Assistant Manager, Guest Experience Operations

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non-profit charitable organization. 

Job Description:

Position Title: Assistant Manager, Guest Experience Operations  

Position Type: Full-Time 

FLSA Classification: Exempt

Department: Guest Experience Operations 

Reports to: Manager, Guest Experience Operations 

Date Reviewed: August 22, 2024 

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. The Momentary is a venue for the music, art, and food of our time, and a catalyst for creativity and economic vitality. An extension to Crystal Bridges, the Momentary is a ‘living room’ where community gathers to be inspired, connected, and joyful. You belong here: make the most of this moment.

Position Summary:

The Assistant Manager, Guest Experience Operations is a key position in the institution’s ability to create a welcoming, safe, professional, and world-class guest experience. This role supports the front-line team that staff’s museum entrances, venues, and both indoor and outdoor events. Strong organizational and technological skills are required to simultaneously attend to daily responsibilities while planning for longterm departmental achievements.

The Assistant Manager, Guest Experience Operations will support the Manager, Guest Experience Operations providing leadership and oversight to make sure all daily operations run smoothly. They will act as a liaison to other museum departments, assist in the development of departmental processes and procedures, and in the absence of the Manager, Guest Experience Operations will take responsibility for addressing unique situations in a timely manner. The Assistant Manager, Guest Experience Operations will ensure that the daily operations of the department are fulfilled and that each Associate is fully trained to provide outstanding customer service to museum guests and colleagues. They will assist in managing and supervising all personnel. This includes hiring, establishing, and monitoring performance objectives and individual training and development of departmental staff. This role requires exceptional management and leadership skills and an eagerness to grow and develop a vibrant and energetic team.

The Assistant Manager, Guest Experience Operations will spend time each day in public areas of the museum interacting with team members and guests – and will work evenings and weekends to support any events as needed to ensure that institutional standards are met, and accurate attendance is reported.

Principal Responsibilities:

• Assist the Manager, Guest Experience Operations in planning and implementing strategies, policies, and procedures to ensure the highest levels of guest engagement and safety.  

• Assist the Manager, Guest Experience Operations in supervising, supporting, and evaluating the work of all team members.  

• Ensure all daily operations run smoothly and in accordance with institutional policies and procedures.  

• Assist in planning and running events, editing materials, and coordinating efforts in which the Guest Experience Operations department is involved.  

• Work with appropriate departments to manage the technology essential to Guest Experience Operations, including the Tessitura ticketing system, scanners, tablets, and printers – including hardware needs, software updates, inputting data from a variety of sources, and staff training.  

• Develop and maintain proficiency in department related software including Tessitura, EMS, Shopify and others as introduced.  

• Ensure cash handling procedures are followed, and all deposits and banks are accurate.  

• Act as a secondary contact for communications and training with other departments in matters related to front-line responsibilities.  

• Assists with the hiring process by participating in all interviews and deliberating on