Summary The Smithsonian Institution is the world’s largest museum, education, and research complex, with 21 museums and the National Zoo. This position is located in Office of Visitor Services, Office of the Assistant Secretary for the Office of Communications and External Affairs (ASCEA), Smithsonian Institution (SI). OVS is the principal office at the SI responsible for understanding, designing and improving all stages of a visitor’s journey, from planning, to visit and post-visit experiences. Responsibilities In this role, you will perform a variety of management support and administrative functions to support the programs and activities of the Office of Visitor Services (OVS). You will be responsible for planning, managing, and implementing all aspects of day-to-day Visitor Services operations in alignment with established building procedures. Additionally, you will oversee the operations of all OVS programs and supervise staff supporting these initiatives. You will also perform the following duties: Serve as a liaison between visitors, staff, and volunteers, addressing activities and issues that impact the visitor experience. Oversee the Smithsonian’s Call Center and Public Inquiry Mail programs, acting as a primary point of contact for staff and public inquiries related to the Smithsonian. Respond to a wide range of inquiries from the public, reviewing and addressing complaints, recommendations, and suggestions to enhance the visitor experience. Utilize tools, databases, websites, and print resources to provide accurate information and support to the public. Supervise staff responsible for delivering exceptional visitor experiences, ensuring their work aligns with the Smithsonian’s standards. Requirements Conditions of Employment Requires career/career-conditional status or eligibility. Males born after 12/31/59 must be registered with Selective Service. Conditions of Employment Qualification requirements, including one year time-in-grade at the next lower grade level for promotion candidates, must be met within 30 days of the job announcement closing date. See the 'Required Documents' section for additional information. For information on qualification requirements, see Qualification Standards Handbook for General Schedule Positions viewable on OPM Website. Qualifications Experience: You qualify for this position if you have one year of specialized experience equivalent to at least the GS-11 level in the Federal Service. For this position, specialized experience is defined as assessing and improving services and programs that directly impact visitors and volunteers in a museum or cultural setting. Specific tasks include coordinating the daily visitor services operations, including supporting a full range of services provided to the public through a visitor center, call center and public mail and email inquiries. 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. Education Education can't be subsisted at this grade level. Additional Information This position is included in the bargaining unit. Current or Former Political Appointees: Beginning January 1, 2010, agencies must seek prior approval from OPM before they can appoint a current or recent political appointee to a competitive or non-political excepted service position at any level under the provisions of title 5, United States Code. If you are currently or have been within the last 5 years, a political Schedule A, Schedule C, or Non-career SES employee in the executive branch, you MUST disclose that to the Office of Human Resources. Submit a copy of your applicable SF-50, along with a statement that provides the following information regarding your most recent political appointment: Position title; Type of appointment (Schedule A, Schedule C, Non-career SES, or Presidential Appointee); Agency; and, Beginning and ending dates of appointment. Recruitment Incentive: Recruitment incentive(s) may be authorized for this position. However, approval for incentives are contingent upon various availability. If authorized, certain incentives will require the incumbent to sign a service agreement to remain in the Federal government for a certain time period. Note: This statement does not imply nor guarantee an incentive will be offered and paid. Selections may be made for vacancies across the Smithsonian Institution (SI). By applying to this position, you agree to allow your application and other personal information to be shared with one or more SI hiring officials for employment consideration for same/similar positions within the location(s) identified in this announcement.