Supervisory Gallery Support Specialist (Visitor Experience Manager)

Employer
USAJobs
Location
Washington, D.C
Posted
Sep 14, 2021
Closes
Sep 18, 2021
Hours
Full Time
Duties

Summary

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 service experience 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.

Learn more about this agency

Responsibilities

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 and general support of Visitor Experience Representatives; works in partnership with XVE and Gallery staff to support and staff special events, exhibitions, and other experiences where visitors and staff would benefit from XVE 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.
  • Works with XVE staff to integrate visitor, staff and volunteer feedback into a cycle of system, process and service improvement.
  • Partner with XVE 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 XVE Management.
  • Tracks, manages and reports on key department performance metrics in partnership with other XVE staff. Attends internal meetings as representative of XVE.
  • 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.


Travel Required

Not required

Supervisory status
Yes

Promotion Potential
09

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.

Qualifications

Candidates must meet the Qualification Standards Handbook 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 résumé 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.

    Education

    Additional information

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    The National Gallery of Art uses an application tracking system to evaluate the responses you provide in the applicant assessment questionnaire to determine if you meet the minimum qualification requirements of this position. Then, the HR Office and/or Subject Matter Expert (SME) will conduct a quality review of your application and supporting documentation to determine if your qualifications meet the criteria for referral to the selecting official.

    We will also verify whether you are eligible for merit promotion by reviewing your previous Federal employment to ensure you meet Time-in-Grade requirements. If you are eligible to apply to Merit Promotion announcements based on Veteran or other non-competitive statuses, we will verify your supporting documentation prior to referral.

    If your resume is incomplete or does not support the responses you provided in your online questionnaire, or if you fail to submit all required documentation before the vacancy closes, you may be rated 'ineligible', 'not qualified', or your evaluation rating may be adjusted accordingly.

    To preview questions please click here .

    Background checks and security clearance

    Security clearance
    Other

    Drug test required
    No

    Position sensitivity and risk
    Non-sensitive (NS)/Low Risk

    Trust determination process
    Suitability/Fitness

    Required Documents

    Please carefully review the following list to determine what documentation you need to submit.

    Some documents may not apply to all applicants. If you are unsure, click the link for each document type to read more.

    ALL APPLICANTS: You must submit a resume supporting your specialized experience and responses to the online questionnaire.
    • Your resume should list all work experience (paid and unpaid); you should list the full name and address of the each employer.
    • Your experience listing should show the start and end dates (include month, day, and year); you must also list the average number of hours per week that you worked.
    • Your resume should also include any education and training you have completed (list the program title, subject area, number of hours completed, and completion date).
    • For more information about what to include in your resume, please view this USAJOBS Resume Tutorial video on YouTube.
    • It is important that your resume is complete and thorough. If any of the above information is not included in your resume, we may not be able to fully credit you for your experience.

    If specific educational requirements are indicated for this vacancy: Documentation verifying your educational claims which can include unofficial transcripts or any report listing institution, course title, credits earned and final grade. Please see the Education section for more information.

    Current and former Federal employees: Most recent SF-50 (Standard Form 50 - Notice of Personnel Action).

    To properly verify status eligibility, your SF-50 must show the following. If you do not submit an appropriate SF-50, we cannot verify your status eligibility!
  • Full position title;
  • appointment type;
  • occupational series;
  • pay plan, grade, and step;
  • tenure code; and
  • service computation date (SCD).

  • Displaced Federal employees: To be considered CTAP/ICTAP eligible, you must submit documentation verifying your involuntary separation and CTAP/ICTAP status. Please see the OPM Guide to Career Transition for more information.

    Veterans: Veteran eligibility documentation (DD-214, VA Letter, Standard Form (SF) 15 as applicable). Please note: If you are a veteran who has not yet been discharged, you may provide a statement of intent to discharge from your agency which will allow you to apply under the (Veterans Opportunity to Work) VOW to Hire Heroes Act of 2011 .

    Persons with Disabilities: Individuals with intellectual disabilities, severe physical disabilities, or psychiatric disabilities may apply for appointment through the Schedule A hiring authority. Certified verification of a disability from a licensed medical professional; a licensed vocational rehabilitation specialist; or any Federal, state, or District of Columbia agency or U.S. territory that issues or provides disability benefits is required.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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