Opened in 1914 and welcoming over 1.3 million visitors annually, the Royal Ontario Museum (ROM) is Canada's most-visited museum, ranking among the top 10 cultural institutions in North America. At ROM, we are dedicated to building and sharing global collections, sharing knowledge, inspiring learning, and fostering community engagement. As a globally recognized field research institute, ROM houses an impressive collection of over 18 million artworks, cultural objects, and natural history specimens, showcased in over 40 galleries and exhibition spaces.

We are committed to creating a space where art, culture, and nature intersect, connecting people and communities to the past, present and shared future. As we continue to work toward our goals to transform and evolve as one of the world’s foremost 21st-century museums, we seek passionate and dynamic team members who embody our mission and values. We are seeking an Assistant Manager, Visitor Experience to provide leadership for ROM’s front-of-house operations while driving the behind-the-scenes initiatives that help deliver an exceptional, visitor-centred experience across the Museum.

Reporting to the Senior Manager, Visitor Experience, you will lead and support a large team of Visitor Experience Concierges, Lead Concierges, and Contact Centre Representatives while overseeing daily operations across key visitor touchpoints. You will take ownership of operational initiatives and projects that strengthen how the department works, including workforce planning and scheduling, technology and systems implementation, process improvement, training, budgeting and procurement, and operational reporting. You will use data, sound judgment, and a continuous-improvement mindset to identify challenges, improve efficiencies, and turn departmental priorities into practical solutions.

Working closely with teams across ROM and external partners, you will help translate Visitor Experience goals into effective day-to-day operations while supporting new initiatives and organizational change. This role is ideal for an experienced hospitality, attraction, or customer experience leader who combines strong people leadership with operational and project-management skills. You thrive in a busy public-facing environment while recognizing that an exceptional visitor experience depends just as much on the systems, processes, planning, and teamwork happening behind the scenes.

Lead, coach, train, and support a large front-of-house team to deliver welcoming, consistent, and visitor-centred experiences Oversee Visitor Experience operations across greeting, ticketing, membership services, coat check, exhibition entry points, and the contact centre Coordinate staffing and scheduling for a team of up to 75 employees, ensuring appropriate coverage while managing payroll and staffing resources within budget Lead operational projects and initiatives from planning through implementation, coordinating timelines, resources, stakeholders,



and change-management activities Administer and optimize ROM’s ticketing, contact centre, and other operational systems, partnering with internal users and external providers to support effective service delivery Review and improve operational processes, procedures, training, and service approaches, proactively identifying opportunities to improve efficiency and the visitor experience Lead the management of visitor feedback, ensuring concerns are documented, addressed, escalated appropriately, and translated into actionable insights Monitor attendance, sales, staffing, and visitor experience data and prepare reports and recommendations that support operational planning and decision-making Manage departmental budgets and expenditures, inventory, procurement, and vendor relationships, identifying opportunities for efficiencies and responsible resource management Support recruitment, onboarding, training, team meetings, performance management, and ongoing staff development Collaborate across ROM and with external partners to support exhibitions, programs, events, facilities, communications, technology initiatives, and other projects that contribute to a seamless visitor experience Minimum five (5) years of experience in customer service, hospitality, visitor experience, attractions, or a comparable high-volume public-facing environment At least three (3) years of experience leading, coaching, and developing staff, preferably within a unionized environment Bachelor’s degree or equivalent combination of education and relevant experience; specialization in operations, arts and culture management, customer experience, or a related discipline is an asset Strong understanding of customer and visitor experience principles and best practices Demonstrated experience leading high-volume, public-facing operations and responding effectively to changing priorities and operational demands Strong organizational and project-management skills, with experience coordinating initiatives, managing competing priorities, and delivering work within established timelines Experience administering or working extensively with ticketing, point-of-sale (POS), CRM, contact centre, or similar operational systems;

experience with BOS/VivaTicket or Microsoft Teams telephony is an asset Experience with change management, process improvement, or the implementation of new operational systems, tools, policies, or procedures Experience managing budgets, procurement, inventory, vendor relationships, and operational expenditures Strong analytical and problem-solving skills, with the ability to independently assess issues,



identify solutions, and use operational data to inform decisions and improvements Excellent leadership, relationship-building, interpersonal, and conflict-resolution skills, with the ability to work effectively with frontline employees, internal stakeholders, external partners, and vendors Strong written and verbal communication skills, including experience developing training materials, reports, briefs, procedures, or other operational documentation Strong digital literacy and confidence in learning, configuring, and working with new technologies; proficiency with Microsoft Office and contemporary workplace technologies, including familiarity with AI-enabled productivity tools Experience within a museum, cultural institution, attraction, hospitality venue, or other ticketed visitor environment is considered a strong asset and provide extended on-floor operational support during busy periods For permanent and full-time contract positions (conditions apply), enjoy paid benefits for individuals and families, a health spending account, and an Employee Assistance Program. Worry-free retirement savings: With our pension plan, you benefit from an employer-matched Defined Benefit contribution plan, which provides predictable lifetime retirement income, survivor benefits, and early retirement options without the stress of investment decisions.

Support for recent parents: Enjoy a parental leave top-up to 95 percent of your salary for 17 weeks, helping you balance work and family life.

Perks: Free ROM membership for permanent full-time and part-time staff, plus discounts to over 200 attractions through Attractions Ontario. Full-time contract Apply online. Selected individuals will be invited to complete a pre-recorded videoquestionnaire to tell us more about your interest in ROM, your team leadership, operations support, and customer service experience, and the impact you could make as part of our Visitor Experience team. # Daily interactions with Toronto's diverse culture and international visitors offer insights into social and cultural trends.

We champion inclusive community programs and connections through diverse experiences. We are passionate about the arts, global history, cultural diversity, and leveraging digital technologies to enhance accessibility.

Academic collaboration: COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, & ACCESSIBILITY At ROM, we embrace diversity in our exhibits, communities, and teams. We encourage applications from racialized persons, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, and those who can further diversify our ideas. We welcome and accommodate candidates with disabilities throughout the selection process.

International applicants with equivalent experience are encouraged to apply. ROM uses technology-assisted tools (including JazzHR TalentFit) to support the review and screening of applications. This posting is for an existing vacancy.

📌 Assistant Manager, Visitor Experience (15-month Contract) (Toronto)
🏢 royalontariomuseum
📍 Toronto