ABOUT THE ROLE

The Associate Director of Hospitality & Visitor Experience serves as the operational leader of the Visitor Experience department, partnering with the Senior Director to translate departmental strategy into coordinated action while cultivating a culture of exceptional hospitality across all visitor-facing operations. This position oversees the Frontline Operations Manager and Manager of Volunteer Programs while providing leadership and guidance to the broader Visitor Experience frontline leadership team, including Frontline Supervisors.

As the Senior Director's primary partner in departmental operations, the Associate Director serves as the department's operational integrator - aligning people, processes, and priorities across Visitor Experience to build organizational capacity and ensure consistent, welcoming, and hospitality-driven visitor experiences across all SAM locations.

RESPONSIBILITIES

• Partner with the Senior Director to translate departmental strategy into operational priorities, implementation plans, and measurable outcomes
• Lead and develop the department's frontline operational leaders, building organizational capacity through consistent leadership practices, coaching, and accountability
• Direct the work of the Frontline Operations Manager and Manager of Volunteer Programs, providing coaching, guidance, and accountability while empowering them to lead their respective teams
• Serve as the operational integrator for the Visitor Experience department by coordinating initiatives across teams, removing barriers, and ensuring projects, communications, and priorities remain aligned and on track
• Lead implementation of departmental priorities and strategic initiatives, ensuring responsibilities are clearly defined, work is coordinated across teams, and progress is monitored
• Identify operational challenges and opportunities, recommending solutions that strengthen organizational capacity, departmental effectiveness, and support institutional goals
• Represent Visitor Experience on cross-functional committees and institutional initiatives, building collaborative relationships across the museum
• Serve as the Senior Director's designee during their absence, ensuring continuity of departmental leadership and operations
• Lead the development and implementation of the museum's Radical Hospitality philosophy, establishing customer service standards, training programs, and operational practices that create consistently welcoming and exceptional visitor experiences across all museum locations
• Develop and oversee onboarding, customer service training, leadership development, and recognition programs that reinforce the museum's Radical Hospitality philosophy and build a culture of service excellence
• Establish consistent performance management practices across frontline operations and volunteer programs, coaching managers to effectively develop staff, address performance concerns, and build high-performing teams
• Foster a culture of hospitality, accountability, inclusion, recognition, and continuous learning that supports employee engagement and exceptional visitor experiences
• Work closely with the Senior Manager of Audience Research & Insights to leverage visitor feedback, operational data, and frontline observations to evaluate service performance and identify opportunities to enhance the visitor experience
• Guide the resolution of complex visitor concerns, using trends and feedback to continuously strengthen hospitality standards, training, and service delivery
• Oversee Visitor Experience operations across all museum locations by guiding managers, aligning priorities, and ensuring consistent operational standards
• Lead the development and refinement of operational policies, procedures, and workflows that improve efficiency, accessibility, consistency, and service quality
• Coordinate operational planning for exhibitions, public programs, institutional initiatives, and special events, ensuring visitor experience considerations are integrated into planning and execution
• Collaborate with Frontline Operations, Volunteer Programs, Audience Research & Insights, Security, Facilities, Membership, Public Engagement, Retail, and other museum partners to deliver seamless visitor experiences across all museum locations
• Partner with the Senior Director to develop and oversee the frontline compensation budget and departmental operating budgets
• Oversee the Volunteer Program budget in collaboration with the Manager of Volunteer Programs
• Monitor staffing levels, labor utilization, and departmental expenditures, recommending adjustments that support operational effectiveness and responsible stewardship of resources
• Direct department internal communications, leadership meetings, and administrative functions that support effective department operations
• Oversee departmental administrative processes and systems, ensuring accurate documentation, effective communication, and efficient coordination across the department
• Contribute to an institutional focus of delivering exceptional, welcoming, and inclusive customer service-creating positive, meaningful experiences for all visitors, every time
• Participate in institutional learning opportunities to grow our collective understanding and integration of antiracism, cultural competency, and equity values into SAM's work

WE ARE LOOKING FOR

Required Qualifications

• Bachelor's degree in business, hospitality, museum studies, arts administration, nonprofit management, or a related field; or an equivalent combination of education and experience
• Minimum of six years of progressive leadership experience in visitor experience, hospitality, customer service, operations, or a related field, including experience leading managers, supervisors, or other people leaders
• Experience translating strategic priorities into operational plans and leading organizational change or process improvement initiatives
• Demonstrated success leading complex visitor-facing operations while building high-performing teams and developing leaders
• Demonstrated ability to build collaborative relationships and lead cross-functional initiatives involving multiple stakeholders
• Strong operational planning, project management, and organizational skills, with the ability to manage multiple priorities in a dynamic environment
• Excellent communication, coaching, and interpersonal skills, with the ability to effectively engage staff, volunteers, leadership, and external partners
• Commitment to creating welcoming, inclusive, and accessible visitor experiences and fostering an equitable workplace culture
• Proficiency with Microsoft Office Suite, Google Workspace, and CRM or ticketing systems (Tessitura preferred)
• Ability to pass and maintain a security background check

Preferred Qualifications

• Experience in a museum, cultural institution, nonprofit, or other mission-driven organization
• Experience leading operations across multiple sites or locations
• Experience managing departmental budgets and workforce planning
• Experience with Tessitura or a comparable CRM and ticketing platform

FLSA Status: Full Time, Exempt

Reports To: Senior Director of Visitor Experience

Work Location: Seattle Art Museum - Downtown Location

BENEFITS

Benefits include a fully employer paid HMP medical plan or an employee contribution PPO plan, dental, vision, and basic life insurance/LTD/AD&D, Flexible Spending Account, Short Term Disability, Supplemental Dental Insurance and participation in SAM's 403b retirement plan.

Following 1 year of service and 1,000 hours worked, SAM makes a discretionary 3% employer contribution regardless of participation and provides an employer match program. Historically, this contribution has been made annually.

Additional benefits include paid time off for vacation, PSST, bereavement leave, and jury duty, 11 scheduled holidays, 1 paid floating holiday, a subsidized unlimited Orca card, onsite fitness facility, and an EAP. FT Staff also receive a Patron level membership to SAM, a Tier III membership to the American Alliance of Museums and discounts to museum shop and programming.

$109,000 - $109,000 a year