Associate Director of Visitor Services

Powerhouse Arts is a not-for-profit organization committed to creative expression. Housed in a purpose-built-facility in Brooklyn, the organization hosts an extended network of art and fabrication professionals and educators who work together to co-create and share artistic practices vital to the well-being of artists and the communities to which they serve. Our new facilities house fabrication services, production services, production spaces, and member workshops for artisans.

In 2025, PHA expects to welcome in thousands of patrons as the building becomes a center for art and performance. In light of this Powerhouse is seeking a Associate Director of Visitor Services who will be responsible for overseeing all aspects of the visitor experience at PHA delivering a gracious and enriching experience for all, including artists, tenants and artist members working in the building, and patrons. 

This role will oversee and advance onsite ticket sales and create and implement policies and procedures related to welcoming visitors who visit PHA’s facilities, come to work in PHA’s facilities, attend exhibitions and performances, and visit PHA’s retail (and possible F&B) presence. This role will report to the Vice President of External Affairs & General Counsel and will oversee a team of full time and part time coordinators, in addition to seasonal staff.

Position: Associate Director of Visitor Services

Reports to: Vice President of External Affairs and General Counsel

Type: Full-time/Exempt

People who thrive in Powerhouse’s organizational culture are those who:

• Are action-oriented, collaborative, communicate well, and work well in a fast-paced environment
• Enjoy research and iterative problem-solving
• Have ownership of their scope and independent follow-through, and are attentive to details
• Value and work towards an equitable and inclusive workplace

Responsibilities include but are not limited to:

Management:

• Develop a cohesive philosophy of visitor experience at Powerhouse Arts and conceptualize the next phase in the org’s visitor experience evolution, with the buy-in ofrelevant stakeholders.
• Implementation of and management oversight over such visitor experience plan, including training team of Visitors Service Coordinators and training other relevant PHA team members.
• Review and update, and additionally create, visitor service training materials and resources for direct reports.
• Manage full and part time Visitors Service Coordinators, including hiring, scheduling, overseeing personnel issues performance reviews, training and other duties related to management of this staff as necessary.
• Maintain a well-informed and working knowledge of exhibitions, programs, and schedule of events.
• Provide logistical support and serve as manager-on-duty during PHA operation hours, particularly during opening and closing of major events, managing front of house experience including crowd control during busy periods.
• Recruit and hire seasonal and part-time staff to ensure proper coverage special events.
• Serve as resource as PHA bulks up additional front-facing presence

Visitor Services:

• As the first line of contact for artists and visitors this role will deliver superior customer service, providing a gracious welcome and smooth check-in process, to every visitor, serve as point of escalation for building guest and visitor concerns.
• Ensures customer satisfaction by analyzing complaints, concerns, and suggestions to lead process and communication improvements.
• Administer the check-in process with Powerhouse’s strategic goal of deepening engagement with artist and visitors at top of mind, collecting contact information, and encouraging artists and visitors to keep in touch with Powerhouse through our newsletter, website, and social media platforms.
• With a core team of colleagues, spearhead the development of institutional standards for messaging about visitor information (on website and in automated messaging) an responding to visitor issues that arise in person or across all platforms (phone, email, social media).
• Develops content for tours and programs that visitor services staff give to the public.
• Collaboratively coordinate logistics of public tours with the Programs team while communicating and overseeing the Visitor Services team lead them--ensuring a pleasant experience for all visitors.
• Collaborate