What are the responsibilities and job description for the Manager, Guest Services & Box Office position at The Nelson-Atkins Museum of Art?
Location: Kansas City, MO
Reports To: Director, Earned Income & Guest Services
Starting Salary Range: $53,766 to $60, 533
What You’ll Do
The Nelson-Atkins Museum of Art seeks a strategic, service-driven leader to serve as Manager, Guest Services & Box Office, a critical role at the intersection of guest services, CRM strategy, and ticketing operations. This position oversees daily operations and long-term planning for the museum’s information desk and ticketing services while stewarding system standards and training across our Tessitura CRM platform.
As the first point of contact for hundreds of thousands of annual visitors, you’ll lead a high-performing team to deliver seamless, inclusive, and welcoming guest experiences. You’ll also develop and manage standard operating procedures (SOPs), optimize ticketing workflows, and partner cross-departmentally to ensure accurate data, smooth sales execution, and alignment with museum-wide initiatives.
Key Responsibilities
At the Nelson-Atkins, your work helps connect people with art in meaningful ways. You’ll be part of a supportive, inclusive culture that values innovation and guest engagement—and you’ll help shape how thousands of visitors experience the museum each year.
We offer a collaborative environment, comprehensive benefits, and a mission that makes a real impact.
Benefits Include:
The Nelson-Atkins Museum of Art is an Equal Opportunity Employer. We embrace a diverse and inclusive work environment and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by law.
For individuals with disabilities who would like to request an accommodation, please contact the People and Culture Department.
The Nelson-Atkins Museum of Art conducts pre-employment background checks as part of our selection process.
Salary information is a general guideline only. The Museum considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.
Reports To: Director, Earned Income & Guest Services
Starting Salary Range: $53,766 to $60, 533
What You’ll Do
The Nelson-Atkins Museum of Art seeks a strategic, service-driven leader to serve as Manager, Guest Services & Box Office, a critical role at the intersection of guest services, CRM strategy, and ticketing operations. This position oversees daily operations and long-term planning for the museum’s information desk and ticketing services while stewarding system standards and training across our Tessitura CRM platform.
As the first point of contact for hundreds of thousands of annual visitors, you’ll lead a high-performing team to deliver seamless, inclusive, and welcoming guest experiences. You’ll also develop and manage standard operating procedures (SOPs), optimize ticketing workflows, and partner cross-departmentally to ensure accurate data, smooth sales execution, and alignment with museum-wide initiatives.
Key Responsibilities
- Oversee scheduling, supervision, and performance of information desk and box office staff.
- Develop, implement, and maintain SOPs for guest services operations, ticketing, and Tessitura usage.
- Serve as departmental lead for Tessitura, ensuring system best practices, user protocols, and data integrity.
- Partner with Development, IT, and Education to align ticketing, membership, and CRM strategies.
- Deliver training and coaching in Tessitura and service standards in partnership with the Supervisor, Guest Services.
- Monitor visitor feedback, drive service enhancements, and support accessibility and inclusion goals.
- Produce accurate daily reconciliations, reports, and performance dashboards.
- Bachelor’s degree in hospitality, business, arts administration, or related field (or equivalent experience).
- 3–5 years of progressive experience in guest services, ticketing, or CRM operations, with prior supervisory responsibility.
- Strong command of Tessitura or similar CRM/ticketing platforms, including system administration or standards oversight.
- Experience developing or managing SOPs, workflows, or training programs for frontline teams.
- Excellent communication, time management, and interpersonal skills.
- Flexibility to work evenings, weekends, and peak museum hours as needed.
At the Nelson-Atkins, your work helps connect people with art in meaningful ways. You’ll be part of a supportive, inclusive culture that values innovation and guest engagement—and you’ll help shape how thousands of visitors experience the museum each year.
We offer a collaborative environment, comprehensive benefits, and a mission that makes a real impact.
Benefits Include:
- Medical, dental, and vision insurance options
- 403(b) retirement plan with generous employer match and contributions
- Generous Paid Time Off including 10 paid holidays
- Onsite Wellness Center with yoga, massage chairs, and flu shots
- Free parking, staff discounts, and museum perks
- Employee Assistance Program (EAP) for mental health, financial, and legal resources
- Life and disability insurance
The Nelson-Atkins Museum of Art is an Equal Opportunity Employer. We embrace a diverse and inclusive work environment and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other status protected by law.
For individuals with disabilities who would like to request an accommodation, please contact the People and Culture Department.
The Nelson-Atkins Museum of Art conducts pre-employment background checks as part of our selection process.
Salary information is a general guideline only. The Museum considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.
Salary : $53,766 - $60,000
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