Director of Visitor Services

The National Museum of Toys and Miniatures (T/m) is a Kansas City treasure and a nationally recognized cultural institution. Home to the world’s largest collection of fine-scale miniatures and one of the nation’s largest collections of historically significant antique toys, T/m invites visitors of every age to experience wonder, spark imagination, and connect with history through the art of play.

Founded in 1982 on the beautiful campus of the University of Missouri–Kansas City, T/m has grown to more than 33,000 square feet of exhibit space and a collection of over 100,000 objects. Our mission—to educate, inspire, and delight—drives everything we do, from the galleries we design to the team we build. We are a high-performing, collaborative, and joyful place to work, and we are growing.

Job Description

The Opportunity
T/m is entering an exciting new chapter. With growing attendance, a strengthening earned revenue base, and a leadership team committed to building an institution that matches the quality of its collection, we are ready to make a transformational investment: formal, senior leadership for Visitor Services.
We are looking for a Director of Visitor Services who understands that every visitor encounter is a strategic act. The right candidate will see the front door not as a threshold to manage, but as the beginning of a relationship to build. They will be equally at home setting a membership conversion strategy, coaching a visitor services associate through a difficult guest interaction, curating the store to reflect our current exhibition, and reporting visitor experience data for our board meetings.
This role owns the full arc of the T/m visit: from arrival to departure and what happens after. It is a senior leadership position, a revenue ownership position, and an experience design position, all at once. If you are energized by the intersection of hospitality, strategy, and mission, and you want to help make one of Kansas City’s most beloved institutions even better, we want to meet you.
 
Role Overview
The Director of Visitor Services serves as the senior leader for all visitor-facing operations at T/m. As a core member of the senior leadership team, this individual is responsible for designing and delivering an intentional visitor experience, leading and developing the Visitor Services team, and owning key earned revenue lines including the Museum Store and facility rentals.
This role operates at the intersection of strategic leadership and day-to-day execution, moving fluidly between big-picture vision and ground-level presence. The Director of Visitor Services will champion a culture of warmth, excellence, and genuine hospitality, one that reflects T/m’s identity and deepens the visitor’s connection to the institution. They will also serve as a collaborative institutional partner, working closely with the Executive Director, Development, Learning & Engagement, and Marketing to ensure the visitor experience is woven into every aspect of institutional strategy.
 
Core Responsibilities

Strategic Leadership & Visitor Experience Design

• Develop and lead the long-range strategy for T/m’s visitor experience, aligned with the institution’s strategic plan and the goal of building a visitor-to-member-to-donor pipeline.
• Serve as the institutional voice for the visitor in every planning conversation, ensuring that curatorial, programmatic, marketing, and operational decisions are evaluated through the lens of visitor impact.
• Design the full arc of the T/m visit, arrival, orientation, gallery experience, store, and departure, with intention and consistency.
• Establish and maintain service standards, visitor interaction protocols, and operational procedures that reflect T/m’s values and brand.
• Use visitor data, surveys, and observation to continuously improve the experience and report findings to leadership.
• Serve as a senior member of the leadership team; actively participate in institutional planning, cross-departmental collaboration, and shared responsibility for organizational outcomes.

Team Leadership & Developmental Delegation

• Lead, supervise, and develop the Visitor Services team, including part-time associates and front-of-house staff.
• Build and maintain a staffing model that ensures excellent coverage across open hours, programs, and events, with enough depth to absorb the unexpected.
• Practice intentional developmental delegation: assigning ownership of meaningful work, building team capacity, and coaching toward increasing responsibility.
• Conduct regular one-on-ones, performance check-ins, and annual evaluations; create individualized development plans for each direct report.
• Foster a positive, high-performing team culture grounded in hospitality, accountability, and mutual respect.
• Model T/m’s values in every aspect of leadership: in how you communicate, how you handle challenges, and how you show up for your team.

Museum Store Ownership & Earned Revenue Management

• Own the Museum Store end-to-end: merchandising strategy, vendor relationships, inventory management, buying decisions, and gross profit performance.
• Set annual store revenue and gross profit goals; monitor performance and adjust strategy as needed throughout the year.
• Ensure the store experience is integrated with and reflective of current exhibitions, T/m’s brand, and visitor identity.
• Manage all point-of-sale systems and cash management processes; ensure accurate daily reconciliation and reporting.
• Oversee admission revenue operations, including ticket pricing implementation, front desk procedures, and accurate recordkeeping across all ticketing platforms.
• Track and report earned revenue metrics to the Executive Director and Board with transparency and strategic context.

Membership Conversion & the Visitor Pipeline

• Own the on-site membership conversion experience: ensure every eligible visitor interaction includes a warm, compelling membership invitation.
• Partner with Development to build and execute a visitor-to-member-to-donor pipeline, understanding T/m’s visitors as future donors, not just admissions.
• Use data to track membership attachment rates, conversion trends, and renewal performance; work with Development on strategies to improve each.
• Ensure front-of-house staff are trained, motivated, and equipped to serve as genuine ambassadors for membership.

Events & Rental Operations

• Serve as the operational lead for all T/m facility rentals and private events, in partnership with the Director of Development and Development Associate.
• Own day-of execution for events: staffing, setup, visitor flow, and guest experience from arrival to close.
• Develop and maintain operational protocols for events that ensure a consistent, high-quality experience for rental clients without disrupting regular museum operations.
• Collaborate with Development on event pricing, calendar management, and growth strategy; contribute operational insight to the annual rental ROI analysis.
• Maintain awareness of rental market trends and visitor services best practices in the cultural institution sector.

Operational & Budgetary Oversight

• Create and manage the Visitor Services department operating budget with fiscal responsibility and strategic intent.
• Ensure departmental operations run efficiently, with clear workflows, staff accountability, and on-time delivery.
• Maintain records, reporting, and documentation consistent with institutional requirements and UMKC systems.
• Manage vendor relationships related to visitor services operations, including POS systems, ticketing platforms, and store suppliers.
• Other duties as assigned. 

Minimum Qualifications
A Bachelor’s degree or an equivalent combination of education and experience and at least 5 years of experience from which comparable knowledge and skills can be acquired is necessary.

Preferred Qualifications

• 5–7 years of experience in visitor services, retail management, hospitality, or cultural institution operations, with increasing responsibility.
• At least 2 years of demonstrated experience supervising and developing paid staff.
• Proven experience managing retail operations, including buying, merchandising, inventory management, and margin performance.
• Demonstrated data fluency: comfort setting measurable goals, tracking performance, and using metrics to inform decisions.
• Experience with point-of-sale systems, ticketing platforms, and cash management processes.
• Proven ability to lead cross-functional collaboration and work as part of a senior leadership team.
• Experience with event operations or facility rental management strongly preferred.
• Strong business acumen, including experience managing departmental budgets. 

The Ideal Candidate Brings

• Genuine enthusiasm for T/m’s mission, and a deep belief that the visitor experience is one of the most important things a cultural institution can get right.
• A hospitality mindset paired with strategic instincts: you care about how every guest feels, and you also think in pipelines, conversion rates, and return visits.
• The ability to think strategically and execute tactically, moving seamlessly between vision and ground-level presence.
• Strong communication skills, both written and verbal, with the presence and confidence to represent Visitor Services at the leadership table and in the community.
• High emotional intelligence and the self-awareness to lead with humility, adaptability, and grace.
• A coaching mindset: genuine investment in the development and success of the people you lead.
• Retail fluency: you see a store as a curated experience, not a display case, and you know how to make it perform.
• Professional maturity and a track record of owning outcomes, meeting deadlines, and following through.
• Positivity, creativity, and a readiness to make a real difference at one of Kansas City’s most beloved institutions.