Program Specialist – Visitor Experience

Wed, 06/19/2019 - 11:34am -- webmaster
Job Description: 

The Program Specialist – Visitor Experience will report to the Program Manager – Program Development and be part of the Executive Office team. This individual will coordinate communications with all visitors to the USC SF whether they are in person, online or on the phone. They will be responsible for coordinating the visitor experience program, including determining the program and agenda for visits, liaising with department staff, scheduling spaces and hosting visitors. They will support staff across the institute who participate in visits. They will also be responsible for coordinating the interactive exhibits housed at the USC Shoah Foundation, which will require a facility and ability with technology. They will also be required to write manuals, scripts, and guides and train and oversee volunteers who will serve as docents and student workers from time to time. The position also works closely with Operations department, Communications, and Advancement team.

The ideal candidate will have an understanding of the history of the events documented in the archive and have experience in communicating with external visitors. They will have an understanding of the institute and its audiences. They will have experience working with volunteers and managing exhibits similar to those one would find in a museum. They will be service oriented, personable and welcoming.

Tasks include:

  • Provides the professional service of program coordination for visitor experience program a program that supports development and programmatic outcomes across the institute.They will assist in the managing of the program, budgeting and be responsible for providing program services:
    • Responsible for managing the scheduling, coordination and program for a wide range of visitors:
      • Maintains the visitor experience program including pathways, level of service by visitor category, collaterals, and interactives;
      • Deeply understands the work of the institute and how it is represented in the interactive exhibits;
      • Monitoring and reporting on visits;
      • Leads visits;
      • Working with departments to schedule participation in visits;
      • Creates and publishes agendas for visits;
      • Determines collateral and call to action post visit;
      • Works with communications to update channels regarding visits and feeds photography and captions to social media;
      • Determining policies around visitors experience in collaboration with staff;
      • Understands and can cogently articulate the work of the institute to visitors
      • Facility with Microsoft Outlook and Excel; use of tracking CRM
      • Coordinates with Advancement to host development visits;
      • Recommends changes to or additions of contents
      • Manages the system and keeps it in good working order
      • Trains staff on the proper use of all interactives and system technology used in visits
      • Manages VHI email address and phone inquiries from visitors to our virtual and live sites
      • Coordination with Scheduler and Operations Department
      • Manages the functions and features of the Epstein Welcome Center
    • Responsible for the evaluation of the program and services and making recommendations for revision:
      • Works with external vendor and internal team to establish categories of visits, agendas and pathways for visits
      • Tracks and analyzes experience of visits and adjusts accordingly
      • Coordinates with departments to ensure high level of service, coordination and cooperation
      • Monitors technical issues and works with service provider to address to ensure experience quality
      • Works with content departments to regularly update interactives.
    • Researches and identifies visitor needs and modifies services or program accordingly; supports special events for visitors:
      • Remains up to date on programs and developments in the institute.
      • Monitors requests and feedbacks in order to update visit program/pathways/visit experiences accordingly
      • Coordinates and leads special events that are focused on use of the interactives or visitors spaces (Trojan Family Weekend for example)
      • Keeps an updated log of all calls and emails with template standardized responses that reflect our values.
    • Provides leadership to volunteers and student workers associated to the Visitor Experience program:
      • Develops program of training for volunteer docents
      • Write and edit docent training manual
      • Continuously trains docents
      • Schedules, coordinates and monitors docents once trained and participating in the visits
      • Assesses proficiency
      • Directs students workers as appropriate
      • Maintains a deep knowledge of the programs offered by the institute so as to keep docents informed.
    • Participates in the development and implementation of program policies and procedures
      • Responsible for policies, protocols and procedures for visitor experience
      • Responsible for communicating and coordinating such policies with Operations and staff using the existing structures
  • Assists in development activities by coordinating with Advancement for visit with potential donors or other development staff, this includes developing bespoke visits for those groups and leveraging the interactives to improve the experience
    • Coordinates with other departments to maximize impact of visit as necessary;
  • Coordinates with other staff on campus who are visiting the facility.
Requisition Number: 
Job Posting Date: 
Wednesday, June 19, 2019
  • B.A required, M.A. preferred
  • Museum experience preferred
  • 2 years minimum, 3 years preferred in one or more of the following fields:
    • Holocaust/Genocide Studies
    • Museum Studies
  • Ability to multi-task
  • Experience with writing preferred
  • Public speaking experience, a plus
  • Ability to work with limited supervision
  • Service oriented
  • Critical thinker
  • Flexibility/adaptability
  • Experience with suite of Microsoft Office, facility with Microsoft Excel
  • Comfortable with technology
Executive Office

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