Supervisory Visitor Experience Specialist

Washington D.C.
Aug 09, 2017
Aug 24, 2017
Full Time

About the Agency

The position is located in the Smithsonian Institution’s Office of Visitor Services (OVS). The Smithsonian Institution is the world’s largest museum and research complex, consisting currently of 19 museums, galleries, the National Zoological Park, and nine research facilities. OVS is the principal office at the Smithsonian responsible for understanding, designing and improving all stages of a visitors’ journey, from planning, to visit and post-visit experiences.

  • Not Required

  • No

  • Pass Pre-employment Background Investigation
  • Complete a Probationary Period
  • Maintain a Bank Account for Direct Deposit/Electronic Transfer
  • May be required to serve an 18-month probationary period for supervisors.
  • Experience:

    IS-11: You qualify for this position if you possess one year of specialized experience equivalent to at least the 09 level in the Federal Service or comparable pay band system. For this position Specialized experience is defined as providing oversight, leadership and guidance to a team of staff and volunteers in the execution of visitor services to the public through operation of an information desk, visitor center and/or call center; and coordinating the development of informational signage, online and print resources aimed at enhancing a visitor’s experience.

    IS-12: You qualify for this position if you possess one year of specialized experience equivalent to at least the 11 level in the Federal Service or comparable pay band system. For this position Specialized experience is defined as executing, enforcing, supervising, assessing, and maintaining services and programs that directly impact visitors and volunteers. Specific tasks include managing the daily operations of a Visitor Center; managing a full range of services provided to the public through a call center and public email; coordinating digital, online and printed visitor information resources; and coordinating outreach and promotion efforts.

    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). 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.

    Part-time and/or unpaid experience related to this position will be considered to determine the total number of years and months of experience. Be sure to note the number of paid or unpaid hours worked each week.

    Or Education:

    IS-11 only: Three full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree related to this
    position may be substituted to meet the experience requirements.

    Or a Combination: Education and experience may be combined to meet the basic qualifications; for example, a half year of experience and a half year of education in the field may be qualifying.

    Special Instructions for Foreign Education: If you are qualifying by education and/or you have education completed in a foreign college/university described above, it is your responsibility to provide transcripts and proof of U.S. accreditation for foreign study. For instructions on where to fax these documents, see the "Required Documents" section of this announcement.

    Qualification requirements must be met within 30 days of the job announcement closing date.

    Public Trust - Background Investigation


    • Oversees response and referral activities to public inquiries via telephone, email, postal mail, comment cards and/or webchat communication channels.
    • Oversees elements of operations in the Smithsonian Visitor Center and timely response to security, safety, facilities and building maintenance request.
    • Oversees the collection and integration of information, editorial review, design and production of a full range of informational signage, online and print resources for visitors.
    • Exercise supervision over the daily activities of a team of full-time staff and volunteers, assigned to carry out the visitor services functions of the office.

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