Visitor Services Manager

Position Summary

Posted on: December 24, 2025

Closing on: January 6, 2026

Location: Toronto, ON

Employment Type: Full-time, permanent

Remote/Onsite: Onsite

Level: Manager

Report to: Director of Operations & HR

Start date: February 2, 2026

Hiring Band: $65,000 to $70,000 per annum

Benefits: Health, Dental, Accidental Death and Dismemberment, Long Term Disability, Attractions Ontario Benefits and Toronto Attractions Council Benefits

The Visitor Services Manager at MOCA plays a pivotal role at the intersection of art, operations, and public engagement. As the steward of the front-of-house team, this role provides leadership and oversight for front-of-house operations, supporting Visitor Services Supervisors in the effective delivery of day-to-day activities while maintaining a strategic focus on service quality, safety, and continuous improvement. From recruitment and onboarding to training and performance management, the Visitor Services Manager builds strong systems and teams that enhance the visitor experience and safeguard the museum's artworks.

MOCA is open Wednesday through Sunday, and the Visitor Services Manager's work week aligns with museum operating days to ensure consistent on-site leadership.

• Supervise all front-of-house staff, ensuring adherence to museum standards and expectations, while fostering a positive work environment
• Lead recruitment, onboarding, training, performance management, and corrective action for front-of-house roles, applying sound judgment and ensuring compliance with employment standards and organizational policies
• Set and communicate clear priorities, providing consistent direction for front-of-house operations
• Strengthen communication and collaboration between the front-of-house team and the broader museum
• Monitor guest-facing communications and information, including oversight of shared public-facing inboxes
• Review and update wayfinding and front-of-house signage in collaboration with the marketing team
• Utilize visitor feedback and internal input to continuously refine and elevate the front of house operations
• Oversee the visual standards of museum retail in collaboration with the marketing team, including shipping for the online shop
• Execute all day-to-day work for the ticketing and CRM systems, including ticket creation, updates, troubleshooting, and responding to internal requests, while ensuring accuracy across all ticket and merchandise offerings and serving as the in-house expert
• Monitor and report on admission numbers and update relevant databases
• Manage front-of-house bi-weekly payroll to ensure accurate and timely compensation
• Manage and monitor the front-of-house budget in collaboration with the Director of Operations and HR
• Oversee front-of-house staffing and scheduling, ensuring coverage aligns with budgetary and exhibition needs
• Ensure the safety and security of artworks, with established protocols consistently followed by staff and visitors
• Handle museum emergencies and coordinate response actions
• Serve as a management member of the Joint Health and Safety Committee (JHSC), actively participating in and advancing safety initiatives
• Proactively ensure the safety of visitors and front-of-house staff
• Serve as the primary owner of front-of-house training frameworks and operational policies, ensuring they remain relevant, effective, and consistently applied
• Provide support to special events, programming, and venue rentals
• Work hours following museum hours; comfortable working evenings and weekends

Must-haves

• Post-secondary education in business, hospitality, arts management, or a related field
• Minimum 3 years of experience in a customer service management role
• Working knowledge of Ontario's Employment Standards Act (ESA) and Ministry of Labour (MOL) requirements, applied in day-to-day people management
• Demonstrated ability to manage employee performance, conduct, attendance, and accommodation requests independently and with sound judgment
• Able to adapt to shifting priorities and operational needs
• High level of attention to detail and the ability to manage competing priorities, with minimal supervision
• Direct communication style with the ability to set clear expectations and provide constructive feedback

Nice-to-haves

• Experience in a museum, gallery, or other public-facing cultural institution
• Familiarity with Toronto tourism and/or the arts sector
• Experience tracking and reporting on operational or visitor metrics
• Familiarity with ticketing systems, CRM software, and related operational technologies
• Joint Health and Safety Committee (JHSC) and/or First Aid certification
• Experience managing casual employees
• Demonstrated ability to identify and support revenue-generating opportunities

Health, Dental, Accidental Death and Dismemberment, Long Term Disability, Attractions Ontario Benefits and Toronto Attractions Council Benefits

The Museum of Contemporary Art Toronto is at the heart of the art ecosystem. MOCA will be ambitiously inclusive, interdisciplinary, and internationally renowned through our work with artists. A place for everyone to explore that provokes ideas and discussion and challenges the current cultural moment.

Artists, relationships, and experimentation are at the centre of everything we do. MOCA Toronto presents rotating exhibitions and programmes that prioritize twenty-first-century artistic production, primarily through commissioning new work. We foster active dialogue, participation and celebrate complexity; in order to serve as an inclusive cultural hub in this hyper-diverse city and world.

• Equity, inclusion, and access
• Artist-centered, interdisciplinary and process-oriented
• Critical conversations and transformative work at our core
• Reciprocal and relationship-based
• Locally rooted and globally connected
• Courage and Responsibility

MOCA is a twenty-year-old institution that has experienced numerous iterations over the years. However, two main aspects have remained constant:

• The institution has served as an important gathering space in Toronto and Canada for artists to experiment, celebrate complexity, and offer thought-provoking responses to the current cultural moment
• MOCA has been and is constantly evolving and expanding with our times

In September 2018, MOCA moved into the Auto BLDG, a purpose-designed home in a former industrial space at the heart of a new neighbourhood in the Lower Junction.