This position is located in the Smithsonian Institution, National Museum of African American History and Culture. The incumbent is responsible for the planning, management and evaluation of the visitor experience, guest services, and volunteer/intern programs and participating in the development of strategic plans designed to develop creative ways to engage all visitors through inclusiveness, accessibility and technology.


    The incumbent is responsible for the planning, management and evaluation of the visitor experience, guest services, and volunteer/intern programs and participating in the development of strategic plans designed to develop creative ways to engage all visitors through inclusiveness, accessibility and technology.

    Analyzes, advises on, and actively participates in the formulation of program goals, policies, and objectives to not only improve, but create new standards for the visitor experience. Develops detailed plans, time tables and reporting systems to ensure the Assistant Director for Visitor and Guest Services has the information required for managerial deliberations that are based on sound analysis and the most complete data available. Documents and evaluates visitor services programs for continuous improvement. Contributes to the strategic planning process. Reviews, analyzes and interprets historical data; industry standards; and new and emerging technologies in order to make significant contributions and recommendations to the Museum's strategic plan that incorporate innovation, technology and accessibility regarding visitor and guest services.

    Keeps abreast of new technologies and creative ways to engage visitors. Works with staff and subject matter experts to develop new, unique and non-traditional programs that are not only accessible but will incorporate special emphasis and allow for learning and participation for all visitors.

    Directly supervises visitor services staff, contractors and volunteers and develops staffing plans to ensure the Visitor Services Unit is staffed on a daily basis in order to provide operations 7 days a week, 364 days a year. Monitors, analyzes and advises on the effectiveness of staffing plans and ensures adequate coverage to meet the needs of the Museum’s visitors, including VIPs.

    Manages financial spending plans, monitors budgets, and develops financial reports on the status of funds. Serves as COTR for assigned contracts, develops statements of work and provides analysis used to determine whether to contract out functions or not. Analyzes financial information in order to deliver the best possible program within budgetary constraints.

    Travel Required

    Occasional travel - Occasional travel may be required to attend conferences and workshops.

    Supervisory status


    Promotion Potential

    13 - This position is at the full performance level.

  • Job family (Series)

    0301 Miscellaneous Administration And Program

  • Requirements


    Conditions of Employment

    • Pass Pre-employment Background Investigation
    • May need to complete a Probationary Period
    • Maintain a Bank Account for Direct Deposit/Electronic Transfer
    • Males born after 12/31/59 must be registered with Selective Service.

    Qualification requirements must be met within 30 days of the job announcement closing date.

    For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on the web at http://www.opm.gov/qualifications.

    Please note: The incumbent of this position may be required to work evenings, weekends and holidays.


    Experience: You qualify for this position if you possess one year of specialized experience equivalent to at least the GS-12 level in the Federal Service or comparable pay band system. For this position Specialized experience is defined as Experience managing the day-to-day visitation program for a large museum or similar cultural institution (including safety, crowd and line management, training and emergency preparedness); developing resource requirements for work plans and budgets; developing plans, procedures and programs in order to engage a diverse population of visitors and guests through inclusiveness, accessibility and technology; and developing tools and processes to evaluate and analyze visitation data and the visitor experience in order to continuously improve operations.

    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.


    Additional information

    Flexible Spending Accounts - https://www.fsafeds.com/
    Health Insurance - http://www.opm.gov/insure/health/index.asp
    Leave - http://www.opm.gov/oca/leave/index.asp
    Life Insurance - http://www.opm.gov/insure/life/index.asp
    Long Term Care Insurance - http://www.ltcfeds.com
    Retirement Program - https://www.opm.gov/retirement-services/

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    Your application will be evaluated first for the basic qualifications described above. The applications that meet the basic qualifications will be evaluated further against the following criteria:

    • Skill in establishing and implementing operations policies, procedures, protocol and technology in order to enhance the visitor experience.
    • Skill in oral communication to provide updates on program operations and services to the public.
    • Skill in written communication in order to write reports, inquiries from the public, develop guest and visitor services procedures, techniques and guidelines.
    • Skill in administrative procedures to include budget and contracting in order to insure the administrative needs of the program are accomplished.
    • Skill in analyzing visitor programs in order to improve operations and enhance the visitor experience.
    • Ability to supervise a diverse staff

    Applicants who meet or exceed minimum qualifications will be assigned to one of three category groups based on job-related criteria: Best Category - Meets the minimum qualification requirements and excels in most of the job related competencies above. Better Category - Meets the minimum qualification requirements and satisfies most of the job related competencies above. Good Category - Meets the minimum qualification requirements, but does not satisfy most of the job related competencies above to a substantive degree. This category rating process does not add veterans' preference points or apply the "rule of three", but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. A selecting official may make selections from the highest quality category (Best Category) provided no preference eligible in that category is passed over to select a non-preference eligible in that category unless the requirements of 5 U.S.C. 3317(b) or 3318(b) are satisfied. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-9 grade level or higher. Applicants who have not submitted a resume in the USAjobs system and/or have not answered all of the vacancy questions will not be considered for this position.

    Important Note:

    Your resume and supporting documentation will be compared to your responses to the occupational questionnaire or other assessment tool for consistency. If a determination is made that you have rated yourself higher than is supported by your resume, you will be assigned a rating commensurate to your described experience. Your resume should provide sufficient information regarding how your education and experience relate to this position, including the major duties and qualifications criteria listed.

    To preview questions please click here .

    Background checks and security clearance

    Security clearance


    Drug test required


  • Required Documents

    Required Documents

    Your application package should 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. If you want to receive full credit for relevant experience your resume MUST contain the job title (including the occupational series and grade if it is Federal), duties, starting and ending dates (month and year), hours worked per week, and salary.

      USAJOBS has guidance on how to ensure that you submit a complete resume: If you have not written a Federal resume before, you may watch this Resume Writing Tutorial video on the USAJOBS YouTube channel , or read through a helpful Resume Writing FAQ article on the USAJOBS Site to learn what details you should, and should not, include in your resume. If any of the above information is not included in your resume we may not be able to fully credit you for your experience.

    • Proof of Veteran's Preference - DD214 (Member 4 Copy), if you are a veteran. Additionally, applicants claiming 10-point preference must complete Standard Form (SF) 15, Application for 10-Point Veteran Preference, as well as additional documentation required by the SF-15, such as a VA letter.
    • 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.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

  • Benefits


    The Smithsonian offers a comprehensive benefits package that includes, in part, vacation and sick leave, holidays, health/life insurance, accident insurance, and excellent retirement program options.

    Please see Benefits at https://www.si.edu/OHR/benefits for a complete description.

about 1 month ago - source

No longer accepting applications.

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