Visitor Experience Manager

THE BROAD

The Broad was established to make contemporary art accessible to the widest possible audience. Founded in 2015 on Grand Avenue in downtown Los Angeles by philanthropists Eli and Edythe Broad, the museum offers free general admission and presents an active Program of special exhibitions and innovative live events, all within a landmark building designed by Diller Scofidio + Renfro. Welcoming around 900,000 visitors per year, The Broad is a bustling public space and serves as home to the Broad collection, one of the world’s leading collections of postwar and contemporary art, which continues to grow as new artists and artworks are added. The museum is also the headquarters of The Broad Art Foundation’s worldwide lending library, which has been loaning collection works to museums around the world since 1984. An expansion of the museum will open before the 2028 summer Olympics in Los Angeles, creating even greater public access.

ABOUT THE POSITION

The Visitor Experience Manager supports the Director and Associate Director of Visitor Experience in delivering an exceptional visitor experience while overseeing the day-to day operations of the Visitor Experience team. This role fosters a welcoming, inclusive, and hospitality-driven environment across the museum and promotes a visitor-centered team culture.

The Manager directly supervises up to six Visitor Experience Leads and supports a team of more than 85 staff members. Responsibilities include hiring, onboarding, training, scheduling, coaching, performance management, and addressing employee relations matters. Additional responsibilities may include serving as a point of contact for special events and programming as needed. By leading by example, the Manager fosters a culture of accountability, collaboration, and visitor service.

DUTIES AND RESPONSIBILITIES

Responsibilities for the Visitor Experience Team

• Serve as a hands-on leader who ensures a first-class visitor experience by supporting the Visitor Experience Team through effective training, guidance, and coaching in visitor engagement and operations.
• Assist the Director and Associate Director in hiring, onboarding, orientation, training, coaching, and development of the Visitor Experience Team.
• Lead by example by actively engaging with staff and working alongside the Visitor Experience Team in the galleries, ticketing, and during events and programs as needed.
• Manage the scheduling of all VE team members, ensuring appropriate levels for daily operations, special exhibitions, events, and exhibition installation/deinstallation periods.
• Monitor staffing trends, attendance patterns, and operational needs, and make recommendations to improve team effectiveness, visitor service standards, and departmental efficiency.
• Manage timecards, ensuring accurate and timely submission on a semi-monthly basis, including reviewing and processing time off and sick leave requests in accordance with museum policies.
• Support team performance through ongoing coaching and feedback, including conducting regular check-ins and facilitating corrective action conversations, to ensure clear understanding and consistent adherence to performance expectations and standards.
• Develop, edit, and organize documents such as Policies and Procedures, job descriptions, and expectations for the Visitor Experience Team.
• Conduct 30 and 60-day new hire check-ins for new team members.
• Work with VE Leads to develop gallery break schedules for new exhibitions.
• Plan and facilitate team meetings including organizing meeting agendas, creating presentations, organizing training sessions, and developing notes/minutes as needed.

Program Development

• Partner with the Director and Associate Director to ensure effective collaboration with Audience Engagement and Marketing Communications in support of school tours, family programs, visitor engagement initiatives, and digital content.
• Work closely with the Curatorial team to develop new training materials and content for new exhibitions and installations.

Museum Operations and Safety

• Oversee and ensure compliance with museum opening and closing procedures.
• May act as the point of contact for special events and programming.
• Collaborate with Curatorial, Exhibitions, and Preparation teams to support visitor experience planning and operational readiness for upcoming exhibitions.
• Ensure the Visitor Experience Team is trained in all the museum’s health and safety standards.

Other duties as assigned.