Current Opportunities

The Job
The Head of Visitor Experience acts as a strategic business partner, advocating for the customer, to ensure strong short- and long-term business outcomes at Mia. This role leads the front-of-house Visitor Experience operations, as well as champions an audience-focus throughout the organization. This role will synthesize learning to rapidly implement customer-facing change and to help internal business partners develop a comprehensive understanding of the consumer and customer, enabling robust and persuasive positioning to guide strategy and influence decision-making at all levels of the museum.

In this role, you will….
• Plan, implement, and administer the Visitor Experience department in a manner that meets or exceeds service, participation, and financial goals.
• Oversee the development and implementation of processes that ensure visitor-facing issues are addressed in a timely and accurate manner.
• Develop and administer the annual department budget, including special exhibition staffing budgets.
• Recruit, hire, train, and schedule Visitor Experience staff.
• Collaborate with internal partners to ensure visitor-focused systems and operations are working properly.
• Work with the Head of Retail to manage lobby activities and design, ensuring various offerings, activities, and programs are coordinated.
• Coordinate and collaborate with the Chief Operating Officer and internal stakeholders to translate data into actionable consumer stories and strategic and tactical recommendations.
• Act as an objective and authoritative voice of the customer in organization-wide decision making processes.
• Assist in developing/organizing consistent Front-of-House KPI’s and establish a reporting process.
• Leads Service Design workshops for Mi staff around Mia products, spaces and services.
• Directly oversee front-of-house design and amenities that enhance comfort, way-finding, sales, and service.
• Work closely with Human Resources to develop and maintain new employee, volunteer, and intern onboarding and ongoing training focused on building and growing an audience-focused workplace.

To be successful in this role…
You have experience leading a department and can effectively motivate and manage a team. You believe exceptional customer service is key to providing a memorable experience for visitors. You are able to interpret and leverage data to improve the visitor experience.

Specific Requirements
• Bachelor’s degree in management, communications, human resources, non-profit management, arts administration, or other related area or equivalent experience.
• Prefer 10+ years of sales and/or service experience including managing customer service/public contact and/or sales positions and demonstrating successful managerial judgment and instincts.
• Prior supervisory experience.
• Ability to problem solve and plan strategically and possess strong conflict resolution skills.
• Ability to work with various museum audiences to represent the museum in a positive and professional manner.
• Strong computer skills and ability to work with and manage ticketing software and online database systems.
• Able to multitask and are self-motivated to initiate and follow through on projects independently.
• Results driven team play with the ability to work well and effectively under pressure, with a wide variety of personalities, and with all museum departments and personnel.
• Able to work some evenings and weekends as needed.

Mia Culture
The Minneapolis Institute of Art (Mia) is an audience-centered, equitable and inclusive workplace where everyone is welcome. Mia is Mission Driven, Generous, Agile, Emotionally Aware, and Positive, and endeavors to create a workplace culture where staff are responsible to one another, to our visitors, and to themselves to do the best work possible.

To Apply
To be considered for this position, please apply online at https://jobs-artsmia.submittable.com/submit.

Posting Deadline
Open until filled. 

Mia is committed to championing policies and practices that value diversity, foster equity, and empower an accessible and inclusive environment. Our strength lies in the diversity among the broad range of people who contribute their time and talents to Mia. We consider inclusion and accessibility a driver of institutional excellence and seek out diversity of participation, thought, and action. It is our aim, therefore, that our employees, trustees, interns, and volunteers reflect and embrace these core values.

AN AFFIRMATIVE ACTION / EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER