Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution which welcomes up to four (4) million visitors annually. The role also adeptly navigates a complex and often high-profile calendar of programming, events and special visits/visitors to ensure efficiency in daily operations that aspire towards excellence.
Summary
Reporting to the Deputy Chief Experience Officer, the incumbent serves as a key leader within an institution which welcomes up to four (4) million visitors annually. The role also adeptly navigates a complex and often high-profile calendar of programming, events and special visits/visitors to ensure efficiency in daily operations that aspire towards excellence.
As the Director of Visitor Experience Operations, you will:
Serves as a senior line manager. Supervises subordinate leaders overseeing a large and diverse team of front-facing staff members comprising federal staff and volunteers. Lead a department of at least 35 staff and 250 volunteers (with at least four direct reports) who are directly responsible for front-of-house visitor operations seven days a week, 363 days a year. Direct and oversee fair and equitable hiring practices for all departmental roles, as well as manage the hiring, promotion and performance management of at least four direct reports.
Collaborates with the Evaluation and Insights team to train Visitor Experience representatives in evaluation, ensure timely surveying and data entry and incorporates customer service feedback into the National Gallery’s insights program. Fosters relationships with stakeholders in communications, education, development, special events and other departments to coordinate programming support, visitor communications and improvements to the onsite visitor experience.
Oversees the visitor experience operations budgets and coordinates with Chief Experience Officer on major purchases, contracts, salaries and other funding. Oversees the budget process including all formulation, justification, allocation, execution, monitoring and reporting activities. Manages all departmental purchases in collaboration with direct reports. Develops budget justification and metrics that align financial resources to strategic objectives and priorities.
This employer participates in the e-Verify program.
Males must abide by Selective Service registration requirements.
Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. 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.
GS-14 Specialized Experience Statement: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-13 level in the Federal service or private sector, designing and carrying out customer satisfaction activities for an organization that experiences high volumes of daily/annual attendance.
GS-15 Specialized Experience Statement: For this position, specialized experience is at least one year of experience, equivalent in responsibility to the GS-14 level in the Federal service or private sector, supervising an entire department for an organization that experiences high volumes of daily/annual attendance.
Other Relevant Eligibility Criteria: Must be able to work weekends and overtime.
Your application and resume must demonstrate that you possess the following knowledge, skills and abilities (KSAs). Do not provide a separate narrative written statement. Rather, you must show in your résumé how your past work experience demonstrates that you possess the KSAs identified below. If asked to do so, cite specific examples of employment or experience contained in your resume and describe how this experience has prepared you to successfully perform the duties of this position. DO NOT write "see resume" in your application!
Those applicants who meet the minimum qualification requirements will be evaluated against these factors to determine the best-qualified candidates.
Supervision – Ability to lead a team, review employee performance and train new members.
Collaboration – Skill in communicating with leadership, stake holders, and subordinates.
Budgeting – Knowledge of how to spend and operate a budget.
Note: Applicants who are referred to the hiring office for selection consideration may be required to submit writing and/or work samples as part of the interview/selection process. If the hiring office decides to request a writing and/or work sample as part of its selection process, the vacancy contact will reach out to you by email to: (1) inform you of this requirement; and (2) provide further instructions.
"Experience" refers to paid and unpaid experience. Examples of qualifying unpaid experience may include: volunteer work done through National Service programs (such as Peace Corps and AmeriCorps); as well as work for other community-based philanthropic and social organizations. Volunteer work helps build critical competencies, knowledge, and skills; and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Time-in-Grade: Current Federal employees must meet time-in-grade requirements by the closing date of this announcement to receive consideration under merit promotion procedures.
CTAP/ICTAP candidates: To be considered "well qualified" you must meet all of the requirements as described in this section.
You must meet all qualifications and eligibility requirements by the closing date of this announcement.
Education
Although this position does not have a positive education requirement, you may submit copies of your transcripts or a course listing. You must provide documentation supporting your education claims.
Education must be obtained from an accredited institution recognized by the U.S. Department of Education.
Foreign education must be reviewed by an organization recognized by the U.S. Department of Education. For special instructions pertaining to foreign education and a list of organizations that can evaluate foreign education, see the Department of Education website.
Additional information
• The National Gallery of Art fosters a diverse and inclusive workplace and is an Equal Opportunity Employer.
• More than one selection may be made from this vacancy announcement.
• Some positions may require completion of a probationary period of up to 1 (one) year.
• AN EXTERNAL SELECTED CANDIDATE MUST BE FINGERPRINTED AND RECEIVE A BACKGROUND INVESTIGATION, RESULTING IN A SATISFACTORY SUITABILITY DETERMINATION BEFORE BEING HIRED FOR THIS POSITION.
• All males born after December 31st 1959 must abide by laws regarding Selective Service registration. To learn more about this law, visit the Selective Service web page, Who Must Register. If you are not registered and don't have an approved exemption, you will not be eligible for employment with the Federal government.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application will be evaluated and rated under the Category Rating and Selection procedures. The quality categories are defined as "Best Qualified", "Well Qualified", and "Qualified".
Based on your responses to the job-specific self-assessment questions, eligible candidates are placed for selection consideration into one of three pre-defined quality categories as described below:
Best Qualified Category - In addition to meeting minimum qualifications for the position, candidates must fully demonstrate proficiency in all major aspects of the position.
Well Qualified Category - In addition to meeting minimum qualifications, candidates must demonstrate proficiency in some, but not all of the major aspects of the position.
Qualified Category - In addition to meeting minimum qualifications, applicants must demonstrate a basic level of knowledge, skill and ability of the position.
If you are eligible for career transition assistance plans such as ICTAP or CTAP, you must meet the definition of "well qualified" which is defined as having a score of 85 or better.
Application of Veterans Preference: The Category Rating Method does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each pre-defined quality category. Preference eligibles who meet minimum qualification requirements and who have a compensable service-connected disability of at least 10 percent (i.e., CPS and CP) must be listed in the highest quality category, except when the position being filled is scientific or professional at the GS-09 grade level or higher.
If your resume is incomplete or does not support the responses you provided in your online questionnaire, or if you fail to submit all required documentation before the vacancy closes, you may be rated 'ineligible', 'not qualified', or your score may be adjusted accordingly.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Please carefully review the following list to determine what documentation you need to submit.
Some documents may not apply to all applicants. If you are unsure, click the link for each document type to read more.
ALL APPLICANTS: You must submit a resume supporting your specialized experience and responses to the online questionnaire.
Your resume should list all work experience (paid and unpaid); you should list the full name and address of the each employer.
Your experience listing should show the start and end dates (include month, day, and year); you must also list the average number of hours per week that you worked.
Your resume should also include any education and training you have completed (list the program title, subject area, number of hours completed, and completion date).
For more information about what to include in your resume, please view this USAJOBS Resume Tutorial video on YouTube.
It is important that your resume is complete and thorough. If any of the above information is not included in your resume, we may not be able to fully credit you for your experience.
If specific educational requirements are indicated for this vacancy:Documentation verifying your educational claims which can include unofficial transcripts or any report listing institution, course title, credits earned and final grade. Please see the Education section for more information.
Current and former Federal employees: Most recent SF-50 (Standard Form 50 - Notice of Personnel Action).
To properly verify status eligibility, your SF-50 must show the following. If you do not submit an appropriate SF-50, we cannot verify your status eligibility!
Full position title;
appointment type;
occupational series;
pay plan, grade, and step;
tenure code; and
service computation date (SCD).
Displaced Federal employees: To be considered CTAP/ICTAP eligible, you must submit documentation verifying your involuntary separation and CTAP/ICTAP status. Please see the OPM Guide to Career Transition for more information.
Persons with Disabilities: Individuals with intellectual disabilities, severe physical disabilities, or psychiatric disabilities may apply for appointment through the Schedule A hiring authority. Certified verification of a disability from a licensed medical professional; a licensed vocational rehabilitation specialist; or any Federal, state, or District of Columbia agency or U.S. territory that issues or provides disability benefits is required.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Click on the "Apply Online" button on the upper right side of the page.
You must have a USAJOBS account and be logged in.
You must have a completed resume. (You may use the Resume Builder in USAJOBS)
You must respond to all applicant assessment questions, carefully following all instructions provided.
You will be able to upload additional supporting documentation, which may include, but not limited to transcripts, notification of personnel actions (SF-50), certifications and verification of veterans status (SF-15, DD-214)
The complete application package, including any additional supporting documents required for this position is due in the National Gallery of Art Personnel Office on the closing date of the announcement by 11:59 PM Eastern Daylight Saving Time.
NOTE: Applicants who cannot apply on-line must request a hard copy application packet from the Agency Contact listed in the vacancy announcement. Resumes and/or supporting documentation alone will not be considered without the inclusion of a hard copy application packet. The complete package is due no later than 5:30 PM Eastern Daylight Saving Time on the closing date of this announcement.
The National Gallery of Art receives many applications for each job. Each application is reviewed carefully which may take a few weeks. You may also check your application status by logging into www.usajobs.gov and selecting the tab "My USAJOBS.
National Gallery of Art
4th and Constitution Avenue NW,
Washington, District of Columbia 20565
United States
Next steps
After each step in the recruitment process, your status will be updated in our application tracking system. Once this happens, if you have elected to receive e-mail updates, you will be notified through your USAJOBS registered e-mail address. If you have not elected e-mail updates, you can review your current application status in USAJOBS at any time. Please check that your USAJOBS profile contact information is current and correct each time you apply to a job--this will ensure we are able to contact you as quickly as possible.
In addition to changing your status online, we will send you e-mail notifications at each major step in the process, to include: application received, eligible or not eligible, referred or not referred, selected or not selected.
We expect to make a selection within 30 to 90 days of the closing date of this announcement.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
Please carefully review the following list to determine what documentation you need to submit.
Some documents may not apply to all applicants. If you are unsure, click the link for each document type to read more.
ALL APPLICANTS: You must submit a resume supporting your specialized experience and responses to the online questionnaire.
Your resume should list all work experience (paid and unpaid); you should list the full name and address of the each employer.
Your experience listing should show the start and end dates (include month, day, and year); you must also list the average number of hours per week that you worked.
Your resume should also include any education and training you have completed (list the program title, subject area, number of hours completed, and completion date).
For more information about what to include in your resume, please view this USAJOBS Resume Tutorial video on YouTube.
It is important that your resume is complete and thorough. If any of the above information is not included in your resume, we may not be able to fully credit you for your experience.
If specific educational requirements are indicated for this vacancy:Documentation verifying your educational claims which can include unofficial transcripts or any report listing institution, course title, credits earned and final grade. Please see the Education section for more information.
Current and former Federal employees: Most recent SF-50 (Standard Form 50 - Notice of Personnel Action).
To properly verify status eligibility, your SF-50 must show the following. If you do not submit an appropriate SF-50, we cannot verify your status eligibility!
Full position title;
appointment type;
occupational series;
pay plan, grade, and step;
tenure code; and
service computation date (SCD).
Displaced Federal employees: To be considered CTAP/ICTAP eligible, you must submit documentation verifying your involuntary separation and CTAP/ICTAP status. Please see the OPM Guide to Career Transition for more information.
Persons with Disabilities: Individuals with intellectual disabilities, severe physical disabilities, or psychiatric disabilities may apply for appointment through the Schedule A hiring authority. Certified verification of a disability from a licensed medical professional; a licensed vocational rehabilitation specialist; or any Federal, state, or District of Columbia agency or U.S. territory that issues or provides disability benefits is required.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Click on the "Apply Online" button on the upper right side of the page.
You must have a USAJOBS account and be logged in.
You must have a completed resume. (You may use the Resume Builder in USAJOBS)
You must respond to all applicant assessment questions, carefully following all instructions provided.
You will be able to upload additional supporting documentation, which may include, but not limited to transcripts, notification of personnel actions (SF-50), certifications and verification of veterans status (SF-15, DD-214)
The complete application package, including any additional supporting documents required for this position is due in the National Gallery of Art Personnel Office on the closing date of the announcement by 11:59 PM Eastern Daylight Saving Time.
NOTE: Applicants who cannot apply on-line must request a hard copy application packet from the Agency Contact listed in the vacancy announcement. Resumes and/or supporting documentation alone will not be considered without the inclusion of a hard copy application packet. The complete package is due no later than 5:30 PM Eastern Daylight Saving Time on the closing date of this announcement.
The National Gallery of Art receives many applications for each job. Each application is reviewed carefully which may take a few weeks. You may also check your application status by logging into www.usajobs.gov and selecting the tab "My USAJOBS.
National Gallery of Art
4th and Constitution Avenue NW,
Washington, District of Columbia 20565
United States
Next steps
After each step in the recruitment process, your status will be updated in our application tracking system. Once this happens, if you have elected to receive e-mail updates, you will be notified through your USAJOBS registered e-mail address. If you have not elected e-mail updates, you can review your current application status in USAJOBS at any time. Please check that your USAJOBS profile contact information is current and correct each time you apply to a job--this will ensure we are able to contact you as quickly as possible.
In addition to changing your status online, we will send you e-mail notifications at each major step in the process, to include: application received, eligible or not eligible, referred or not referred, selected or not selected.
We expect to make a selection within 30 to 90 days of the closing date of this announcement.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
