Bill & Melinda Gates Foundation

Visitor Services and Engagement Coordinator(s)

The Discovery Center recently completed a two-year refresh project and our team is redefining how we do our work as it relates to diversity, equity, inclusion and accessibility. Our programs and exhibits continue to showcase and amplify new and unheard voices as we tie local issues to our global priorities. We work with the Bill & Melinda Gates Foundation regional offices and program staff as well as new local partners to collaborate on programs and in-gallery experiences.

Our guiding belief is that all individuals have the capacity to create positive change and contribute to improving lives. To that end, our overarching objectives are:

  • Provide opportunities for individuals to experience a progression of engagement from awareness to action.
  • Improve awareness building opportunities through diverse experiences and programs that educate, inspire, and motivate audiences.
  • Ensure high quality engagement experiences across all channels – physical and virtual to educate, inspire and motivate audiences.

Leadership & Culture
Our culture shapes our choices about what we do and how we do it. We believe that energized people, working well together, fueled by great leadership in an inclusive environment can do extraordinary things. We expect foundation employees to intentionally and consistently embody our four agreements: show respect, offer trust, be transparent, and create energy.

Position Summary
This important visitor facing position executes on the visitor experience strategic plan by leading tours and activating in-gallery experiences for the Discovery Center. Daily these visitor experiences include: in-gallery activities, general public tours, virtual (skype) talks, facilitated experiences for school groups, school extension programs, educator programs, youth and public programs.

You will be responsible for daily engagement and supporting interpretive strategies within the Discovery Center (DC) to educate about the work of the foundation, its partners and stakeholders. This will include leading tours, facilitating experiences and conversations, and activating the space to create engaging experiences to support visitors to build greater global awareness and inspire action. You will also support the creation of tools, documents, and operational components necessary to offer engaging experiences and maintain the space. As a representative of the DC to all sectors of the community, you will be expected to maintain a presence in the DC when it is open to the public; including participating in after hours events as necessary. This role requires a person with creative, positive energy, and a willingness to do what is necessary to ensure a high quality and engaging experience for all visitors. Regular Saturday availability is necessary.

Core Responsibilities

You are often the first staff to engage with visitors and are responsible for ensuring a clear and welcoming orientation to the foundation and the Discovery Center. Additionally, you will:

  • Assist in leading shifts for the daily operations and activation of the galleries; including procedures, exhibit technology and liaising with the public and partners (e.g. security, facilities, janitorial, IT and others)
    • Facilitate and lead school visits, group tours, virtual tours and thematic experiences; liaising with teachers, chaperones and group contacts to ensure groups’ goals and needs are met.
    • Interact with all guests implementing engagement activities and responding to and raising any issues to appropriate channels and personnel.
    • Create and implement reasonable accommodations to support successful visits for all guests; including language, access and ability.
    • Ensure a safe, clean, welcoming environment, while providing a high level of customer service.
    • Assist with youth and public programs; staff occasional public programs, supporting tours and other logistics.
    • Assist with visitor flow.
    • Lead Skype in the Classroom tours.
    • Understand and effectively communicate all museum policies and practices.
    • Stay current on all first aid, CPR, emergency and safety trainings.
  • Assist with developing activation activities, documents and metrics collection
    • Work with the Discovery Center team to implement new interpretive strategies including dialogic practice around global inequities related to the work of the foundation and partners and some of the root causes for these.
    • Create new materials, activities and engagement opportunities; including self-guided activities, facilitated activities and handouts/takeaways.
    • Design, document, organize and evaluate tour offerings for all visitor types.
    • Complete operational trainings such as content management software (CMS), SharePoint, tour management software, etc.
    • Assist with the necessary setup, takedown and maintenance of activities, experiences and events.
    • Maintain “back of house” spaces to ensure organization and accurate documentation and storage areas of props and resources used for tours and activations.
  • Assist with implementing the strategy for partner/grantee partnerships, youth programs and community engagement
  • Assist with social media content and postings.

Position reports to the Senior Manager of Visitor Experience and works closely with the Educator, Schools & Youth engagement staff and the Senior Manager of Interpretation as well as extended team members and vendors.

Core Knowledge & Skills

  • Knowledge of development and learning theory and practices.
  • Experience working with broad and diverse audiences and wide age ranges. Understanding of cultural sensitivities and nuances.
  • Excellent public speaking, customer service and/or group facilitation skills.
  • Ability to explain complex information using engaging and inspirational language and techniques.
  • Awareness ADA standards and requirements.
  • Knowledge of CPR, First Aid, AED and updated emergency and safety practices and trainings.
  • Strong interpersonal and critical thinking skills with strength in diplomacy, sensitivity and creativity.
  • Knowledge of Microsoft Office Suite
  • Outgoing personality with excellent customer service experience, strong communication skills and fluency in English is required. Proficiency in American Sign Language and/or language in addition to English is a plus.
  • Ability to remain standing for extended periods of time and move equipment and furniture as well as lift to 40 pounds regularly required.

Education & Experience

  • Three to five years of skill set based knowledge obtained either through work, volunteer or lived experience.
  • A background in customer service, youth programing, museum or visitor centers, or teaching with ability to apply educational and developmental theory, visitor studies or museum best practices to the work is desired.

*Must be able to legally work in the country where this position is located without visa sponsorship.

As part of our standard hiring process for new employees, employment with the Bill and Melinda Gates Foundation will be contingent upon successful completion of a background check.

The Bill & Melinda Gates Foundation is dedicated to the belief that all lives have equal value. We’re committed to creating a workplace where employees thrive both personally and professionally. We also believe our employees should reflect the rich diversity of the global populations we aim to serve—in race, gender, age, cultures and beliefs—and we support this diversity through all of our employment practices.

All applicants and employees who are drawn to serve the mission of the Bill & Melinda Gates Foundation will enjoy equality of opportunity and fair treatment without regard to:

* Race

* Color

* Age

* Religion

* Pregnancy

* Sex

* Sexual Orientation

* Disability

* Gender Identity

* Gender Expression

* National Origin

* Genetic Information

* Veteran Status

* Marital Status

* Prior Protected Activity