Director of Visitor Experience

We are the nation's art museum, home to a renowned collection of over 160,000 works of art from antiquity to today. Millions of people come through our doors each year—with even more online—making us one of the most visited art museums in the world. Located on the National Mall, admission to the West and East Buildings, Sculpture Garden, special exhibitions, and public programs is always free.

The National Gallery of Art serves the nation by welcoming all people to explore and experience art, creativity, and our shared humanity. The National Gallery develops the understanding of art through collecting and exhibiting in ways that reflect our nation and its histories; preserving our collections for future generations; and delivering compelling public programs and events, engaging digital experiences and groundbreaking scholarship. This position is a critical, front-facing position tasked with leading and inspiring a diverse team of at least 35 staff and 250 volunteers in the delivery of first-in-class visitor services across the National Gallery's 25-acre campus. Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution that welcomes up to four (4) million visitors annually. The Director navigates a complex and often high-profile calendar of daily operations, public programs, special events, and official visits while ensuring that hospitality, service quality, safety, accessibility, and operational readiness remain central to decision-making. Duties for this position include Direct visitor operations across onsite, telephone, email, and digital channels, including accessibility services, ticketing and registration, contact center services, and operational support for membership and public programs. Coordinate with institutional partners to improve service consistency, operational readiness, and accessibility. Translate visitor feedback and audience research into operating changes, training, and measurable improvements; guide cross-departmental initiatives through implementation and handoff. Oversee budgets; manage purchases and contracts and adjust resources to changing priorities. Develop workforce models, succession plans, and talent strategies that align staffing resources with institutional goals.

Qualification requirements must be met by the closing date of the announcement. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on OPM Website. It is your responsibility to ensure that you submit appropriate documentation prior to the closing date. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant experience as it relates to this job announcement. Be clear and specific when describing your work history since human resources cannot make assumptions regarding your experience. 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.

This position does not have an education requirement.