that integrates customer service, retail, and safety functions.</li><li>
Establish service standards, policies, and procedures that guide front-line operations and are implemented by the Assistant Directors.</li><li>
Use attendance data, sales reports, visitor feedback, and incident reporting to evaluate performance and identify opportunities for improvement.</li><li>
Partner with Curatorial, Education, Advancement, Marketing, and Facilities to support exhibitions, programs, and special events.</li><li>
Model and promote a culture of professionalism, inclusivity, hospitality, and accountability across all visitor-facing teams.</li></ul><div></div><div><b><br>
Retail Management and Customer Service (Strategic Oversight)</b></div><ul><li>
Provide strategic direction and performance oversight for the retail operations and vendor activations to support earned revenue goals and in service of a diverse customer base.</li><li>
Collaborate with the Assistant Director of Retail on merchandising strategy, pricing, inventory controls, and POS systems.</li><li>
Review sales, admissions, and financial reports; set targets and evaluate progress with retail leadership.</li><li>
Ensure retail operations reflect the Museum&rsquo;s mission, values, and customer service standards.</li><li>
Support retail staffing models, training frameworks, and customer service expectations developed and implemented by the Assistant Director of Retail.</li></ul><div></div><div><b><br>
 </b><b>Museum Safety (Strategic Oversight)</b></div><ul><li>
Set institutional policies and standards for safety, security, and emergency preparedness.</li><li>
Oversee the Director of Safety in the implementation of daily safety operations, staff supervision, and training.</li><li>
Review incident reports, compliance checks, and risk assessments; recommend improvements as needed.</li><li>
Coordinate with facilities, administration, and executive leadership on emergency planning, drills, and regulatory compliance.</li><li>
Ensure a balanced approach to security that prioritizes visitor and staff safety while maintaining a welcoming museum environment.</li></ul><div></div><div><b><br>
Leadership, Administration, and Operations</b></div><ul><li>
Recruit, supervise, mentor, and evaluate the Assistant Directors; support their professional development and effectiveness as managers.</li><li>
Develop departmental goals, metrics of accountability, and performance evaluation frameworks aligned with institutional priorities.</li><li>
Prepare and manage departmental budgets in collaboration with the CFO/COO; monitor revenue and expense performance.</li><li>
Establish staffing strategies that support daily operations, evenings, weekends, and special events.</li><li>
Serve as a visible leader and ambassador for the Museum&rsquo;s commitment to visitor experience, safety, and public trust.</li><li>
Contributes to a convergent organizational culture grounded in professionalism, mutual respect, and an entrepreneurial spirit.</li><li>
Perform other related work as required.</li></ul><div></div><div><b><br>
QUALIFICATIONS/COMPETENCIES:</b></div><ul><li>
Bachelor&rsquo;s degree in museum studies, hospitality management, business administration, public administration, or a related field, or equivalent professional experience.</li><li>
Minimum of 7&ndash;10 years of progressively responsible experience in visitor services, hospitality, retail, security, or operations, preferably in a museum or cultural nonprofit.</li><li>
Demonstrated experience managing managers and leading multidisciplinary teams.</li><li>
Strong understanding of customer service excellence, earned-revenue operations, and risk management.</li><li>
Experience using performance metrics, financial reports, and qualitative data to guide strategy and improvement.</li><li>
Excellent communication, judgment, and leadership skills.</li><li>
Experience overseeing museum security or public-safety operations preferred.</li><li>
Knowledge of AAM best practices related to visitor experience, safety, and public trust preferred.</li><li>
Experience managing POS systems, retail financial reporting, or admissions operations preferred.</li><li>
Training or certification in emergency management, safety, or security (or willingness to obtain) preferred.</li></ul><div></div><div><b><br>
Application Materials</b>:</div><ul><li>Cover letter outlining your interest in the position</li><li>Resume or curriculum vitae</li></ul></div><p></p>

Senior Director of Visitor Experience and Safety

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Senior Director of Visitor Experience and Safety