The Metropolitan Museum of Art
Location
New York, NY | United States
Job description
About the Metropolitan Museum of Art
The Met presents over 5,000 years of art from around the world for everyone to experience and enjoy. The Museum lives in two iconic sites in New York City—The Met Fifth Avenue and The Met Cloisters. Millions of people also take part in The Met experience online.
Since its founding in 1870, The Met has always aspired to be more than a treasury of rare and beautiful objects. We are committed to fostering a collaborative and respectful work environment with a staff as diverse as the audiences we engage. Our staff members are art lovers who are passionate about working toward a common goal: creating the most dynamic and inspiring art museum in the world.
At The Met, every staff member – from security officers to researchers to scientists and beyond – lives by our core values of respect, inclusivity, collaboration, excellence, and integrity.
Respect: Engage one another with collegiality, empathy, and kindness, always.
Inclusivity: Ensure that all are and feel welcome and valued.
Collaboration: Reach across boundaries to exchange ideas and work together toward our shared mission.
Excellence: Lead the cultural world in quality and expertise—and inspire curiosity and creativity.
Integrity: Hold ourselves to the highest moral standards, admit when we fall short, and then evolve.
ABOUT THE DEPARTMENT:
The Visitor Experience (VX) department welcomes and serves the 4+ million visitors that come to the Met each year and is responsible for Museum operations related to admissions, ticketing, membership and group sales, wayfinding, and queue management. Our diverse and talented team of over 100 staff and 300 volunteers greets visitors and sells tickets on the frontline, books group visits, answers the operator phone line, responds to visitor emails, and manages the Box Office for special ticketed events.
We regularly partner with our colleagues across the Museum to provide a welcoming and inclusive experience for our Members and visitors by providing world-class customer service for our diverse audiences.
We are located at the main building, Met Fifth Avenue, and the Met Cloisters in Fort Tryon Park and manage the following core areas:
Front-of-house operations (ticketing, greeting, wayfinding, line facilitation, and exhibition and event support)
Back-of-house operations (advance ticketing and group sales, box office sales, customer service channels, and systems and technology management)
Administration, finance, and project management support
Our priority is to ensure that our visitors have the best possible experience, whether they are interacting with us in-person, on the phone, or via email.
GENERAL STATEMENT OF RESPONSIBILITIES & DUTIES:
You oversee the Groups Team to ensure a consistent and excellent experience for visitors who come to the Museum as part of a group, group booking process and workflow, and also act as main liaison with our Education, Membership, and Visitor Experience teams to communicate system workflows and procedures. You work closely with the frontline team to ensure staff are trained and informed about the group reservation process. You are responsible for the financial reconciliation and accurate capturing of data, and act as point-of-contact for group-related systems configuration, ensuring consistency across our two locations (Met 5th Avenue and Met Cloisters).
PRIMARY RESPONSIBILITIES & DUTIES:
Manage web products and act as main point of contact for Group Form maintenance, bugs and resolution. Maintain and update web pages and form as needed.
Oversee payment processing, the monthly invoicing process, refunds, and bad debt for group visits within Tessitura, the Museum’s ticketing CRM.
Work closely with the Manager of Administration and Reporting within Visitor Experience to ensure accurate reconciliation procedures and balancing of ledger accounts.
Responsible for group-related systems configuration within Tessitura for the Visitor Experience Department, including creation and upkeep of performances, events, price types, ticket designs, etc.
Take a leadership role within the Visitor Experience Department, leading group services projects, identifying and reporting on group booking trends, tour activity, and exhibitions. Hire and train Coordinators and Operations Assistants, performance-managing when necessary.
Maintain close and collaborative working relationships with the other teams within the Visitor Experience and Education departments. Communicate all systems and workflow updates. Provide support by trouble-shooting technology issues related to group and visitor workflows.
Run/compile reports out of Tessitura, T-Stats, Artifax, and Jira as needed.
Act as main point of contact for group-related customer service, monitoring and escalating group fraud activity, maintaining good working relationships with third-party group clients, and triaging and assisting frontline with escalated customer service issues.
EDUCATION & EXPERIENCE:
3-5 years of experience with ticketing systems and constituent databases such as Tessitura.
Experience in a strong customer-focused environment.
Proficiency with Microsoft Office Suite and using a project management tool such as JIRA, Trello, Microsoft Project.
COMPENSATION RANGE:
Pay Range : $80,000 - $90,000 / Annually
The advertised pay scale reflects the good faith minimum and maximum salary range for this role. The advertised pay scale is not a promise of a particular wage for any specific employee. The specific compensation offered to a candidate may be dependent on a variety of factors including, but not limited to, the candidate’s experience, education, special licensing or qualifications, and other factors.
Location Requirements
At time of employment, employees are expected to be located within commuting distance of the Museum. “Commuting distance” means that they are located in one of following states: New York, New Jersey, Connecticut, or Pennsylvania (the “Tri-state and PA” areas), and be able to commute to and from the Museum in a single day.
Benefits Offerings
The Museum provides competitive compensation, and generous benefits and perks for all eligible employees. Note: Benefits Offering may differ based on Employee Status.
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If much of this job description describes you, then please apply for this role.
The Met is committed to the full inclusion of all qualified individuals. As part of this commitment, The Met will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed in this process, please contact
.The Metropolitan Museum of Art provides equal opportunity to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, national origin, ancestry, age, mental or physical disability, pregnancy, alienage or citizenship status, marital status or domestic partner status, genetic information, genetic predisposition or carrier status, gender identity, HIV status, military status and any other category protected by law in all employment decisions, including but not limited to recruitment, hiring, compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, lay-off and termination, and all other terms and conditions of employment.
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