Oversee the Chicago Chapter of over 14 cultural properties.Lead the audience engagement efforts of up to 8 regions of visitor experience professionals. Plan and execute DEAI scholarship and programmingAssist in planning the annual Visitor Experience Conference

Supervise the Museum's Visitor Services management team of 8, a frontline team of 80 FTEs, part-time, temporary staff, volunteers, and interns.With the Marketing Director, set admission revenue and attendance goals for the Museum's 1.2M guests and oversee an earned revenue budget of $14M to $18m annually, which account for 23% to 25% of the Museum's earned income budget. Oversee day-to-day onsite operations to ensure delivery of exceptional customer service. Managing 3 admission points of contact, 2 theaters, coat check, 2 specially ticketed exhibitions, 2 permanent ticketed exhibitions, 3 information desks, visitor center/switchboard, and facilitation of visitor wayfinding and traffic. Oversee a combined revenue goal for Membership & Visitor Services and sub-goals that indicate progress in each area. Key Point: an average of 30% upsells compared to 23% goal. In 2021 achieved and exceeded the membership revenue goal in 3Q. 2020 oversaw the Museum's closing and reopening twice and combined the Membership front-of-house operations and staff with Visitor Services operations and staff. Currently serving as a key staff member for the Museum's accessibility committee, exhibition working group, marketing, and communication, attendance committee, safety committee, IA directors, public-facing operations, and senior leadership.Help focus staff across the Museum on strategic analytics to guide management decisions about Admission pricing and innovation in customer service and amenities.Serve as a key conduit of information with other museums in Chicago and across the nation.