The Associate Director of Operations and Guest Experience is a proactive, guest-focused leader who ensures an exceptional visitor experience while supporting the museum’s operational excellence and long-term facility planning. Reporting to the Deputy Director, this role combines front-of-house leadership with strategic oversight, implementing a hospitality-driven customer service model and maintaining a nimble, efficient operation. In addition to managing daily workflows, the Associate Director of Operations and Guest Experience plays a key role in planning and coordinating facility renovations, sourcing vendors, and supporting operational strategies that align with MOCA’s modernization goals.

Major Areas of Responsibility

Operational Support

• Manage day-to-day workflows for the Operations department: Oversee routine tasks, ensuring SOPs are followed, and deadlines are met.

• Coordinate cross-departmental projects: Act as a liaison between teams to keep communication smooth and projects on track.

• Monitor compliance: Ensure adherence to policies, permitting requirements, and reporting standards.

• Liaise with the City of North Miami departments on operational matters, including invoice approvals, procurement procedures, event protocols, and adherence to municipal requirements.

Staff & Culture

• Hire, onboard, train, schedule, and supervise Museum Associates (part-time front-of-house staff) and contract labor as needed.

• Directly supervise operational staff, including the Building Manager, Chief of Security, Events Specialist, and Operations Assistant.

• Oversee daily operations of the museum’s Welcome Center—including the lobby and Museum Shop—ensuring exceptional guest engagement, accurate admission and membership processing, and clear communication of current exhibitions and programs.

• Serve as a primary resource for guest questions, concerns, and complaints, escalating feedback to Senior Management as appropriate.

• Lead internal training initiatives, including onboarding, customer service standards, safety protocols, and data capture processes.

• Establish standards and protocols for visitor data capture and reporting, supervising the Operations Assistant’s preparation of weekly summaries on admissions, zip codes, visitor feedback, and email list growth.

• Foster a guest-centered, inclusive, and collaborative workplace culture through regular check-ins, role clarification, and proactive problem-solving.

• Liaise with Human Resources on staffing plans, employee relations, compliance, and performance management.

Financial & Administrative

• Work with the Deputy Director to create, manage, and track departmental and city budgets.

• Coordinate with City departments on risk management, emergency preparedness, and safety compliance, including drills, incident reporting, and mitigation procedures.

• Upkeep of MOCA’s policy handbook, emergency manual, and training manuals.

• Oversee protocols for managing the museum’s staff calendar, main voicemail, and general email inbox, ensuring timely response and appropriate escalation by the Operations Assistant.

• Oversee operational systems and platforms, ensuring functionality, staff training, timely coordination of IT support, and alignment with institutional needs.

• Work with Deputy Director, Events Specialist, Executive Assistant, and Operations Assistant on organizing and executing staff meetings, board meetings, staff parties, and events.

Strategic Projects

• Maintenance and Revenue building with the Museum Shop, including entering and maintaining inventory, strategizing with the Communications department on marketing efforts, reporting product shortages, and ordering items as necessary.

• Support the implementation of facility renovations, including vendor sourcing, onboarding coordination, securing cost estimates, and processing accounts payable.

• Perform routine maintenance checks and report deficiencies and items for repair to the Building Manager.  

• In collaboration with the Building Manager, establish and maintain a master calendar of recurring services and inspections.

• Act as the Museum’s designated ADA coordinator, including researching best practices and needs for compliance with the Americans with Disabilities Act.

• Act as the manager on duty. Available on weekends if necessary.

Qualifications

• Minimum of 5–7 years of progressively responsible experience in operations, facilities management, guest experience, or a related field.

• 2–3 years of supervisory experience, with demonstrated success leading and supporting teams.

• Experience in museums, arts and culture organizations, or other public-facing institutions strongly preferred.

• Strong background in customer service–driven, hospitality-focused environments.

• Demonstrated leadership, team management, and staff development experience.

• Ability to manage multiple priorities in a fast-paced environment with flexibility, sound judgment, and discretion.

• Superior verbal and written communication skills.

• Strong sense of professionalism, accountability, and problem-solving ability.

Requirements

• Bachelor’s degree preferred or equivalent professional experience.

• Proficiency in Microsoft Office Suite and CRM/POS systems.

• Ability to work evenings and weekends as required.

Desired

• Bilingual in English and Spanish or Haitian Creole.

• Experience with Monday, Altru, or similar CRM databases.

• Experience working with municipal or government partners.

For special events, must be able to remain standing for several hours at a time. Position may require occasional lifting of 25 pounds or less.

This is a full-time, salaried position, with evening and weekend hours required as needed. Flexible scheduling and comp time are available with prior approval. A level 2 background check will be required upon offer of employment.

Reports to: Deputy Director

Supervises: Building Manager, Chief of Security, Operations Assistant, Events Specialist, and Part-time front of house staff

Compensation: Salary starting at $75,000 annually, commensurate with experience, and including an excellent benefits package

Applicants: Please email hr@aperiohr.com a cover letter, resume, and three references with the subject The Associate Director of Operations and Guest Experience. No phone calls, please.

MOCA maintains a strong policy of equal employment opportunity for all employees and applicants for employment. The museum hires, trains, promotes, compensates, and dismisses employees without regard for race, color, creed, religion, gender identity, sexual orientation, national origin, age, marital or veteran status, disability, citizenship, or political belief that does not prohibit performance of essential job functions. We are committed to building a culturally diverse staff and strongly encourage all qualified professionals to apply.  

ABOUT MOCA

Mission

MOCA North Miami is a vibrant and inclusive space for contemporary art. Rooted in and inspired by our diverse communities, we serve as a vital catalyst for artistic innovation and community engagement. Through bold exhibitions, education and public programming, and our permanent collection, we cultivate a lifelong love of the arts.

Strategic Vision

Over the next three years, MOCA North Miami will set a bold new standard for contemporary art museums in the United States. Our vision is to be recognized as a leading institution for identifying and championing artists—of all ages and backgrounds—at the moment a museum exhibition can transform the trajectory of their careers.

By sharpening the curatorial instinct that has long distinguished MOCA’s programming, and by committing to supporting artists on the cusp of a breakthrough, MOCA will solidify its role as an integral partner and platform for artistic growth in the country. At the heart of our work is accessibility: we will provide multiple entry points into art and ideas, ensuring that visitors see themselves reflected in our exhibitions and programs.

We are equally committed to nurturing the next generation of creators. Through after-school classes, summer camp, and local partnerships, MOCA will make creativity an essential and accessible part of civic life. By fostering curiosity and artistic expression, we will inspire tomorrow’s artists and audiences, while deepening our role as a cultural hub for North Miami, and the broader region.

This vision defines MOCA. We will be known as the museum where the future of contemporary art is discovered.

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