Job Title: Assistant Manager of Visitor Experience
Department: Administration/Protection Services
Classification: Exempt
Reports to: Museum Protection and Operations Manager
Supervises: Museum Protection Staff, Visitor Experience Coordinator
Date: July2026
Position Summary
The Assistant Manager of Visitor Experience is a public-facing leader responsible for supervising daily visitor-facing operations and staff. This role ensures that visitors feel welcomed, informed, and supported while maintaining a safe, respectful environment aligned with the Museum’s mission and values. The Assistant Manager works on the floor regularly, provides real-time guidance to staff, and serves as a first point of contact for resolution of visitor issues and for reporting or responding to facilities issues or emergency situations affecting visitors and staff.
Under the Assistant Manager’s direction, Museum Protection staff will be responsible for ensuring the safety and security of visitors and artwork. This position will also be central to the development and maintenance of visitor loyalty, encouraging membership sales, and attracting both new and repeat visitors through close collaboration with the Marketing & Communications and Advancement departments.
Major Responsibilities
Frontline Supervision and Service
· Ensure public areas are welcoming, orderly, and visitor-ready throughout the day.
· Assist with recruiting, hiring and training of Museum Protection (MP) staff
· Schedule and supervise shifts Wednesdays through Fridays and one weekend day, and occasional after-hours events, ensuring coverage, punctuality, and adherence to excellent visitor service standards
· Provide clear direction, coaching, and feedback to MP staff during daily operations
· Model excellent customer service and inclusive engagement with visitors
· Support visitors’ understanding of Museum policies, exhibitions, and public spaces
· Serve as the primary point of resolution for visitor concerns, accessibility needs, or behavioral issues and communicate patterns or concerns to the Visitor Experience Coordinator or other appropriate staff member
· In coordination with the Museum Protection and Operations Manager, manage an active training and communication system for MP staff to stay informed and updated on current and upcoming exhibitions, programs, private events, and other Museum activities
· Serve in an on-call capacity assisting with operational needs requiring immediate attention and emergency situations during non-scheduled work hours
Operations & Coordination
· Oversee and schedule daily opening and closing procedures, including ensuring routine and as-needed responsibilities are met, appropriate daily or event signage is prepared and in place, appropriate information or materials for visitors are available at the front desk, and digital signage prepared by Marketing & Communications is updated as necessary
· With the Visitor Experience Coordinator, maintain attendance data
· Oversee mail and package receiving processes handled by MP staff
· Coordinate with other Museum staff to provide MP staff support for exhibitions, public programs, and Special Events
· Maintain working knowledge of essential IT and audiovisual systems for program, event, and daily operational support
· Maintain working knowledge of all security systems, including camera operation, and Museum access control
Training & Staff Development
· Assist with development and implementation of trainings and procedures
· Oversee onboarding and training of new MP staff
· Continually reinforce training related to customer service, accessibility, safety, and de-escalation
· Support a positive, respectful team culture and address minor performance issues promptly
Administrative & Reporting Support
· Manage staff scheduling adjustments, timekeeping, and coverage needs
· Document incidents, visitor issues, and operational notes
· Work with the Visitor and Volunteer Engagement Coordinator to field and/or direct visitor comments; elicit feedback, capture impact, and gather suggestions for improvements, compiling findings to disseminate to relevant staff/administration in monthly report
· Maintain updates to Visitor & Volunteer Engagement and Museum Protection procedural documents/handbooks (in coordination with the Museum Protection and Operations Manager and Visitor Experience Coordinator)
· Other duties as assigned
Key Competencies
Leadership and Supervision:Exhibits confidence in self and others, inspires respect and trust, motivates others to perform well, and reacts well under pressure, able to direct performance of others
Customer Service: Exercises sound judgment and diplomacy in all interactions with staff, volunteers and visitors. Responds promptly to visitor needs, including accessibility accommodations, solicits visitor feedback to improve service, responds to requests for service and assistance, meets commitments and manages difficult or emotional visitor situations in positive, professional manner. Ability to motivate staff and volunteers and foster a positive work environment
Inclusion: Including and integrating all people and groups; respecting people from all backgrounds and cultures; understanding, accepting, and valuing differences between people
Planning/Organizing:Plans work activities around primary goal of enhancing visitor experiences and creating a welcoming culture of inclusion. Uses time efficiently, communicates departmental needs to supervisor, sets goals and objectives, organizes or schedules staff and their tasks. Strong organization skills and proficient use of software, web browsers, and phone applications
Communication: Communicates clearly in positive or negative situations, listens and gets clarification, responds well to questions and demonstrates presentation skills; adapts communication style to intended audience
Judgment/Alertness: Ability to make sound judgments pertaining to safety of art and public. Ability to maintain constant awareness of people and surroundings.
Technical Skills:Assesses own strengths and weaknesses, pursues training opportunities, continuously builds knowledge and skills, shares expertise with others, willingness to try new things and be open to new ideas
Job Specifications
● Associate or bachelor’s degree preferred (relevant experience will be considered in lieu of degree) with at least 3 years of professional experience in customer service and/or supervisory roles, experience in cultural institutions a plus
● Must be able to pass background check
● Experience working within museum, education, non-profit, and/or cultural institutions/environments preferred
● Proficiency in and/or knowledge of survey, data collection, and ticketing platforms preferred
● Ability to navigate high-pressure situations
● The work schedule generally comprises Tuesdays through Fridays, and one weekend day; occasional evening hours are required
● The position also serves in an on-call capacity assisting with operational needs requiring immediate attention and emergency situations during non-scheduled work hours
● Ability to work independently and in a team environment
● Proficiency with Mac OS, Email, Microsoft Office Suite
● Spanish-speaking desirable
● Physical Requirements
- Stand/Walk: The ability to remain on one's feet in an upright position at a workstation without moving about. The ability to move about on foot.
- Sit: The ability to remain in a normal seated position
- Talk: The ability to express or exchange ideas accurately, loudly, or quickly by means of the spoken word, imparting information or detailed instructions to clients, to the public, or to other workers.
- Handle/Feel: The ability to seize, hold, grasp, turn, or otherwise work with hand or hands. The ability to perceive attributes of objects and materials such as size, shape, temperature, or texture, by touching with skin, particularly fingertips.
- Stoop: The ability to bend the body downward and forward by bending spine at the waist; requires full use of the lower extremities and back muscles.
- Reach with hands and arms: The ability to extend the hands and arms in any direction.
- Lifts Weight and Exerts Force: Lifts weight up to 40 lbs or exerts force by lifting, lowering, pulling, carrying, pushing, slapping, striking, kicking, or jerking.
- Vision: The ability to see clearly at 20 inches or less and 20 feet or more. The ability to observe an area that can be seen up and down or to the left and right while eyes remain fixed on a given point. Three-dimensional vision, the ability to judge distances and spatial relationships to see objects where and as they actually are. The ability to adjust the eye to bring an object into sharp focus. This is required when doing close work at varying distances from the eye.
Please send cover letter, resume, and references to [email protected] or you may mail hard copies to:
Kemper Museum of Contemporary Art
Diane Lambert, Human Resources Manager
4420 Warwick Blvd.
Kansas City, MO 64111
Please include Assistant Manager of Visitor Engagement in the subject line. No phone calls, please. Open until filled.
It is our policy to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, sex, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, military status, and any other characteristic protected under federal, state, or local laws. We prohibit any such discrimination or harassment.
Work Location: In person
