Manager of Visitor Engagement

Arnold Arboretum (Harvard University)

Job Description

Job Summary
The Arnold Arboretum of Harvard University is a 281-acre museum of trees teaching the world about plants. With one of the world's most biodiverse collections of temperate woody plants, combined with world-class scientific resources, and a commitment to diverse programming, the Arnold Arboretum has been a leader in horticulture since its founding in 1872. As part of the Boston Parks system, it is free and open to all daily; we host three to four million visitors each year.

We welcome interested applicants to view our website at: https://arboretum.harvard.edu to learn about our events at https://arboretum.harvard.edu/events/. Read about our land acknowledgment at https://arboretum.harvard.edu/stories/early-indigenous-land-use and our statement on the legacy of slavery: https://arboretum.harvard.edu/about/our-history/the-arnold-arboretum-and-the-legacy-of-slavery/
 
Position Description
The Public Programs team is seeking a full-time Manager of Visitor Engagement to create a welcoming, inclusive, and informative environment for visitors, members, program attendees, and volunteers. The Manager of Visitor Engagement is responsible for the management and development of all visitor engagement including visitor services, operation of the visitor center (VC) and mobile visitor center (MVC), and interpretive programs, to ensure the delivery of an exceptional visitor experience that promotes the Arboretum’s mission. The Manager of Visitor Engagement reports to the Head of Public Programs and leads a team of three Visitor Engagement Assistants.

Duties and Responsibilities
Functional Areas

Leadership and Management
  • Lead and manage the Visitor Engagement Assistants in a proactive manner by providing ongoing coaching, feedback, training, and development to ensure excellent service and smooth and efficient department operations. Recruit, hire, and train new staff, as required.
  • Oversee Visitor Engagement Assistants staff responsibilities and workflow. Build and manage policies and procedures that improve staff performance, maximize resources, and streamline operations.
  • Manage the visitor engagement budget including research and planning, reviewing, and analyzing budget to actuals, and reforecasting.
  • Create and maintain daily staff schedules and payroll services via online systems.
  • Produce weekly reports tracking visitation, visitor engagement, and operational and maintenance issues.
  • Effectively communicate, and problem-solve, with Arboretum colleagues, including other departments, to relay visitor-related issues and ensure that Arboretum information is accurate and effectively shared internally and externally.
Visitor Services
  • Ensure a high quality of service and an elevated level of visitor satisfaction through oversight of all aspects the visitor experience at the Arboretum.
  • Oversee visitor services operations in the VC and MVC, and on the grounds; assess and recommend improvements that are aligned with the Arboretum’s mission and budget.
  • Oversee staff communication with visitors via phone, email, and in-person. This includes greeting and assisting all visitors to the property and assisting emailers and callers with general information requests and visitation questions.
  • Actively seek information to understand visitor expectations and establish effective ways to monitor and evaluate visitor concerns, satisfaction, and to anticipate visitor needs.
  • Ensure that special visitor needs, issues, or incidents are addressed appropriately, inclusively, and in a timely manner.
  • Collaborate with Arboretum colleagues to improve visitor experiences through diverse efforts such as improved accessibility, amenities, and safety and security.
Interpretive Programs
  • Develop and administer all aspects of the public and private tour programs delivered by volunteer docents and interpreters.
  • Manage the recruitment, organization, and recognition of Arboretum volunteer docents and interpreters, train volunteers in collaboration with the Manager of Adult Programming and Events.
  • Maintain, update, and develop new interpretive exhibits for the VC and MVC in collaboration with Public Programs colleagues.
  • Manage and create visitor informational tools such as maps, brochures, automated phone messages, program guides, and handouts.
  • Oversee and track all landscape signage, including wayfinding and interpretation, to ensure that it is accurate, attractive, and cohesive.
  • Collaborate with other Arboretum departments and consultants on signage requests, content development, fabrication, and placement in the landscape.
Basic Qualifications
  • Five or more years of experience in visitor service or customer service, ideally in a botanic garden, museum, university, or retail environment.
  • Four or more years of experience supervising front-facing staff.
  • Bachelor’s degree, or equivalent experience, in public gardens management, plant science, museum studies, environmental field, or similar.
  • Experience managing budgets, tracking data, and creating reports.
  • Must be available to work holidays, evenings, and weekends as needed.
  • Proficiency in Windows and Microsoft Office Suite, including Excel, Word, and PowerPoint.