director of education + guest experience

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 Director of Education + Guest Experience, you will help realize this vision for hundreds of thousands of visitors each year.

National Children’s Museum’s Director of Education + Guest Experience, reporting to the President + CEO, is a critical member of the leadership team. This individual is responsible for leading a cross-functional team responsible for delivering stellar guest engagements and interactions. This team lead oversees team members dedicated to education,

experience, operations (guest services) management and safety.

What you’ll do

Education

• Oversee the development and implementation of STEAM-based educational programming that enriches the visitor experience and supports the organizational goals and mission. This includes field trip programs, daily museum programming, pop-up experiences, birthday parties, virtual experiences and resources, and educational programming for community outreach;
• Provide direction and management of education staff;
• Maintain budgets, expenditures, programming schedules, and databases of relevant contacts of interest;
• Cultivate and maintain relationships with networks, administrators, educators, families, and organizational partners;

Experience

• Provide leadership and direction to a cross-functional team that provides exceptional customer service, facilitation, and educational engagements for a variety of audiences;
• Oversee the development, training, and performance of an exceptional visitor experience team at the Museum;
• Ensure that daily interactions with Museum guests are engaging, playful, and filled with high-quality learning.

Operations management + safety

• Provide strategy, oversight and direction for daily Museum operations and develop best practices for guest services, engagement, and accessibility;
• Support staff in their work related to earned revenue, ticketing, retail sales, and visitor safety and security;
• In collaboration with facilities staff, consultants, and law enforcement, oversee development and implementation of comprehensive Safety Plan to ensure guest safety and security;
• Evaluate and communicate ongoing appropriate safety protocols for staff and guests, and manage onsite security protocols;

Leadership + culture

• Identify best practices and improve internal systems with an eye on future needs and budget parameters;
• Develop and implement critical staff learning plans and opportunities that enhance staff effectiveness;
• Closely monitor customer satisfaction and impact data as it relates to experience and make adjustments accordingly;
• Provide positive leadership within the Leadership Team and to all staff to support staff professional growth and development;

What we believe are important experiences + traits for this role

• 5-7+ years supporting education and experience in a museum environment;
• Bachelor’s degree required, Master’s degree preferred;
• Highly skilled at internal and external customer service with demonstrated results in effecting positive change for visitors;
• Ability to work effectively on a team and think strategically;
• Proven experience in leading and building teams, and fostering a positive and collaborative working environment;
• Expert organizational and project management skills, with proven ability to prioritize and meet deadlines;
• Experience managing multiple, complex initiatives through periods of growth and
• change;
• Must be 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;
• 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.

Occasional remote work may be permitted. Working special events, evenings and holidays

may be necessary.