Career Opportunities: Manager, Guest and Volunteer Experience (6069)

Requisition ID 6069 - Posted  - Finance & Operations - Museum Operations - Bush Center - Dallas, Texas - Other - George W. Bush Presidential Center

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Organization

The George W. Bush Presidential Museum promotes a greater understanding of the American presidency and examines the consequential times during which President and Mrs. Bush served. The museum offers a moving exhibit on September 11, 2001, a replica Oval Office, and an interactive experience in presidential decision-making. The museum is also host to a variety of special exhibitions that delve deeply into unique topics and provide insights that only a presidential center can offer. Housed within the George W. Bush Presidential Center, the George W. Bush Presidential Museum is a nonpartisan civic institution showcasing the timeless values of freedom, opportunity, accountability, and compassion. Learn more at bushcenter.org.

Essential Responsibilities

Reporting to the Ken Hersh Family Director, George W. Bush Presidential Museum, the Manager, Guest and Volunteer Experience manages the front-line operations of the Bush Museum, including guest services and volunteer services. This position requires the highest levels of customer service, professionalism, and discretion, as it serves as a primary point of contact for guests visiting the Bush Museum.

The specific responsibilities for this position include, but are not limited to:

Guest Services

• Providing leadership and oversight to two full-time Guest Services Supervisors, ensuring consistent delivery of high-quality guest experiences across all guest-facing operations, with a particular focus on customer service excellence, membership sales, and email capture as key performance priorities.
• Setting and communicating performance expectations for the Guest Services team around guest engagement, membership conversion, and email capture rates, and monitoring results against goals.
• Managing Guest Services Supervisors and, through them, the broader Guest Services team — including full-time, part-time, and student worker Guest Services Representatives — with responsibility for hiring, training, performance management, and accountability to goals.
• Overseeing the ticketing system (Shopify) at an operational level, ensuring accuracy, reliability, and appropriate escalation of issues as needed.
• Overseeing cash management, reporting, and audit controls; collaborating with the Finance team to ensure monthly reporting and reconciliations are completed accurately.
• Actively engaging in frontline operations to maintain high-quality customer service and responsiveness to the short and long-term needs of members and guests, including oversight of public-facing email accounts.
• Analyzing data and market trends in museum visits and offering recommendations to improve overall attendance and guest experience.
• Managing the Bush Center’s in-kind donation process.
• Managing relationships with museum partners including Photogenics and CityPass.

Group Sales and Scheduling

• Managing group visit inquiries and reservations, including school field trips, organized group tours, and other scheduled group experiences.
• Coordinating scheduling of the Cabinet Room and The Situation Room for group and educational visits.
• Coordinating with Title I schools on bus reimbursement for school field trips.
• Collaborating with the Manager, Museum Education on the programmatic delivery of field trips and group visits to ensure a seamless guest experience.

Volunteer Services

• Managing the museum’s 200+ volunteer program, including docents and administrative volunteers.
• Developing and maintaining volunteer curriculum modules within the Learning Management System (Lectora) and overseeing the Volunteer Management System (Volgistics).
• Collaborating with the Manager, Museum Education and the Curator, Exhibitions and Collections to ensure docent and volunteer training materials are current, accurate, and effectively delivered.
• Communicating effectively and professionally with all volunteers through email, phone, and in-person interactions.
• Organizing monthly volunteer trainings and other volunteer meetings and classes; periodically attending volunteer shift meetings, including some weekend availability.

Other Museum Responsibilities

• Supporting events led by the Museum team, as well as other Bush Center events and public programs held inside the museum.
• Collaborating with the marketing and communications team to promote the museum in new and inventive ways.
• Supporting the broader work of Museum team members as needed.

Knowledge, Skills, and Abilities

The qualified candidate will possess:

• Bachelor’s degree in a related field required.
• Minimum of four to five years of customer service experience, with at least two years of supervisory experience (whether formal supervisor or volunteer manager); prior guest services or admissions operations experience preferred.
• Proficiency with Microsoft Office and the technical aptitude to learn and administer point-of-sale and ticketing systems; Shopify experience preferred.
• Excellent management, decision-making, organizational, and communication skills.
• Overall strong people skills, given the potential to interact with hundreds of guests, members, and volunteers weekly.
• Ability to work a flexible schedule, including some weekend availability and early or late hours as operational needs require.
• Commitment to the mission, values, and vision of the George W. Bush Presidential Center.

Additionally, the candidate will:

• Demonstrate the ability to thrive in a fast-paced operational environment and exemplify leadership and composure under pressure — with a courteous and professional demeanor.
• Possess strong problem-solving skills and the ability to make and implement decisions quickly and soundly.
• Demonstrate excellent customer service and interpersonal, verbal, and written communication skills in interactions with guests and staff at all levels.
• Bring strong collaboration skills to engage with internal team members and external partners.
• Exemplify a roll-up-your-sleeves, make-it-happen spirit, a collaborative and team-oriented style, and a strong work ethic.
• Demonstrate the ability to work in an entrepreneurial environment, multitask, and manage numerous activities simultaneously.
• Demonstrate discernment related to confidentiality.
• Maintain regular, dependable attendance in the building.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 15 pounds. While performing the duties of this job, the employee is frequently required to stand, walk, and use computer equipment for extended periods.

The George W. Bush Presidential Center is an Equal Opportunity Employer and encourages candidates of all backgrounds to apply for this position.

Position:    Manager, Guest and Volunteer Experience
FLSA Status:   Exempt
Reports to:   The Ken Hersh Family Director, George W. Bush Presidential Museum
Department: Finance and Operations

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