Reporting to the Deputy Director for Advancement and External Affairs, the Head of Visitor Services leads the team of employees and activities of the Yale Center for British Art’s newly-formed Visitor Services department. The Visitor Services department is the first point of contact for museum visitors and sets a welcoming and positive tone supporting the educational mission of the museum. The Head of Visitor Services also oversees and operates the YCBA’s retail Museum Shop. The Head of Visitor Services: sets a high standard for face-to-face interaction and customer service for the team; sets and implements policy, training, procedures, etc.; motivates and coaches staff; is responsible for annual departmental budget; recruits, hires, trains, and administers discipline as necessary; serves as primary expert on point-of-sale and other software applications and generates and analyzes related reports, development of institutional products, and generation of revenue; participates in museum-wide committees as appropriate; interprets and enforces museum policies; sets and implements departmental policies under which museum-wide staff must operate; responds to non-routine inquiries from visitors and staff; is adept at conflict resolution and de-escalation. This position is responsible for the management of both full-time, part-time and student employees.