** Supervisory Gallery Support Specialist (Visitor Experience Manager)**

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** XVE**

The primary purpose of this position is to manage daily service operations at the front-of- house, effectively uniting XVE staff and volunteers towards the mutual goal of an excellent serviceexperience for guests of the museum. The incumbent supervises a team of Visitor Experience Representatives and regularly supports and provides work direction to Visitor Experience Volunteers.

**Location**

1 vacancy in the following location:

+ ** Clarification from the agency**

THIS IS A PERMANENT, PRIVATE FUNDED POSITION WHICH DOES NOT CONFER COMPETITIVE FEDERAL STATUS TO THE INCUMBENT. THE SELECTED CANDIDATE WILL BE ELIGIBLE FOR THE FEDERAL GOVERNMENT EMPLOYMENT BENEFITS PACKAGE. This announcement has an application limit of 150. If the limit isn't met previously, the vacancy will close at 11:59 PM December 24, 2021

**Duties**

As the Supervisory Gallery Support Specialist, you will:

* Performs the full range of supervisory responsibility, including but not limited to: provides technical and administrative supervision to staff; manages the scheduling, breaks, staffing coordination, training and development, and general support of at least 10 Visitor Experience Representatives; works in partnership with DD-VE and Gallery staff to support and staff special events, exhibitions, and other experiences where visitors and staff would benefit from DD-VE involvement; maintains an organizational environment that positively influences employee opportunity to deliver high quality products and services; establishes guidelines and performance expectations for staff members, that which are clearly communicated through the formal employee performance management system; observes performance and demonstrates and conducts work performance critiques; provides informal feedback and periodically evaluates employee performance, and resolves informal complaints and grievances. Directly supervises a contact center and is responsible for resolving all escalated service issues.DD-VE.

* Works with DD-VE staff to integrate visitor, staff and volunteer feedback into a cycle of system, process and service improvement. Partner with DD-VE staff to rollout and maintain processes, procedures and technologies that improve the visitor, staff and volunteer experience.

* Prepares and manages staffing and operational budgets in partnership with other DD-VE Management. Tracks, manages, and reports on key department performance metrics in partnership with other DD-VE staff. Attends internal meetings as representative of DD-VE.

* Assists in maintaining constant communication with other museum departments in order to ensure accurate public information; brief front-line visitor experience representatives and volunteers on changes and events.

**Requirements**

** Conditions of Employment**

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.

The position requires standing for extended periods of time, up to 2 hours without a break, both inside the Gallery and outside in the Sculpture Garden. Incumbent will be required to ascend and descend stairs. Lifting of visitor bags or packages that may weigh up to 20 lbs. may be required. Position requires wearing of a radio earpiece and carrying a portable radio, for up to an entire shift.

**VACCINE REQUIREMENT:**

**Consistent with Executive Order 14043 and with guidance by the Centers for Disease Control and Prevention, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employees duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 22, 2021 or before appointment or onboarding with the National Gallery, if after November 22. The National Gallery will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement.**

** Qualifications**

Candidates must meet the requirements for the NF-301-9. For this position, specialized experience is at least 1 year of general experience as a NF-7; managing daily service operations for an organization where staff and visitor experience are the focal point in the organizations operations.

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 rsum 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.

- Knowledge in performing as a supervisor, reviewing employee performance and scheduling of employees.

- Knowledge in planning and implementing logistics for numerous programs and events, manages scheduling systems and other Gallery technology.

- Knowledge of operational and administrative components for a department.

- Strong understanding of and experience in customer service sufficient to serve as a highly visible front of house gallery representative to the general public.

**"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.

**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, . If you are not registered and don't have an approved exemption, you will not be eligible for employment with the Federal government.

EEO Policy:

Reasonable Accommodation Policy:

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