Museum Store & Guest Services Assistant Manager

Gilcrease Museum is preparing for a landmark reopening following a transformative expansion.

As the Museum Store and Guest Services Assistant Manager, you will play a pivotal role assisting the Museum Store and Guest Services Manager build retail and front-of-house operations from the ground up for this reimagined institution, serving an estimated 120,000 visitors annually and overseeing a museum store with $500,000 in projected annual retail sales. The Gilcrease Museum store is more than a shop, it is an extension of the visitor journey, an opportunity for guests to carry home a piece of the American story, and a gateway to the artists, Indigenous makers, and regional communities whose work reflects the museum’s mission.

The Assistant Manager reports to the Museum Store and Guest Services Manager and supports all store and guest services operations, including admission ticketing, retail sales, online orders, and inventory management. The Assistant Manager plays a key role in supporting the Manager in ensuring that every guest interaction reflects Gilcrease’s commitment to hospitality, discovery, and a deeper understanding of the diverse heritage of the Americas.

Key Responsibilities

• Staff Supervision & Operational Support
  • Support and supervise guest services staff and volunteers, providing guidance and direction.
  • Ensure staff are prepared to deliver consistent, welcoming visitor experiences.
  • Coordinate staffing coverage during breaks, absences, emergencies, and high-volume periods.
  • Oversee sales and ticketing operations in the Manager’s absence.
  • Maintain operational standards and escalate issues as needed.
  • Assist with recruiting, interviewing, and hiring guest services staff, in collaboration with the Manager.
  • Support onboarding, orientation, and training of new staff and volunteers.
  • Provide ongoing coaching and guidance to reinforce service standards, operational procedures, and a welcoming visitor experience.
• Museum Store & Retail Operations
  • Support daily museum store operations, including merchandise displays, store organization, and replenishment.
  • Maintain organized backstock and ensure the store is visitor-ready.
  • Assist with retail promotions, special sales, and store events.
  • Support accurate retail transactions and ticketing activities.
• Guest Services & Visitor Experience
  • Provide backup support at the admission ticketing desk and museum store.
  • Welcome visitors and promote museum membership, exhibitions, and public programs.
  • Maintain an inclusive, accessible, and welcoming environment.
  • Respond to inquiries in person, by phone, and by email.
  • Address visitor complaints, incidents, and accidents when the Manager is unavailable.
• Inventory, Purchasing & E-commerce
  • Receive, process, track, organize, and replenish merchandise.
  • Assist with product selection, purchasing, and vendor relations.
  • Process online orders, including picking, packing, and shipping accurately and promptly.
  • Respond to online customer inquiries and coordinate fulfillment with inventory availability.
  • Attend relevant markets and professional conferences as needed.
• Financial Controls, Events & Visitor Operations
  • Oversee register opening and closing procedures and ensure compliance with cash-handling and deposit policies.
  • Apply standard retail accounting and reporting procedures.
  • Support museum events, public programs, promotions, and special sales.
  • Coordinate store and guest services support during high-attendance periods and campus events.
  • Work evenings, weekends, holidays, and extended hours as required.
    

Required Qualifications

• Bachelor’s degree in Business, Retail Management, Hospitality, Museum Studies or related field and minimum two years of customer service experience; or minimum 3 years of retail management experience.
• Strong leadership, teamwork, communication, and organizational skills.
• Excellent customer service and public engagement skills.
• Proficiency in Microsoft Office and ability to learn new software.
• Knowledge of basic retail accounting and reporting.
• Strong problem-solving, multitasking, and attention to detail.
• Ability to work independently and collaboratively.
• Enthusiasm for art, history, and museum experiences.
  

Preferred Qualifications

• Bilingual
• Experience working in a museum or other cultural institution.
• Experience managing an e-commerce site.
• Background in visual merchandising and product presentation in a retail environment.
• Prior experience using Tessitura, NCR Counterpoint, Shopify, or similar CRM, ticketing, and point of sale software.

Physical Demands and Other Requirements

This position is full-time, 40 hours a week, with weekends and some holidays required. Schedule will require weekend coverage and occasional evenings, and additional hours as needed for special events and programs.
Physical dexterity is required sufficient for using a keyboard and telephone; and for carrying, pushing, and pulling up to 70 pounds. The position may be subject to extended periods of walking, standing, climbing and descending stairs, sitting, reaching, balancing, bending, kneeling, handling, climbing ladders, and twisting. This position requires speech and hearing sufficient to interact with co-workers and to communicate well with professional and general audiences.

Work Setting

• The museum store is located within Gilcrease Museum's new 95,000-square-foot facility, adjacent to the café and main entrance, with views of the 460-acre grounds and downtown Tulsa.
• This is a full-time position based at Gilcrease Museum, 1400 N. Gilcrease Museum Road, Tulsa, Oklahoma.
• The role requires regular weekend and evening work and late hours for special events, programs, and peak visitation periods.
• Some outdoor work is required for campus events and activities across the museum.
• Work environment may include drafts of hot and cold air from outside doors.

The University of Tulsa limits eligibility for this position to individuals who are legally authorized to work in the United States and will not require future sponsorship for employment visa status.

Benefits: The benefits package includes medical, dental, and vision plan options, retirement savings options, paid time off, and a range of other benefits and privileges available to all University of Tulsa employees.