Position Summary
The Visitor Operations Manager oversees the PMML’s public-facing operations during assigned hours and supervises the Visitor Services Associate. The position also leads ticketing, retail, group bookings, and facility rentals.
Reporting to the Director of Operations, the Manager is responsible for a professional, efficient, and welcoming front-of-house operation. The Manager also leads the PMML’s onsite and online retail business and manages ticketing within Tessitura.
The position works with the CRM & Constituent Operations Manager on broader system administration and data standards.
Essential Qualifications Two or more years of experience in visitor services, retail, ticketing, hospitality, museum operations, or a related setting
Experience supervising or directing the work of others preferred
Strong communication and organizational skills, with sound judgment in handling visitor and operational issues
Experience managing retail operations, including merchandising and inventory
Experience with e-commerce operations; Shopify experience preferred
Experience with ticketing, CRM, or database systems; Tessitura experience preferred
Experience with cash handling, reconciliation, and basic financial controls
Ability to manage multiple priorities and maintain consistent follow-through
Ability to work independently and make routine onsite decisions within established policies
Ability to work weekends, occasional evenings, and extended hours as needed
Ability to lift up to 30 pounds
First Aid certification or willingness to obtain it
Interest in history, museums, libraries, or cultural institutions preferred
Assigned Responsibilities and Duties
Front-of-House Management Serve as the onsite manager during assigned public hours.
Supervise the Visitor Services Associate, including scheduling, day-to-day direction, coaching, and performance feedback.
Ensure appropriate front desk coverage and consistent visitor service standards.
Resolve escalated visitor concerns and routine operational issues.
Ensure opening, closing, keyholder, safety, and daily operating procedures are followed.
Provide front desk coverage when operationally necessary while maintaining primary responsibility for management of the front-of-house function.
Ticketing Operations Manage ticketing operations within Tessitura.
Maintain accurate ticket types, pricing, discounts, admissions setup, and event configuration.
Ensure ticketing information is current for admissions, programs, and special events.
Resolve routine ticketing issues and coordinate with the CRM & Constituent Operations Manager when broader system or data issues arise.
Monitor ticketing activity and provide operational reporting to the Director of Operations.
Follow established CRM standards for system use and data quality.
Retail and E-Commerce Lead the PMML’s onsite retail operation and Shopify storefront, with responsibility for sales growth and performance.
Select and source merchandise that supports visitor demand and institutional goals.
Manage purchasing, vendor relationships, and inventory levels.
Oversee merchandising and product presentation onsite and online.
Recommend pricing and product changes based on sales performance.
Oversee order fulfillment and retail customer service.
Coordinate retail promotions with Marketing.
Maintain appropriate inventory and financial controls.
Groups and Rentals Manage group visits, tours, and facility rentals from initial inquiry through confirmation and onsite execution.
Coordinate each booking with the staff needed to support it.
Provide clients with clear information about availability, pricing, and requirements.
Serve as the primary operational contact for groups and rental clients.
Maintain accurate booking records and ensure activities follow established PMML policies.
Revenue and Operational Performance Monitor activity and revenue trends across ticketing, retail, groups, and rentals.
Identify opportunities to improve retail sales, visitor…