1. Portland Museum of Art Page 1 of 2
Portland Museum of Art
Position Description
Visitor Experience Team Lead
Department: Visitor Experience
Division: Audience Engagement and Communications
Reports To: Visitor Experience Supervisor
Posted: April 17, 2015
GENERAL SUMMARY:
Under the direction of the Visitor Experience Supervisor, the Visitor Experience Team Lead assists the
Visitor Experience Supervisor with leadership and oversight of the Portland Museum of Art’s (PMA’s)
visitor experience team to ensure visitors and members are well served and problems are resolved
appropriately. The Visitor Experience Team Lead works as a team player across PMA departments to
ensure exceptional interdepartmental communication and to support the PMA’s goals of building
audiences, developing and strengthening constituent relationships, and maximizing revenue.
ESSENTIAL JOB FUNCTIONS:
 Assists with implementation of initiatives and strategies to ensure excellent and consistent visitor
experience in all areas of the PMA. Assists in the daily administration of the Visitor Experience
department by hiring, training, and managing Visitor Experience Associates and volunteers while
maintaining the Associates’ schedule, calendar, and reference materials.
 Serves as primary contact for all visitor contact locations, assisting visitors and members as
necessary, processing membership, admissions, and program and event transactions. Assists with
the smooth operation and logistics for internal and external events.
 Ensures effective operation of multiple sales sites and online activity that actively promote
programs, membership, and other items.
 Assists in maintaining communication with other PMA departments to ensure accurate public
information; maintains and updates reference materials; and briefs visitor experience staff,
volunteers, and other front line staff as needed.
 Assists with oversight of phone center operations; front line and call center ticketing; reservations,
sales, and reporting; routine clerical functions including bank deposit preparation; mail sorting,
stuffing, and stamping; online sales; and other data entry.
 Troubleshoots visitor database (Altru) and phone systems, and assists with oversight of office
equipment including postage machine, copier, and fax machine. Responds to specialized visitor
and member queries and situations, including visitor traffic flow; responds to and tracks visitor
inquiries and concerns, including comment cards.
 Maintains familiarity of and adherence to all security policies.
 Performs special projects and other related duties as required, directed, or as the situation dictates.

2. Portland Museum of Art Page 2 of 2
 Complies with all Portland Museum of Art safety rules and procedures.
 Regular attendance at the workplace is required.
SUPERVISORY RESPONSIBILITY:
Under the direction of the Visitor Experience Supervisor and the Director of Audience Engagement and
Communications, this position is responsible for the oversight of work for Visitor Experience Associates
and volunteers.
EDUCATION & EXPERIENCE:
High school diploma, with two years college or related customer service experience. Supervisory
experience in customer service is required.
QUALIFICATIONS:
 Ability to multitask, organize work, and meet deadlines with careful attention to detail in a fast-
paced, collaborative environment.
 Ability to effectively coordinate and direct staff and volunteers.
 Proven written and oral communication skills, including ability to adhere to PMA brand charter and
style guide, and ability to communicate effectively with constituents in person, over the phone and
via email.
 Ability to communicate and work effectively with staff, volunteers, and visitors; to exercise tact and
diplomacy at all times; and to represent the museum in a positive and professional manner.
 Ability to operate computers and assigned software, including Microsoft Office and Altru.
 Ability to handle sensitive and confidential information with discretion.
 Ability to pass a criminal background check.
WORKING CONDITIONS & PHYSICAL DEMANDS:
The majority of work is performed in museum setting, at the Visitor Services desk, or in a normal office
environment not subject to extremes of noise, temperature, odor, etc. Operates computer, printer,
photocopier, POS system, credit card and gift card machines, and other office equipment. Work
involves extended sitting, computer use, and small muscle tasks, and may require occasional bending
and lifting. Weekend and evening hours are required.
TERMS:
The Visitor Experience Team Lead position is a full-time, full-benefits, non-exempt, hourly, employment-
at-will position. The schedule will vary depending on the needs of the museum and will include evenings
and weekends.
APPLY:
Please submit cover letter, résumé, and completed PMA Application for Employment (available at
website) http://www.portlandmuseum.org/about/employ.shtml , by April 24, 2015 directly to Jean
Graves, Business Manager, Portland Museum of Art, 7 Congress Square, Portland, ME 04101.
The Portland Museum of Art is an Equal Opportunity Employer.