Program Assistant (Floor Lead)

Summary The National Gallery of Art welcomes all people to explore art, creativity, and our shared humanity. Nearly four million people come through our doors each year—with millions more online—making us one of the most visited art museums in the world. Our renowned collection includes nearly 160,000 works of art, from the ancient world to today. Admission to the West and East Buildings, Sculpture Garden, special exhibitions, and public programs is always free. Duties The Visitor Experience division ensures every visitor to the National Gallery of Art enjoys a seamless, welcoming experience. The team oversees departments focused on onsite operations, audience research, membership engagement, and human-centered design initiatives. It combines exceptional service and thoughtful design with insights that inform and improve every interaction. By integrating strategic planning, frontline engagement, and research, the division creates experiences that are welcoming, informative, and inspiring. If selected for this position, the programs managed include, but are not limited to: Supports daily front-of-house operations by assisting with staffing coordination, visitor flow, queue management, signage creation and deployment, and supporting special events. Works closely with DD-VE and cross-departmental teams to implement service initiatives and technologies that enhance the visitor, staff and volunteer experience. Answers public inquiries via Zendesk, responding promptly and courteously to visitor emails and phone calls while logging, coding and tracking questions, comments and complaints according to established procedures. Assists with lost and found daily operations using Zendesk to log, track and reconcile items efficiently and accurately in collaboration with DD-VE representatives. Collects and records visitor feedback and questions to identify trends and opportunities for improvement. Requirements Conditions of employment This employer participates in the e-Verify program. Maintain a Bank Account for Direct Deposit/Electronic Transfer Pass Pre-employment Background Investigation May be required to successfully complete a probationary period Requires availability for occasional weekend and evening work hours. Your resume serves as the basis for qualification determinations and must highlight your most relevant and significant work experience and education (if applicable) as it relates to this job opportunity. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Your resume must include the dates of all qualifying experience (from month/year to month/year) and the number of hours worked/volunteered per week. Your resume must not be longer than 2 pages in length. Qualifications Specialized Experience Statement: Your resume must demonstrate at least one year of specialized experience, equivalent in responsibility to the GS-06 grade level in the Federal service or private sector. Specialized experience for this position includes: Performing complex administrative support with general correspondence; Supporting daily front-of-house operations, data entry and communication services, inventories; and Responding promptly and courteously to visitor emails and phone calls. Education Although this position does not have a positive education requirement and education is not substitutable for experience/mandatory technical qualifications identified above. You may submit copies of your transcripts or a course listing. You must provide documentation supporting your education claims. Education must be obtained from an accredited institution recognized by the U.S. Department of Education. Foreign education must be reviewed by an organization recognized by the U.S. Department of Education. For special instructions pertaining to foreign education and a list of organizations that can evaluate foreign education, see the Department of Education website. Additional information The National Gallery of Art fosters a diverse and inclusive workplace and is an Equal Opportunity Employer. This position is not included in the bargaining unit. Some positions may require completion of a probationary period of up to 1 (one) year. Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Recruitment Incentive: Recruitment incentive(s) may be authorized for this position.  However, approval for incentives are contingent upon various availability. If authorized, certain incentives will require the incumbent to sign a service agreement to remain in the Federal government for a certain time period. Note: This statement does not imply nor guarantee an incentive will be offered and paid. Selections may be made for vacancies across the National Gallery of Art (NGA). By applying to this position, you agree to allow your application and other personal information to be shared with one or more NGA hiring officials for employment consideration for same/similar positions within the location(s) identified in this announcement. AN EXTERNAL SELECTED CANDIDATE MUST BE FINGERPRINTED AND RECEIVE A BACKGROUND INVESTIGATION, RESULTING IN A SATISFACTORY SUITABILITY DETERMINATION BEFORE BEING HIRED FOR THIS POSITION. EEO Policy: https://help.usajobs.gov/equal-employment-opportunity Reasonable Accommodation Policy: https://help.usajobs.gov/reasonable-accommodation Veterans Information: https://help.usajobs.gov/working-in-government/unique-hiring-paths/veterans Reasonable Accommodation Requests: To learn more, please consult the following resources: Disability Employment - Reasonable Accommodations (OPM) How to contact an agency Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Flexible Spending Accounts - https://www.fsafeds.com/ Health Insurance - http://www.opm.gov/insure/health/index.asp Leave - http://www.opm.gov/oca/leave/index.asp Life Insurance - http://www.opm.gov/insure/life/index.asp Long Term Care Insurance - http://www.ltcfeds.com Retirement Program - https://www.opm.gov/retirement-services/ Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.