Visitor Services Manager

  • Responsible for coordinating and supervising a team of Visitor Services staff engaged in the delivery of a world class experience for visitors attending events, programs and exhibitions across all MAAS sites.
  • $97,078. Package includes salary ($79,384 – $87,591) employer’s contribution to superannuation and annual leave loading

A catalyst for creative expression and curious minds.

The Museum of Applied Arts and Sciences (MAAS) is an executive agency of the New South Wales State Government.  Embodying the best of design ingenuity and innovation, the Museum profiles one of the world’s great collections and is a highly successful interdisciplinary institution that sits at the intersection of the arts, design, science and technology and plays a critical role in supporting the brand and vision of the city.

Access to the Museum’s exceptional collection is a cornerstone of the vision, opening up opportunities for engagement, participation and research. Deepening audience engagement, bringing the collections to life through hands on experiences and offering a variety of pathways through ideas and information is key to the delivery of our programs and experiences for people of all ages across our sites: The Powerhouse Museum in Ultimo, Sydney Observatory in The Rocks and the Museums Discovery Centre in Castle Hill.

As part of a small team of Visitor Services Managers you are primarily responsible for coordinating and supervising a team of Visitor Services staff engaged in the delivery of a world class experience for visitors attending events, programs and exhibitions at MAAS. This position liaises with internal and external stakeholders in planning and overseeing the delivery of events occurring during the day, evenings and at weekends across the Powerhouse Museum, Sydney Observatory and Museums Discovery Centre.

You will provide hands-on support to the Visitor Services Officers and, as such, are required to spend time on the floor identifying ways to continually enhance the visitor experience as well as related services, systems and processes. You will also take a key role in site safety and emergency management. This also includes overseeing all public facing aspects of our sites to ensure that staff, exhibitions, services and facilities are consistently of high standard.


A full role description Click Here 

MAAS Website

For information on applying for roles in the NSW Public Service Click Here


To be eligible to apply for this role you must meet these requirements


  1. Knowledge of Ticketing Systems and ticketing service providers
  2. Supervision skills and experience in a visitor focussed, customer service environment

Other – The successful applicant is required to undergo, and for new employees meet the cost of a National Police Records Check and a Working with Children Check, and be assessed as suitable.
As part of GSE Act compliance, your application must include:

Cover Letter – No more than two A4 pages. Must include short statements in response to the two targeted questions below (drawn from the Core Competencies required in the Role Description) There are no selection criteria to address

Resume – No more than three A4 pages. Must be up to date with current employment, and clearly details your skills and experience as relevant to this role. You must include 3 referee contacts (name, role, phone number and email address), clearly identifying a junior, peer and manager. We will not contact referees without your consent.

Question 1 – Provide an example of a time where you’ve needed to staff a complex environment or multiple sites. What was the environment? What were the challenges? How did manage this?

Question 2 – Tell us about a time you received a customer complaint regarding one of your staff. What was the situation, how did you manage it with your staff and resolve it with the customer?

Your cover letter and resume will need to be submitted as PDF attachments on your candidate file application on I Work for NSW.

The successful applicant:

  • Must be available to work on weekends (7-day rotating roster)
  • Must be able to work past normal rostered hours to manage events and functions as required
  • Must hold or be eligible to attain an RSA, First Aid Certificate and Working With Children’s Check.

To apply please visit I Work for NSW.

The Museum of Applied Arts & Sciences welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people with a disability.  If you have individual requirements that need to be accommodated in order to participate in the selection process and join the Museum, please indicate this in your application.