Visitor Experience Coordinator
What you'd do
The Smithsonian Institution is the world's largest museum, education, and research complex, with 21 museums and the National Zoo. This position is located within Visitor, Volunteer, Intern and Business Engagement (VVIBE), Museum Operations, National Museum of American History (NMAH). NMAH is home to more than 1.8 million objects and more than three shelf-miles of archival collections, preserving and sharing the greatest single collection of American history in the world.
Major duties
The Visitor Experience Coordinator provides administrative and operational support to VVIBE to ensure the best possible visitor experience. In this position, you will: GS-07: Support Visitor Services operations by assisting with customer service, wayfinding, crowd management, safety initiatives, accessibility services, visitor engagement, and the interpretation of content. Participate in management of Visitor Services volunteer program and provide leadership over a large volunteer population. Use databases and digital systems, including Constituent Relationship Management (CRM), VSys, SenSource, and ticketing systems, to support Visitor Services operations and data management. Ensure VVIBE training goals are achieved by monitoring progress and providing regular status reports. GS-09: In conjunction with supervisor, provide coordination of Visitor Services programs and activities, including customer service, wayfinding, crowd management, safety initiatives, accessibility services, visitor engagement, and the interpretation of content. Lead and support a large volunteer population within the NMAH Visitor Services Volunteer Program, working closely with the supervisor to recruit, interview, and successfully onboard new volunteers. Use dashboards and digital systems, including Constituent Relationship Management (CRM), VSys, SenSource, and ticketing systems, to track performance, maintain records, and support Visitor Services operations, while training users on system functionality and best practices. Assist in designing and conducting training programs to ensure SI and NMAH strategic goals and objectives are met.
What you need to qualify
GS-07: Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-05 level in the Federal Service. For this position, specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; providing direct assistance to visitors, such as assisting with crowd control, wayfinding, and answering questions about collections, exhibitions, or programs; and working with museum or cultural institution volunteers to implement visitor services policies and procedures. Or Education: 1 full year of graduate level education or superior academic achievement. Or a Combination: Education and experience may be combined to meet the basic qualifications. For a full explanation of this option please see the Qualification Standards. GS-09: Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-07 level in the Federal Service. For this position, specialized experience is defined as working in a visitor services department for a museum or similar cultural institution; providing direct assistance to visitors, such as assisting with crowd control, wayfinding, answering questions about collections, exhibitions, or programs, and addressing visitor concerns or complaints; providing recommendations to refine or improve visitor services operations; and providing guidance to museum or cultural institution volunteers to ensure consistent implementation of visitor services policies and procedures. Or Education: master's or equivalent graduate degree or 2 full years of progressively higher level graduate education leading to such a degree or LL.B. or J.D., if related. Or a Combination: Education and experience may be combined to meet the basic qualifications. For a full explanation of this option please see the Qualification Standards. Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual 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). 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. Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week. Special Instructions for Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above, it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. For instructions on where to fax these documents, see the "Required Documents" section of this announcement.
Before you apply
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