Senior Manager of Visitor Services

Full-time, Exempt 

Background

Internationally recognized as a premier museum and research center, the Frick is known for its distinguished Old Master paintings and outstanding examples of European sculpture and decorative arts.

The collection originated with Henry Clay Frick (1849–1919), who bequeathed his home, paintings, sculptures, and decorative arts to the public for their enjoyment. The institution’s holdings, which encompass masterworks from the Renaissance through the nineteenth century—have grown over the decades, more than doubling in size since the opening of the museum in 1935. A critical component of the institution is the Frick Art Research Library, founded in 1920 by Helen Clay Frick, daughter of the museum’s founder. Recognized as one of the world’s top art history research centers, it has served students, scholars, and members of the public free of charge for generations.

The Frick has undergone a comprehensive renovation and was open in a temporary home, Frick Madison, from 2020 through early 2024, while renovations were underway at the mansion on 70th Street. In addition to special exhibition galleries and education spaces, we have added enhanced visitor amenities and accessible spaces. The Museum and Art Research Library reopened to the public in April.

Workplace Culture

At the Frick Collection, we pride ourselves on promoting an open and welcoming workplace culture that supports diversity and work-life balance. The Frick strives to provide our employees with competitive salaries and exceptional benefits in a beautiful and pleasant work setting, while offering an excellent opportunity to appreciate some of the world’s finest works of art.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at The Frick Collection, where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, national origin, age, marital status, alienage or citizenship status, sexual orientation, disability, pregnancy, military status, creed, genetic predisposition or carrier status or any other protected characteristic as established by law. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Qualified candidates of diverse backgrounds are encouraged to apply for vacant positions at all levels.

Position Summary 

The Frick Collection seeks a dynamic and strategic Senior Manager of Visitor Services to lead the team responsible for delivering a welcoming, accessible, and enriching experience for every guest. Reporting to the Head of Visitor Services and Government Affairs, this role oversees daily front-of-house operations and serves as a key partner in shaping initiatives that enhance customer service, audience engagement, and the overall visitor journey.

The ideal candidate has 6-8 years of experience in visitor services, customer experience, or hospitality management—ideally in a cultural institution—with a proven ability to manage teams and foster a culture of excellence.

Key Responsibilities

• Lead and supervise a team of two full-time and 45+ part-time Visitor Services staff ensuring consistent, high-quality service aligned with the museum’s mission and values.
• Develop and implement operational strategies to enhance visitor satisfaction, improve service standards, and increase repeat visitation.
• Collaborate closely with marketing, membership, education, retail, facilities, and security teams to deliver a seamless and integrated visitor experience.
• Support accessibility and inclusion efforts to ensure a welcoming environment for all audiences.
• Oversee daily Visitor Services operations, including staffing, scheduling, training, and performance management for visitor-facing roles.
• Manage ticketing and reservation systems and work closely with the IT/database team to ensure that data is being accurately recorded and reported.
• Manage community relations and visitor feedback channels and serve as the senior on-site contact for visitor issues, conflict resolution, and emergency protocols when needed.
• ensuring timely, thoughtful responses and strengthening audience trust and engagement.
• Provide reporting on visitor feedback, ticketing data, and attendance trends.
• Ensure all VS staff are trained and informed to communicate museum and library information clearly and enthusiastically, including collection information, exhibitions, programs, and events.
• Provide front-line support during staff shortages.
• Other duties assigned as needed.

Requirements

 
Skills and Qualifications
The education and/or experience requirements listed below are representative of the knowledge, skill, and ability required to successfully perform the essential duties of this position. 

• 6-8 years of experience in visitor services, hospitality, or customer experience; 3+ years in a supervisory or managerial role
• Experience in a museum, cultural institution, or similar public-facing environment strongly preferred.
• Exceptional interpersonal and communication skills, with a demonstrated ability to lead teams with empathy and professionalism.
• Strong organizational, analytical, and problem-solving abilities.
• Experience with ticketing (e.g., ACME, VBO, or similar) and CRM systems and software (e.g. Raisers Edge)
• A commitment to diversity, equity, inclusion, and accessibility in audience engagement.
• High school diploma or equivalent
• Ability to work evenings, weekends, and holidays as needed
• Comfortable moving throughout the building, including staircases and outdoor areas
• Punctual, composed under pressure, and able to make quick decisions
• Fluency in English. Fluency in second language is beneficial

Physical Requirements

The candidate must be able to perform the essential functions of the position and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Benefits in Employment with the Frick Collection

Paid Holidays: Full-time employees are eligible for 14 paid holidays, all federal holidays including Juneteenth, and Election Day and four floating holidays: two may be used in the first half of the calendar year, two may be used in the second half of the calendar year.

Sick and Vacation time: Eligible full-time employees accrue up to 12 sick and 12 vacation days in their first year of employment. In subsequent years, eligible full-time employees accrue up to 12 sick days and 25 vacation days/year.

Paid Family leave: In addition to adhering to all federal family leave laws, we provide all eligible employees with paid bereavement and family leave.

Health, Dental and Vision insurance: all full-time employees and their eligible dependents may enroll in employer sponsored benefits plans. Employees contribute to the cost of health insurance based on income level and type of coverage selected.

Short and Long Term Disability and Life Insurance: the Frick covers the entire cost of these benefits for all full-time employees. The life insurance benefit is up to three times the employee’s annual salary.

Retirement: The Frick supports all employees in planning for retirement by offering participation in a Tax Deferred Savings Plan – 403(b) and a defined benefit pension plan. We also offer retiree health benefits for retirees and their eligible dependents.

Wellness Programs at the Frick include an Employee Assistance Plan, a discount on Citi Bike memberships and a discount on bike helmets.

Additional benefits include discounted Metro Cards/Transit Checks, flexible spending accounts for health, dependent care and commuting costs.

Employment Status and Compensation 

This is a full-time in-person role. The salary for this exempt role $85,000.00.

The Frick Collection hosts events, programs, and other activities in the evenings and on weekends that often require the Manager for Visitor Services to be present for support and provide oversight of these activities.

Application Process Apply here or send resume and cover letter to:  Head of Visitor Services and Government Affairs  

The Frick Collection

1 East 70th Street

New York, NY 10021