Smithsonian Institution
Visitor Experience and Accessibility Manager
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Summary
Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-11 level in the Federal Service. For this position, specialized experience is defined as 1) overseeing visitor experience, accessibility, and volunteer programs, and 2) using customer service practices and visitor engagement strategies to create the highest quality experience within a large museum. Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.
Major Duties
The Visitor Experience and Accessibility Manager has responsibility for overseeing all aspects of the operation and administration of the Visitor Experience, Accessibility, and Volunteer Program. In this position, you will: Oversee and support the day-to-day operations of visitor and accessibility services and learning spaces to ensure effective and consistent service delivery. Implement established policies and procedures governing visitor flow, service protocols, and public engagement activities. Provide guidance, assign work, monitor performance, and support employee development. Participate in hiring, preparing performance plans and evaluations, and recommending awards or corrective actions as appropriate. Plan, coordinate, and implement visitor experience, accessibility, and volunteer programs within established frameworks and priorities set by leadership. Track program performance metrics, analyze visitor feedback and operational data, and recommend improvements Coordinate volunteer program operations, including recruitment, onboarding, training, and communication, using established procedures and practices. Coordinate with internal stakeholders to support program activities and ensure visitor service considerations are addressed.
Requirements
Conditions of Employment Qualification requirements, including one year time-in-grade at the next lower grade level for promotion candidates, must be met within 30 days of the job announcement closing date. See the 'Required Documents' section for additional information. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions on OPM website. Additional Requirements: A Tuesday through Saturday work schedule is required. In addition, this position will require the selectee to work occasional evenings. This position requires standing, walking, and moving throughout museum spaces or outside of the museum for extended periods while supporting program delivery. Some lifting or carrying of educational materials may be required. Physical demands are consistent with those of a museum and office environment. Work is performed primarily in museum spaces, classrooms, and office settings. The environment involves everyday risks typical of public and office environments. Some activities may occur in laboratory or collections areas, requiring adherence to established safety protocols and the use of appropriate protective attire.
Required Documents
Your application package will include the following documents: Resume - Your resume can be uploaded and attached to your application or created using the USA Jobs on-line resume builder. Ensure your resume contains the job title (including the occupational series and grade if it is Federal), job-related qualifications, starting and ending dates (month and year), and hours worked per week, for each employment period. It is your responsibility to ensure all information is submitted. Failure to include this information may result in disqualification for the position. Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience. For assistance with creating a resume, please click USAJOBS Help Center - How do I write a resume for a federal job? Your resume must be no more than two (2) pages and should clearly demonstrate how your experience aligns with the responsibilities and specialized experience required for this position. Do not copy language directly from the vacancy announcement, as you will be deemed ineligible for consideration. Instead, provide detailed, descriptive information about your actual experience. Current and former employees MUST submit a copy of their Standard Form (SF)-50, “Notice of Personnel Action,” that indicates proof of status and time-in-grade eligibility. SI Trust employees are ineligible for Merit Promotion consideration unless you submit a Standard Form (SF) - 50, "Notice of Personnel Action", that indicates proof you previously held a 'status' position and proof of time-in-grade. The SF-50 must include your position title, series, grade, step, salary, type of service (competitive or excepted in block 34), and tenure (1 or 2 in block 24). Please provide a SF-50 that shows the length of time you have been in your current/highest grade level. Examples of appropriate SF50s include: Appointments, Reassignments, Within-grade/range increases or Promotion actions. NOTE: Pay adjustments and award SF-50s do not include the length of time in your current position, therefore, they are NOT acceptable SF-50's on their own. You may need to provide more than one SF-50. Failure to provide the appropriate SF-50(s) may prevent you from receiving consideration for this position. Unofficial school transcripts, if the position has an education requirement or if you are using education to qualify. If selected for the position, you must provide an official transcript before appointment. Proof of U.S. accreditation for foreign study, if applicable. Proof of Veteran's Preference - DD214 (Member 4 Copy) if you are requesting a special appointment authority, such as VRA or VEOA Proof of severe disability if you are requesting special placement consideration. Proof of eligibility for a military spouse appointment, such as a permanent change station military order. Proof of eligibility for any other special appointing authority not specifically mentioned here.
How to Apply
Click on the "Apply Online" button on the upper right side of the page. Please Note: You must apply for this position online through the 'Apply Online' button and submit required supplemental documents (if they are relevant to you). Your resume must be no more than two (2) pages. You may submit required documents by uploading them online during the application process. The complete application package, including any required documents, is due in the Smithsonian Office of Human Resources on the closing date of the announcement by 11:59 PM Eastern Time. If you are unable to apply online, paper applications may be accepted with prior approval of the Contact Person listed below. Additional Information: Tips on applying for Smithsonian jobs are available at www.sihr.si.edu/jobs.cfm. The Smithsonian does not pay relocation expenses but recruitment incentives may be authorized. The Smithsonian Institution is an equal opportunity employer. Additional information can be found on our website at (www.si.edu/oeesd).