Visitor Experience Manager (Full-Time, Non-exempt) | Japanese American National Museum

The Japanese American National Museum (JANM), based in the historic Little Tokyo neighborhood in downtown Los Angeles, is preparing to reopen following a closure for renovation of its Pavilion building. JANM is hiring a Visitor Experience Manager who will be responsible for the successful management of the Visitor Experience Department. Supervising staff across the museum campus to provide a high level of customer service and satisfaction, working cross-departmentally to ensure an excellent experience and place of belonging for guests. They will oversee the selling of tickets to the Museum and its programs, handling guest questions and complaints, especially those not resolved at the Lead or Associate level. The Manager maintains accurate records and financial controls for ticket sales and ticketing equipment. The position reports to the Vice President of Audience Engagement and is regularly scheduled for weekend and evening hours. 

Bachelor’s degree preferred; or an equivalent combination of education and experience. Requires at least 3 years of experience managing a team in a museum, hospitality, or attraction environment. Willingness to learn and apply new skills. Previous experience developing procedures and best practices, conducting training and managing guest check-in processes is required. Professional phone manners are essential. Ability to prioritize, plan, and manage tasks to meet firm deadlines, clearly communicate delays, and respond to requests in a timely manner is required. Being able to work well in a team and independently is imperative. Excellent communication and negotiation skills. Demonstrated commitment and flexibility in order to ensure a high level of quality service to guests, volunteers and co-workers. Ability to adjust and provide appropriate action when unanticipated need arises. Familiarity with the Little Tokyo neighborhood community and knowledge of Japanese American history and culture is preferred. Proficiency with MS Office and Google Workspace and familiarity with Altru CRM and POS system is preferred.

Criminal background and credit check required. Salary Range: $30 to $33 per hour DOE. Visit janm.org/jobs for full job description and application requirements. EOE. No Paid Relocation.

Benefits: EE Medical, Dental and Life Insurance, ERISA 403(b) with matching after 1 year. 17 paid holidays, sick and vacation time; free contributing level membership, fee on-site parking, discounts at museum store, online store and on-site Chado tea room.

Submit: Cover Letter, application, and resume with references to

Japanese American National Museum

Attn: Human Resources

Re: Visitor Experience Manager

100 N. Central Ave

Los Angeles, CA 90012

Email: hr@janm.org

Include in subject line: Visitor Experience Manager

Fax: (213) 830 -5673

No Phone Calls Please