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TUCSON MUSEUM OF ART AND HISTORIC BLOCK

JOB DESCRIPTION | EOE

POSITION: Senior Director of Visitor Experience and Safety

STATUS: Regular Full-Time, Exempt

COMPENSATION: $60,000 - $70,000 (annual salary) plus benefits

REPORTS TO: CFO/COO

POSITION SUMMARY:

The Senior Director of Visitor Services and Safety provides strategic leadership and operational oversight for the Museum’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’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.

KEY RESPONSIBILITIES:

Visitor Experience Strategy, Implementation, and Assessment

• Develop and steward a comprehensive visitor experience strategy that integrates customer service, retail, and safety functions.
• Establish service standards, policies, and procedures that guide front-line operations and are implemented by the Assistant Directors.
• Use attendance data, sales reports, visitor feedback, and incident reporting to evaluate performance and identify opportunities for improvement.
• Partner with Curatorial, Education, Advancement, Marketing, and Facilities to support exhibitions, programs, and special events.
• Model and promote a culture of professionalism, inclusivity, hospitality, and accountability across all visitor-facing teams.

Retail Management and Customer Service (Strategic Oversight)

• 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.
• Collaborate with the Assistant Director of Retail on merchandising strategy, pricing, inventory controls, and POS systems.
• Review sales, admissions, and financial reports; set targets and evaluate progress with retail leadership.
• Ensure retail operations reflect the Museum’s mission, values, and customer service standards.
• Support retail staffing models, training frameworks, and customer service expectations developed and implemented by the Assistant Director of Retail.

Museum Safety (Strategic Oversight)

• Set institutional policies and standards for safety, security, and emergency preparedness.
• Oversee the Director of Safety in the implementation of daily safety operations, staff supervision, and training.
• Review incident reports, compliance checks, and risk assessments; recommend improvements as needed.
• Coordinate with facilities, administration, and executive leadership on emergency planning, drills, and regulatory compliance.
• Ensure a balanced approach to security that prioritizes visitor and staff safety while maintaining a welcoming museum environment.

Leadership, Administration, and Operations

• Recruit, supervise, mentor, and evaluate the Assistant Directors; support their professional development and effectiveness as managers.
• Develop departmental goals, metrics of accountability, and performance evaluation frameworks aligned with institutional priorities.
• Prepare and manage departmental budgets in collaboration with the CFO/COO; monitor revenue and expense performance.
• Establish staffing strategies that support daily operations, evenings, weekends, and special events.
• Serve as a visible leader and ambassador for the Museum’s commitment to visitor experience, safety, and public trust.
• Contributes to a convergent organizational culture grounded in professionalism, mutual respect, and an entrepreneurial spirit.
• Perform other related work as required.

QUALIFICATIONS/COMPETENCIES:

• Bachelor’s degree in museum studies, hospitality management, business administration, public administration, or a related field, or equivalent professional experience.
• Minimum of 7–10 years of progressively responsible experience in visitor services, hospitality, retail, security, or operations, preferably in a museum or cultural nonprofit.
• Demonstrated experience managing managers and leading multidisciplinary teams.
• Strong understanding of customer service excellence, earned-revenue operations, and risk management.
• Experience using performance metrics, financial reports, and qualitative data to guide strategy and improvement.
• Excellent communication, judgment, and leadership skills.
• Experience overseeing museum security or public-safety operations preferred.
• Knowledge of AAM best practices related to visitor experience, safety, and public trust preferred.
• Experience managing POS systems, retail financial reporting, or admissions operations preferred.
• Training or certification in emergency management, safety, or security (or willingness to obtain) preferred.

Application Materials:

• Cover letter outlining your interest in the position

• Resume or curriculum vitae