As an institution, we believe the Denver Art Museum is both a platform for and an amplifier of the voices of people of all races. We acknowledge that Black lives matter and communities of color Latinx, Indigenous, Black, and others have been underrepresented in art museums over decades, both internally and externally. We are committed to elevating all voices, artworks and perspectives and strive to support racial equity inside and out. Candidates with a firm commitment to our institutional position are encouraged to apply.
Qualified candidates are expected to exemplify the DAMs internal values, which include being dynamic, respectful, inclusive, creative, and curious. The ability to maintain effective and positive working relationships with visitors, employees, volunteers, representatives of public and private entities, policy making bodies, and contractors is critical to the success of this position.
The hiring salary for the position is $84,000-$98,000 based on experience.
A comprehensive medical/dental/vision plan. DAM 100% paid Life STD/LTD. Generous sick and vacation time. 403(b) Retirement Plan with immediate eligibility to contribute and, after one year of employment, an employer contribution and match. An RTD Eco pass at a discounted rate. A free membership to the DAM at the Family level.
This position is responsible for overall planning and daily oversight of multiple visitor-facing operational departments including visitor operations, sales & group services, and the museum shop. This includes both staff and volunteers working in-galleries and other locations on-site. This position will closely collaborate cross-departmentally to define and execute programs in order to deliver excellence in customer service to all internal and external museum clients, maximize the sales potential of visitors, and to ensure an enjoyable experience for staff, volunteers, and visitors.
Develops and implements long and short-range plans for meeting the museums operational needs, including for special exhibitions and those related to before- and after-hours events.
Oversee 3 operational departments (sales & group services, museum shop and visitor operations, directly supervises 3-5 employees, indirectly supervises dozens more.
Oversees staff working in-gallery, at a museum welcome center, in a call center, in creative workshops and in the museums shop, within a model that maintains operational and security standards and enhances visitors experience while maintaining outstanding customer service.
Oversees digital platforms supporting ticketing, membership sales and retail operations including e-commerce.
Develops and documents policies and procedures for departmental staff, ensuring compliance department-wide.
Defines performance standards and completes performance evaluations in compliance with museum standards.
Establishes procedural and programmatic training guidelines and criteria with input from multiple departments to ensure a positive experience for staff, volunteers, and visitors.
Addresses and resolves guests needs, concerns, and complaints, assuring they are settled in a positive, timely and appropriate manner.
Establishes and tracks multiple departmental budgets and annual work plans, adhering to accounting department standards.
Champions the institutions customer service philosophy and training program(s).
Collaborates closely with colleagues interdepartmentally to ensure that departmental and institutional goals are met.
Anticipates any needs and opportunities that may arise in a fast-changing environment.
Identifies, troubleshoots, and recommends cost-effective solutions.
Other duties as identified and assigned.
Develops and implements formal and informal tools and guidelines for visitor observation and feedback to interested departments.
Lead the review and operationalizing of gallery and special exhibition design and layout to support visitor experience and attendance goals.
Sales & Group Services
Oversees the booking and onsite management of the museums group and school tour operations, including ticketing, tour logistics, reception, and workshop facilitation.
Prepare and analyze statistical trends in sales behavior to aid in the further advancement of sales program.
Oversee onsite membership sales and fulfillment program.
Develop a vision for both onsite and e-commerce retail at the museum and build strategies and support systems to accomplish long-range goals.
Oversee execution of institutional strategies to support museum shop goals, both financial and programmatic.
Knowledge, Skill and Ability
Strong leadership skills including planning & execution, coaching and conflict resolution
Knowledge of standard business principles and practices
Excellent judgment and troubleshooting skills
Conscientiousness and detail-oriented
Excellent organizational skills and ability to manage competing priorities
Excellent customer service and interpersonal skills
Excellent verbal and written communication skills
Bilingual (English/Spanish) preferred, but not required
Ability to manage an operating budget
Ability to understand operations and the impact across the institution
Education or Formal Training
Four-year college degree preferred or equivalent work experience
Minimum of five years’ experience managing a large and diverse staff.
Minimum of five years’ experience in customer service and operations.
Demonstrated experience in developing/nurturing positive customer interactions.
Experience developing and implementing defined training protocols preferred.
Training in life safety, emergency preparedness and other security measures preferred by not required.
WORKING ENVIRONMENT/PHYSICAL ACTIVITIES
Requires routine and regular mobility between a three-building museum campus.
Requires occasional after hours and weekend work.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
Employees are held accountable for all duties of this job