Rick Carroll Email and Phone Number

• Member of the revenue & operations team, contributing to a 3-year institutional turnaround, charged with reducing the deficit by $74M through revenue generation and cost relief in admissions, membership, retail, restaurants, and events.• Oversee the museum’s admissions business; Grew admissions revenue in 2 years by 30% ($42M to $55M) through policy change, ticketing strategy & pricing optimization after 5 years of no growth. • Lead the museum’s institution-wide customer service effort; establish shared goals and principles across all visitor touchpoints including security, retail, membership, digital, marketing, and programming. • Hire, onboard, train, develop, and motivate a team of over 150 ambassadors and managers, 450 volunteers, and 30 operations staff members to ensure the highest levels of service delivery on the frontline and through all visitor touchpoints.• Develop new products to generate revenue; coordinate with the marketing team to promote and sell enhanced offerings such as premium tours, packages, and experiences. • Drive ticketing strategy across the museum, encompassing admissions, performing arts, and events in order to optimize revenue. • Maintain role as project manager in the Office of the President & CEO, implementing high-visibility projects, such as The Met’s transition out of the Breuer building in 2020 and a turnaround of the membership business.

• Serve as an internal consultant, dispatched to various departments to advise on process and change management challenges, and create roadmaps and projects for sustained improvement.• Managed the institution’s change in admission policy from start to finish, including internal and external communications, operations, signage, budget, forecasting, and front-line training, resulting in 15% growth of the Museum’s admissions business in the first year. • Provide regular recommendations to the executive team on various institutional projects and anticipate future business trends and needs. • Managed the RFP process for the museum’s audio guide vendor, using visitors feedback and analytics to select a partner and device that increased take-up-rate by 1% and improving the net income margin by more than 40%, yielding $0.7M in new revenues. • Assisted with the RFP of the museum’s restaurant business, including industry research, business analysis, internal review of 10 venues, and recommendations to the executive team; restructured contract terms for optimal revenues.