Visitor Experience Lead

Job DetailsJob Location: OCAC - Oklahoma City, OK 73103Position Type: Part TimeVisitor Experience Lead Department: Operations Reports To: Visitor Experience Manager Classification: Part-Time / Hourly Compensation: $16.00 per hour Position Summary The Visitor Experience Lead supports the daily operations of Oklahoma Contemporary’s Visitor Experience department and helps ensure that every visitor receives a welcoming, informed and professional experience. Working closely with the Visitor Experience Manager, the Lead provides on-floor leadership to Visitor Experience staff, supports front desk and gallery operations, assists with events and programs, and serves as a primary point of contact when the Visitor Experience Manager is unavailable. This position is ideal for an experienced Visitor Experience team member who demonstrates strong judgment, reliability, communication skills and a commitment to excellent customer service. The Visitor Experience Lead is expected to model departmental standards while helping the team respond effectively to day-to-day operational needs. QualificationsEssential Duties and Responsibilities Visitor Experience & Customer Service Provide a warm, professional and welcoming experience for all visitors, members, students, artists and guests. Maintain a strong working knowledge of current exhibitions, programs, classes, memberships and organizational activities. Assist visitors with general information, wayfinding, ticketing, memberships, class registration and other front desk needs. Respond professionally to visitor questions, concerns and service issues and escalate matters when appropriate. Help ensure public-facing spaces remain organized, welcoming and visitor-ready throughout the day. Team Leadership Serve as the on-site point person for Visitor Experience staff during assigned shifts when the Visitor Experience Manager is unavailable. Provide guidance and support to Visitor Experience Associates regarding daily responsibilities, visitor interactions and established procedures. Help coordinate staff breaks, desk coverage, gallery coverage and other assignments during shifts. Reinforce departmental expectations related to attendance, professionalism, dress code, customer service and workplace conduct. Assist with training and onboarding new Visitor Experience employees. Communicate operational concerns, employee issues or unusual incidents to the Visitor Experience Manager or appropriate supervisor. Support a collaborative environment and model respectful, solution-oriented communication. Daily Operations Assist with opening and closing procedures for the facility and Visitor Experience areas. Ensure front desk materials, radios, keys, supplies and other operational resources are available and accounted for. Monitor public areas throughout the shift and communicate maintenance, housekeeping, security or safety concerns to the appropriate department. Help maintain merchandise displays and replenish retail inventory as needed. Assist with basic cash-handling and point-of-sale procedures in accordance with organizational policies. Complete required shift documentation and communicate important information to the next shift or department leadership. Help ensure established opening, mid-day and closing checklists are completed. Programs, Events & Facility Support Provide Visitor Experience coverage for exhibitions, public programs, performances, classes, special events and rentals as assigned. Assist with visitor flow, check-in, ticket scanning, seating, wayfinding and crowd management. Coordinate with Security, Operations, Education, Development, Production and other departments when necessary. Help communicate schedule changes, facility issues or other information affecting Visitor Experience operations. Support evening and weekend programs as required. Safety & Security Follow established emergency, evacuation, incident-reporting and safety procedures. Maintain awareness of activity throughout public areas and promptly communicate security or safety concerns. Assist visitors and staff during emergency situations in accordance with established procedures. Complete incident documentation when necessary and notify appropriate leadership. Qualifications Previous customer service, hospitality, museum, cultural organization, retail or similar public-facing experience preferred. Previous experience with Oklahoma Contemporary’s Visitor Experience operations strongly preferred for internal candidates. Demonstrated reliability, professionalism and sound judgment. Strong interpersonal and verbal communication skills. Ability to provide direction to peers respectfully and professionally. Ability to resolve routine visitor and operational concerns independently while recognizing when management involvement is appropriate. Strong organizational skills and attention to detail. Comfortable learning ticketing, point-of-sale, membership and other organizational software. Ability to work effectively with visitors and colleagues from a wide range of backgrounds. Interest in contemporary art, education, museums or cultural organizations preferred. Physical and Scheduling Requirements Ability to remain standing or walking for extended periods during assigned shifts. Ability to move throughout galleries, classrooms, event spaces and other areas of the facility. Ability to occasionally lift and move materials associated with normal Visitor Experience operations. Must be able to work a flexible schedule that may include daytime, evening and weekend shifts based on organizational programming and operational needs. Leadership Scope The Visitor Experience Lead provides shift-level guidance and operational support but is not responsible for formal employee discipline, performance evaluations, hiring or termination decisions unless specifically delegated by management. The position should bring routine concerns to the Visitor Experience Manager while exercising appropriate judgment to address immediate visitor service and operational needs. Core Competencies Customer Service Reliability and Accountability Professional Communication Leadership and Initiative Teamwork and Collaboration Problem Solving Situational Awareness Adaptability Attention to Detail Commitment to Oklahoma Contemporary’s mission and visitor experience     Oklahoma Contemporary is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, different abilities, gender identity or veteran status.   About Oklahoma Contemporary Oklahoma Contemporary is an inclusive center for the arts where people of all ages and backgrounds can experience art, encounter new ideas, and ignite their creative potential. Through visual art exhibitions, performances, public programs, community-building initiatives, outdoor installations, and special events, Oklahoma Contemporary creates opportunities for everyone to come together in celebration of contemporary culture and artistic expression. With year-round classes and seasonal youth camps across multiple disciplines, the arts center’s education programs encourage youth and adults to express their ideas across a variety of media and learn new skills. Oklahoma Contemporary believes that art is for everyone and places accessibility and education at the center of all programming. Admission to exhibitions is always free. Oklahoma Contemporary is a regional 501(c)3 nonprofit organization founded in 1989 by businessman and philanthropist Christian Keesee and Kirkpatrick Foundation Director Marilyn Myers.  Inclusion Oklahoma Contemporary strives to demonstrate leadership by modeling excellence and best practices for inclusion, diversity, equity, and accessibility. We believe in the power of human creativity and value the opportunities for connection and learning that exist when cultures and communities come together in collaboration and understanding. We commit to championing policies and practices that value diversity, foster cultural equity, and create an accessible and inclusive environment. Oklahoma Contemporary does not discriminate based on race/ethnicity, age, disability, sexual orientation, gender, gender identity, socioeconomic status, geography, citizenship status, or religion. We recognize our strengths lie in the broad range of people who contribute their time and talents to our mission and are dedicated to creating a safe, inclusive place for them to explore creativity.