guest experience manager

National Children’s Museum is a world-class institution that aims to spark children’s imaginations

and encourage them to dream. Steps off the National Mall and Pennsylvania Avenue, National

Children’s Museum celebrates the joy of childhood through science, technology, engineering, arts,

and math (STEAM) exhibits and programs. As Guest Experience Manager, you will help realize this

vision for hundreds of thousands of visitors each year.

As Guest Experience Manager, reporting to the Director of Education + Guest Experience, you will

oversee the daily functioning of museum operations and guest experiences at the Museum. Your

work will support the mission of the National Children’s Museum to inspire children to care about

and change the world–playing a critical role in sparking curiosity and igniting innovation for millions

of children in this next generation.

what you’ll do

• Manage a team of full and part-time staff that provides exceptional customer service, facilitation, and educational engagements for a variety of audiences;
• Train and actively support staff in the delivery of dynamic visitor experiences at the
• Museum, ensuring that daily interactions with Museum visitors are engaging, playful, and filled with high-quality learning;
• Actively support and join staff in their work related to ticketing, retail sales, guest safety and security;
• Ensure consistent implementation and communication of safety and security policies and
• procedures for staff and guests;
• Schedule staff to maintain appropriate coverage for museum operational and experience needs and provide direction for daily Museum operations;
• Implement ongoing staff training and provide learning opportunities and coaching that enhance staff effectiveness;
• Closely monitor guest satisfaction and impact data as it relates to overall guest experience;
• Work with Director to make improvements to daily Museum operations and guest experience with an eye on future needs and budget parameters;
• Provide positive leadership that supports staff growth and development;
• Work with External Affairs team to provide updates on guest experience to ensure compelling storytelling;
• Other guest experience responsibilities as assigned.

what we believe are important experiences + traits for this role

• 3-5+ years experience supporting education and experience in a museum environment;
• Bachelor’s degree required;
• Highly skilled at internal and external customer service with demonstrated results in effecting positive change for visitors;
• Expert people management skills, with proven ability to create effective and efficient teams and foster a positive and collaborative working environment;
• Highly organized and experienced managing multiple, complex initiatives through periods of growth and change;
• Highly professional with the ability to serve as a public representative of the Museum;
• Self-starter able to take charge of a task once assigned, but welcoming of feedback from all staff and open to adaptation for the betterment of the Museum;
• Observant with an attention to detail and willingness to take initiative;
• Experience working with young children and families and a passion for children’s education and entertainment;
• Experience working in guest engagement, education, theater, museum or similar setting;
• Prior cash handling experience and knowledge of POS/CRM systems;
• Ability to be a role model of customer service, demonstrate flexibility, and manage staff in a fast-paced environment where demands often change;
• Ability to hold staff and guests accountable for following Museum policies and guidelines;
• Great interpersonal skills and ability to work well with a diverse customer base;
• Fluency in a language other than English is desirable;
• Passion for the mission of National Children’s Museum.

physical demands + working environment

• Ability to remain standing, walking, or sitting for long periods, move up to 40 lbs., and interact with children and adults in our exhibits, including a three-story climber and slide;
• Occasional work outdoors;
• Fast-paced, highly sensory, stimulating work environment due to constant noise and interaction with other staff and visitors, which includes children;
• Punctuality and attendance required;
• Availability on weekends, occasional evenings, and holidays;

hours + location

Full-time position located at the National Children’s Museum at 1300 Pennsylvania Ave NW. Must

be available to work onsite from 9am to 5pm five days per week. Occasional remote work may be

permitted. Working occasional weekends, special events, evenings and holidays will be required.