Manager, Guest Services & Box Office

Manager, Guest Services & Box Office

Organization: The Nelson-Atkins Museum of Art
Location: Kansas City, MO
Category: Visitor Experience / Operations / Ticketing
Job Type: Full-Time, Exempt
Starting Salary Range: $53,766 to $60,533 annually (commensurate with experience)

Apply here: https://www.nelson-atkins.org/about/careers-internships/?gnk=apply&gni=8a7885ac96d0a1a001973286680f6a25&gns=NP+Connect

About the Role

The Nelson-Atkins Museum of Art is seeking a dynamic, service-minded Manager, Guest Services & Box Office to lead a team dedicated to creating exceptional, inclusive experiences for every visitor. This leadership role oversees daily operations at the museum’s front desks and box office, integrating ticketing, CRM, and visitor services into a cohesive and guest-focused strategy.

This role will shape frontline operations, supervise a team of full-time and part-time staff, and ensure excellence in customer service, ticketing processes, staff scheduling, training, and earned revenue support. A strong candidate brings a passion for hospitality, operational efficiency, and team leadership in a fast-paced public environment.

Key Responsibilities

• Lead and manage a cross-functional team across the Information Desk, Box Office, and Visitor Services.

• Oversee daily ticketing operations and CRM workflows; partner closely with IT, Development, and Marketing to support membership sales and data integrity.

• Implement and refine Standard Operating Procedures (SOPs) for staffing, service protocols, and revenue processing.

• Develop training programs and coaching frameworks to promote a service excellence culture.

• Monitor visitor flow and ensure appropriate coverage for general admission, timed-entry exhibitions, and events.

• Support implementation and success of new CRM and ticketing technology platforms.

• Collaborate with other departments on guest experience initiatives, accessibility, and emergency procedures.

• Analyze visitor feedback and revenue data to inform operational and staffing decisions.

Qualifications

• Bachelor’s degree in hospitality, business, nonprofit management, arts administration, or related field.

• 5+ years of progressive experience in guest services, box office, or visitor operations—preferably in a museum, arts, or cultural institution.

• Experience managing frontline teams and supervisory staff, including hiring, training, performance management, and coaching.

• Familiarity with CRM systems, ticketing platforms, and sales operations (experience with Altru, Tessitura, or Salesforce a plus).

• Exceptional interpersonal and communication skills; able to lead by example and model a welcoming, inclusive guest experience.

• Comfortable with a flexible schedule including weekends, holidays, and some evenings.

Compensation and Benefits

Annual Starting Salary Range: $$53,766 to $67,259
This exempt, full-time role includes a robust benefits package: medical, dental, and vision coverage; generous PTO and holidays; a 403(b) retirement plan with 50% match; wellness center and professional development support.

About Us

The Nelson-Atkins Museum of Art is one of the nation's premier arts institutions, with a mission to serve as a vital cultural resource for Kansas City and beyond. We are committed to excellence, inclusion, and innovation, welcoming hundreds of thousands of visitors each year through exhibitions, performances, and educational programs.

EEO & Accessibility Statement:

The Nelson-Atkins Museum of Art is an equal opportunity employer committed to fostering a diverse, inclusive, and equitable workplace. We value a wide range of experiences and perspectives and believe that diversity strengthens our institution and enhances our ability to serve our community.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.

If you require a reasonable accommodation to participate in the application or interview process, please contact People & Culture at people&culture@nelson-atkins.org.