Summary Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution which welcomes up to four (4) million visitors annually. The role also adeptly navigates a complex and often high-profile calendar of programming, events and special visits/visitors to ensure efficiency in daily operations that aspire towards excellence. Responsibilities As the Director of Visitor Experience Operations, you will: Serves as a senior line manager. Supervises subordinate leaders overseeing a large and diverse team of front-facing staff members comprising federal staff and volunteers. Lead a department of at least 35 staff and 250 volunteers (with at least four direct reports) who are directly responsible for front-of-house visitor operations seven days a week, 363 days a year. Direct and oversee fair and equitable hiring practices for all departmental roles, as well as manage the hiring, promotion and performance management of at least four direct reports. Collaborates with the Evaluation and Insights team to train Visitor Experience representatives in evaluation, ensure timely surveying and data entry and incorporates customer service feedback into the National Gallery’s insights program. Fosters relationships with stakeholders in communications, education, development, special events and other departments to coordinate programming support, visitor communications and improvements to the onsite visitor experience. Oversees the visitor experience operations budgets and coordinates with Chief Experience Officer on major purchases, contracts, salaries and other funding. Oversees the budget process including all formulation, justification, allocation, execution, monitoring and reporting activities. Manages all departmental purchases in collaboration with direct reports. Develops budget justification and metrics that align financial resources to strategic objectives and priorities. Requirements Conditions of Employment You must be a United States Citizen. This employer participates in the e-Verify program. Males must abide by Selective Service registration requirements. See "Other Information" section regarding Selective Service requirements. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. 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). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. Qualifications Candidates must meet the Qualification Standards Handbook requirements for the GS-0301-14/15. GS-14 Specialized Experience Statement: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-13 level in the Federal service or private sector, designing and carrying out customer satisfaction activities for an organization that experiences high volumes of daily/annual attendance. GS-15 Specialized Experience Statement: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-14 level in the Federal service or private sector, supervising an entire department for an organization that experiences high volumes of daily/annual attendance. Other Relevant Eligibility Criteria: Must be able to work weekends and overtime. Your application and resume must demonstrate that you possess the following knowledge, skills and abilities (KSAs). Do not provide a separate narrative written statement. Rather, you must show in your résumé how your past work experience demonstrates that you possess the KSAs identified below. If asked to do so, cite specific examples of employment or experience contained in your resume and describe how this experience has prepared you to successfully perform the duties of this position. DO NOT write "see resume" in your application! Those applicants who meet the minimum qualification requirements will be evaluated against these factors to determine the best-qualified candidates. Supervision – Ability to lead a team, review employee performance and train new members. Collaboration – Skill in communicating with leadership, stake holders, and subordinates. Budgeting – Knowledge of how to spend and operate a budget. Note: Applicants who are referred to the hiring office for selection consideration may be required to submit writing and/or work samples as part of the interview/selection process. If the hiring office decides to request a writing and/or work sample as part of its selection process, the vacancy contact will reach out to you by email to: (1) inform you of this requirement; and (2) provide further instructions. "Experience" refers to paid and unpaid experience. Examples of qualifying unpaid experience may include: volunteer work done through National Service programs (such as Peace Corps and AmeriCorps); as well as work for other community-based philanthropic and social organizations. 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. Time-in-Grade: Current Federal employees must meet time-in-grade requirements by the closing date of this announcement to receive consideration under merit promotion procedures. CTAP/ICTAP candidates: To be considered "well qualified" you must meet all of the requirements as described in this section. You must meet all qualifications and eligibility requirements by the closing date of this announcement. Education Although this position does not have a positive education requirement, you may submit copies of your transcripts or a course listing. You must provide documentation supporting your education claims. Education must be obtained from an accredited institution recognized by the U.S. Department of Education. Foreign education must be reviewed by an organization recognized by the U.S. Department of Education. For special instructions pertaining to foreign education and a list of organizations that can evaluate foreign education, see the Department of Education website. Additional Information • The National Gallery of Art fosters a diverse and inclusive workplace and is an Equal Opportunity Employer. • More than one selection may be made from this vacancy announcement. • Some positions may require completion of a probationary period of up to 1 (one) year. • AN EXTERNAL SELECTED CANDIDATE MUST BE FINGERPRINTED AND RECEIVE A BACKGROUND INVESTIGATION, RESULTING IN A SATISFACTORY SUITABILITY DETERMINATION BEFORE BEING HIRED FOR THIS POSITION. • All males born after December 31st 1959 must abide by laws regarding Selective Service registration. To learn more about this law, visit the Selective Service web page, Who Must Register. If you are not registered and don't have an approved exemption, you will not be eligible for employment with the Federal government. EEO Policy: https://help.usajobs.gov/index.php/EEO_Policy_Statement Reasonable Accommodation Policy: https://help.usajobs.gov/index.php/Reasonable_Accommodation_Policy_Statement Veterans Information: https://help.usajobs.gov/index.php/Veterans_Information Selective Service Registration: http://www.sss.gov/