Director of Visitor Experience

Duties

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The National Gallery of Art serves the nation by welcoming all people to explore and experience art, creativity, and our shared humanity. The National Gallery develops the understanding of art through collecting and exhibiting in ways that reflect our nation and its histories; preserving our collections for future generations; and delivering compelling public programs and events, engaging digital experiences and groundbreaking scholarship. This position is a critical, front-facing position tasked with leading and inspiring a diverse team of at least 35 staff and 250 volunteers in the delivery of first-in-class visitor services across the National Gallery's 25-acre campus.

Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution that welcomes up to four (4) million visitors annually. The Director navigates a complex and often high-profile calendar of daily operations, public programs, special events, and official visits while ensuring that hospitality, service quality, safety, accessibility, and operational readiness remain central to decision-making.

Duties for this position include

• Direct visitor operations across onsite, telephone, email, and digital channels, including accessibility services, ticketing and registration, contact center services, and operational support for membership and public programs.
• Coordinate with institutional partners to improve service consistency, operational readiness, and accessibility.
• Translate visitor feedback and audience research into operating changes, training, and measurable improvements; guide cross-departmental initiatives through implementation and handoff.
• Oversee budgets; manage purchases and contracts and adjust resources to changing priorities.
• Develop workforce models, succession plans, and talent strategies that align staffing resources with institutional goals.

Requirements

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Conditions of employment

• You must be a United States Citizen.
• This employer participates in the e-Verify program.
• Males born after 12/31/59 must be registered for Selective Service
• Pass Pre-employment Background Investigation
• Suitable for Federal employment, determined by a background investigation
• May be required to serve a supervisory probationary period

Qualification requirements must be met by the closing date of the announcement. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on OPM Website. It is your responsibility to ensure that you submit appropriate documentation prior to the closing date. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant experience as it relates to this job announcement. Be clear and specific when describing your work history since human resources cannot make assumptions regarding your experience.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week.

Qualifications

Specialized Experience Statement: Candidates must possess at least one year of specialized experience, equivalent in responsibility to the GS-14 level in the Federal service or private sector managing a complex visitor experience operation in an art museum, cultural institution or hospitality venue; coordinating cross-departmental initiatives to improve visitor experience; and managing operating budgets and workforce resources.

OPM Qualifications Standard:

Individual Occupational Requirements: Miscellaneous Administration and Program Series 0301 Associated Group standard: Group Coverage Qualification Standard for Administrative and Management Positions

You must meet all qualification and eligibility requirements by the closing date of this announcement.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

This position does not have an education requirement.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

The Federal Government offers a comprehensive benefits package.

Flexible Spending Accounts - https://www.fsafeds.com/

Health Insurance - http://www.opm.gov/insure/health/index.asp

Leave - http://www.opm.gov/oca/leave/index.asp

Life Insurance - http://www.opm.gov/insure/life/index.asp

Retirement Program - https://www.opm.gov/retirement-services/

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.