Visitor Experience Systems Manager

MCA•Chicago, IL

1d•Hybrid

About The Position

We have an opening for a Visitor Experience Systems Manager who will oversee Box Office operations and the ticketing system, support the Visitor Experience (VE) team with special projects, daily operations, and initiatives that ensure a welcoming, accessible, and authentic experience for all MCA visitors. To be successful in this role, you will: Systems: Maintain oversight of VE procedures for ticketing setup of museum admission and programs. Represent VE at internal and external meetings and events requiring ticketing services. Execute ticketing setup for museum admission, performances, events, and ticketed rental events. Create and maintain ticket designs for physical and e-tickets in ticketing software, collaborating with Creative and Design as needed. Stay updated on technology trends and best practices related to ticketing and box office procedures. Work with Information Technology department on system and hardware updates impacting VE. Leverage ticketing system to generate reports at the request of the Director of Visitor Experience and/or Senior Director of Audience Experience, providing timely updates on audience numbers and sales. Box Office: Oversee and execute audience plans for performance, programs, and rental events. Oversee capacity and comp lists for public programs. Oversee pre and post communication for visitors. VE Team Leadership: Supervise, mentor, train, and oversee direct reports including special projects and staff management to ensure effective operation and accountability for results. Ensure staff are informed about museum exhibitions, programs, and activities. Provide specific training on ticketing systems, equipment, and data entry. Support ongoing training efforts and serve as a role model for VE Assistants and Associates. Ensure daily safe count; report under/over errors to Finance and Accounting. Assume the role of VE Manager on designated days or as needed, overseeing visitor experience and ensuring a positive experience for all guests. Responsibilities include managing staff, addressing visitor concerns, and implementing service improvements. Support daily schedule coordination including covering lunches, breaks, callouts, and events. Assist with beginning and end of day activities. Serve as manager on duty for performances and events. Stay informed about Visitor Experience and Box Office policies, procedures, membership details, and MCA security and emergency protocols. Ensure effective use of communication tools for Visitor Experience. Maintain Knowledge of Current Exhibitions: Stay informed about ongoing exhibitions by reviewing gallery guides and catalogs, and by participating in educational events and curator tours.

Requirements

3 to 5 years of supervisory experience managing customer service activities.
Prior experience with point-of-sale and ticketing systems.
Highly organized with the ability to anticipate needs, act proactively in a fast-paced environment, and manage workload to meet deadlines.
Excellent verbal and written communication skills; ability to interact effectively with visitors and all levels of staff.
Proficiency with Microsoft Office 365.
Ability to perform occasional light lifting.
General mobility throughout the museum.

Responsibilities

Maintain oversight of VE procedures for ticketing setup of museum admission and programs.
Represent VE at internal and external meetings and events requiring ticketing services.
Execute ticketing setup for museum admission, performances, events, and ticketed rental events.
Create and maintain ticket designs for physical and e-tickets in ticketing software, collaborating with Creative and Design as needed.
Stay updated on technology trends and best practices related to ticketing and box office procedures.
Work with Information Technology department on system and hardware updates impacting VE.
Leverage ticketing system to generate reports at the request of the Director of Visitor Experience and/or Senior Director of Audience Experience, providing timely updates on audience numbers and sales.
Oversee and execute audience plans for performance, programs, and rental events.
Oversee capacity and comp lists for public programs.
Oversee pre and post communication for visitors.
Supervise, mentor, train, and oversee direct reports including special projects and staff management to ensure effective operation and accountability for results.
Ensure staff are informed about museum exhibitions, programs, and activities.
Provide specific training on ticketing systems, equipment, and data entry. Support ongoing training efforts and serve as a role model for VE Assistants and Associates.
Ensure daily safe count; report under/over errors to Finance and Accounting.
Assume the role of VE Manager on designated days or as needed, overseeing visitor experience and ensuring a positive experience for all guests. Responsibilities include managing staff, addressing visitor concerns, and implementing service improvements.
Support daily schedule coordination including covering lunches, breaks, callouts, and events. Assist with beginning and end of day activities.
Serve as manager on duty for performances and events.
Stay informed about Visitor Experience and Box Office policies, procedures, membership details, and MCA security and emergency protocols.
Ensure effective use of communication tools for Visitor Experience.
Maintain Knowledge of Current Exhibitions: Stay informed about ongoing exhibitions by reviewing gallery guides and catalogs, and by participating in educational events and curator tours.

Benefits

Individual and MCA-provided retirement savings plans.
Paid time off.
Pre-tax, reduced rate parking and Ventra/Metra benefits.
Free admission to MCA exhibitions for yourself and guests.
Free admission to many special and member events.
Reduced price tickets to MCA Stage performances.
Discounts on dining in Marisol and in our award-winning MCA Store.
Access to our onsite library.
Opportunities to attend curator-led staff tours.
Free or discounted admission to many other cultural institutions across the United States.
health, dental, and vision insurance plus free life, AD&D, short-term and long-term disability insurance.