Manager of Visitor and Volunteer Services

The Manager of Visitor and Volunteer Services will be responsible for providing an excellent experience to Lancaster Science Factory visitors by overseeing Visitor Services staff and service operations at the admissions desk and/or exhibit floor. They will also actively recruit, train, and supervise volunteers, which are an integral part of the Science Factory's success. Additionally, they will administrate all group reservations, booking special events, birthday parties, facility rentals, and scout programs. As part of a small, nonprofit team, they will also assist with other aspect of daily operations as required.

Essential Duties
Volunteer Recruitment (approximately 25% of time)
- Recruit, train, schedule and evaluate an average of 200 science center volunteers per year. Volunteer tasks include exhibit hall guides, cleaning and maintenance, special events, clerical duties and more.
- Track volunteer hours as part of monthly, quarterly, and annual reporting requirements to the board of directors, supervisor, and as required as a nonprofit organization.
- Maintain database of volunteers including contact information and required clearances.
- Effective communication of volunteer needs to volunteer pool, potential volunteers, service organizations, and other key contacts in the community.
- Field inquiries from potential volunteers related to required background checks, training, and placement.
- Works with education staff members to recruit and place volunteers in specialized educational programs (Science Cafe, Maker Space, STEM Camps, etc.)
Membership Administration (approximately 25% of time)
- Correspond with Association of Science & Technology Centers (ASTC) twice annually to update our reciprocal affiliations and member benefits.
- Enter all new and renewing memberships into database (currently Giftworks)
- Process new and renewing memberships purchased online.
- Outreach to expiring members to encourage renewals.
- Train and refresh Visitor Services staff on proper membership procedures including but not limited to: purchasing new memberships, renewing existing memberships, promotion of membership benefits to visitors, and POS system procedures.
Group Reservations, Events, and Scheduling (approximately 25% of time)
- Manage several shared calendars (currently Google Calendar system) for group reservations, birthday parties, scout groups and programs, facility rentals, overnight programs, and facility rentals. Serve as primary point of contact for all of these types of reservations.
- Work with Director of Operations to procure and maintain inventory of materials necessary for scout programs, birthday parties, facility rentals, and special events.
- Execute contracts for events and maintain insurance records when appropriate.
Visitor Services (25%)
- Serve as primary on-site contact for service issues including, but limited to, visitor questions, complaints, or incidents. Escalate to Director of Operations when appropriate.
- Support staff at admission desk or exhibit floor during peak times or when staffing issues arise.
- Support staff and volunteers during group visits and special events by interacting with group leaders, assisting with materials set up, and understanding logistical considerations.

Supervision of Others
This role supervises the Visitor Services staff members working at the admission desk and/or exhibit hall floor as well as the volunteers assigned to a variety of tasks.

Skills and Qualities
A well-qualified candidate would have a bachelor's degree and two-four years of demonstrated success in customer service, volunteer management, or events management. Previous nonprofit experience a plus.

Desired skills include:
- Strong interpersonal and communication skills, including oral and written.
- Professional demeanor and highly organized
- Creative thinker with the ability to problem solve on the fly
- Must be able to establish, track, and meet deadlines- often under pressure
- Proficiency with Microsoft Office (Excel, Word, and Outlook) and the ability to learn new programs as required.
- Experience working with teens and seniors helpful.

Hours and Working Conditions
This is a full time, exempt position. A good candidate would have the ability to work flexible hours including some evenings and weekends when required.
The Lancaster Science Factory is an exciting and fast-paced workplace. Must be able to lift 30lbs (for example, folding tables and chairs, incoming deliveries, and supplies).
The Manager of Visitor and Volunteer Services must hold Pennsylvania child abuse clearances. Any offer of employment is contingent upon successful completion of the clearance process. The Lancaster Science Factory is an Equal Opportunity Employer.


Founded in 2008, The Lancaster Science Factory's mission is to create an environment for learning which helps children develop curiosity, think creatively and build confidence as they learn the principles of science and the application of science in engineering and technology.

Highly interactive exhibits, workstations and mini-labs offer "open-ended" learning experiences with opportunities for visitors to experiment and create.
We actively seek to make the Science Factory accessible to all the young people in the community.

Interested candidates can send their resume and cover letter to:

Amanda Bakay
Director of Operations
454 New Holland Ave Lancaster, PA 17602