VISITOR EXPERIENCE COORDINATOR
About the role
Introducing the National Arts Centre
The National Arts Centre (NAC) is Canada's bilingual, multi-disciplinary home for the performing arts. The NAC presents, creates, produces, and co-produces performing arts programming in various streams-the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety-and nurtures the next generation of audiences and artists from across Canada. The NAC is located in the National Capital Region on the unceded territory of the Anishinabe Algonquin Nation.
At the National Arts Centre, we believe the performing arts are vital to the human experience. A house of dreams for the Canadian performing arts, we work with artists and arts organizations from across this land to revitalize our sector.
Curious to learn more? Read our 2023-2026 Strategic Plan, The Journey Ahead.
Equity, Diversity, Inclusion, Anti-Racism and Accessibility
We are on a journey, committed to ensuring that equity, diversity, inclusion, accessibility, anti-racism and reconciliation with Indigenous peoples will guide our actions.
The NAC welcomes applications from candidates who can help us meet our vision, and contribute to the diversity of lived experiences, perspectives, and approaches. When you join the NAC, you will be part of an inclusive community working hard to dismantle barriers to employees' well-being, access, potential, and success. The NAC actively seeks candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), members of 2SLGBTQIA+ communities, and people with disabilities. We encourage you to self-identify in the recruitment process.
Job Number:
J0426-0584
Job Title:
VISITOR EXPERIENCE COORDINATOR
Employment Type:
Full-Time continuing
Job Category:
Visitor Experience
Open Positions:
1
Posting Date:
April 27, 2026
Closing Date:
May 31, 2026
Salary:
$65,000.00 - $81,200.00/Year
Language Requirement:
Bilingual
Working Hours:
35 hours per week (days, evenings and weekends as required)
Job Reports To:
House Manager
Key Activities
Under the supervision of the House Manager, the Visitor Experience Coordinator plays a key role within one of NAC's largest teams, supporting nearly 200 frontline workers, that include a mix of full-time and part-time employees and volunteers with shifts that span seven days a week (morning, afternoons and evenings). Working closely with the Visitor Experience leadership team, the Coordinator provides administrative, communication, project and scheduling support for the NAC's front of house supervisors, ushers, coat check, welcome centre attendants, and volunteers.
The Coordinator will document service needs for NAC performances as an input to team scheduling, serve as a back-up scheduler during the managers’ absence, and support long term resource planning so the NAC is able to deliver exceptional customer support throughout the year.
The Coordinator will act as a key point of contact in front of house planning and service delivery, by managing time away from work requests from employees of the department. This work is crucial to the NAC's ability to deliver exceptional service to visitors, audience members, donors, ticket buyers, and guests.
The Coordinator will ensure that there is continuity of priorities, messaging and processes between daytime, afternoon and evening operations of NAC Visitor Experience teams, for a cohesive, one-NAC approach to service delivery.
Other duties include but are not limited to:
- Support the creation of schedules for Ushers, Volunteers, Welcome Centre, Coat Check, Front-of-House Supervisors and Visitor Experience leadership;
- Serve as a first point of coordination for routine scheduling adjustments and administrative inquiries, escalating issues as needed;
- Manage time away from work requests and optimal staffing levels for the department;
- Support departmental training, staff and volunteer appreciation events, and emergency preparedness activities in collaboration with other departments at the NAC;
- Act as key liaison between the Visitor Experience department and the broader NAC in meetings, projects, post-mortems and training;
- Support the NAC’s relationships with partners that provide accessibility, public transit, and other related services that visitors to the NAC need;
- Help draft and publish Visitor Experience team communications;
- Verify service readiness across public spaces;
- Coordination of services with other NAC teams;
- Administration of Mastercard coding, coat check reconciliation, payments to 3rd-party providers, employee reimbursements;
- Responsible for providing and supporting safe, accessible, welcoming and wonderful guest experiences;
- Responds to guest feedback with empathy, clarity, and timely follow-up, escalating issues when appropriate;
- Provides guest service in person, by phone and by email;
- Irregular work hours (days, nights and weekends).
Skill Requirements
- Post-secondary diploma in Administration or in related field, or an equivalent combination of education and experience;
- Fluently bilingual in both official languages, English and French, written and spoken;
- Knowledge of administrative coordination and operational support in a complex, multi staff environment with variable schedules (daytime, evening, and weekend operations);
- General knowledge of front-of-house or customer-facing operations, such as arts and culture, live events, hospitality, or public-facing service environments;
- Working knowledge of staff scheduling principles, including managing availability, absences, and service requirements for diverse roles (e.g. part time staff, casual staff, supervisors, volunteers);
- Excellent organizational, collaboration and communication skills;
- Adaptable to changing priorities in a fast-paced environment;
- Strong computer literacy including Microsoft Office Suite (Outlook, Teams, Word, Excel, Powerpoint);
- Knowledge of visitor experience and service delivery principles, including consistency, accessibility, and guest-centred service in public-facing environments is preferred;
- Knowledge of basic financial administration processes, including expense tracking, receipt management, reimbursements, and vendor or service payment coordination is preferred;
- Familiarity with time off, attendance, or workforce administration in a policy or agreement-based workplace is preferred;
- Knowledge of arts, cultural, or live performance environments, including the operational rhythms of performances and events, is an asset;
- Awareness of accessibility and inclusion practices in visitor-serving organizations, is an asset.
Who Can Apply
Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens.
As part of NAC's interview process, in-person interviews may be required. Please ensure to have the most up-to-date information on your résumé including your current email address.
While we appreciate all applications, only those selected for an interview will be contacted by us.
Important Notice
The National Arts Centre (NAC) is committed to inclusive employee recruitment and selection. The NAC welcomes and encourages applications from people with disabilities. If you require accommodation during the selection process, please inform us as soon as possible and we will make every effort to fulfill your accommodation request.
The successful candidate will be required to provide the original or a true certified copy of their education credentials as appropriate, along with proof of a valid Criminal Background Check as a condition of employment.
Are you interested in this job?
Not the right fit? Search for VISITOR EXPERIENCE COORDINATOR jobs in Ottawa, ON
About National Arts Centre
The National Arts Centre collaborates with artists and arts organizations across Canada to help create a national stage for the performing arts, and acts as a catalyst for performance, creation and learning across the country. A home for Canada's most creative artists, the NAC strives to be artistically adventurous in each of its programming streams – the NAC Orchestra, Dance, English and French Theatre, as well as the Scene festivals and NAC Presents, which showcase established and emerging Canadian artists. The organization is at the forefront of youth and educational activities, offering artist training, programs for children and youth, and resources for teachers in communities across Canada. The NAC is also a pioneer in new media, using technology to teach students and young artists around the globe, by creating top-rated podcasts, and providing a wide range of NACO concerts on demand.
Le Centre national des Arts collabore avec des artistes et des organisations artistiques partout au Canada afin de créer une vibrante scène nationale dans le domaine des arts du spectacle, et agit comme catalyseur de la diffusion, de la création et de la transmission des savoirs d'un bout à l'autre du pays. Carrefour des plus grands talents créateurs canadiens, le CNA privilégie les choix audacieux dans chacun de ses volets de programmation : l'Orchestre du CNA, la Danse et le Théâtre français et anglais, sans oublier le festival Scène et CNA Présente, qui mettent en valeur des artistes canadiens, tant émergents qu'établis. Il est aux avant-postes en matière de programmation enfance-jeunesse et d'activités éducatives, procurant de la formation aux artistes et des ressources aux enseignants des quatre coins du pays. Il fait aussi œuvre de pionnier dans l'utilisation des nouveaux médias en offrant du téléenseignement à des élèves et des jeunes artistes du monde entier, en créant des fichiers balados très prisés et en proposant un large éventail de concerts sur demande de l'OCNA.
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VISITOR EXPERIENCE COORDINATOR
About the role
Introducing the National Arts Centre
The National Arts Centre (NAC) is Canada's bilingual, multi-disciplinary home for the performing arts. The NAC presents, creates, produces, and co-produces performing arts programming in various streams-the NAC Orchestra, Dance, English Theatre, French Theatre, Indigenous Theatre, and Popular Music and Variety-and nurtures the next generation of audiences and artists from across Canada. The NAC is located in the National Capital Region on the unceded territory of the Anishinabe Algonquin Nation.
At the National Arts Centre, we believe the performing arts are vital to the human experience. A house of dreams for the Canadian performing arts, we work with artists and arts organizations from across this land to revitalize our sector.
Curious to learn more? Read our 2023-2026 Strategic Plan, The Journey Ahead.
Equity, Diversity, Inclusion, Anti-Racism and Accessibility
We are on a journey, committed to ensuring that equity, diversity, inclusion, accessibility, anti-racism and reconciliation with Indigenous peoples will guide our actions.
The NAC welcomes applications from candidates who can help us meet our vision, and contribute to the diversity of lived experiences, perspectives, and approaches. When you join the NAC, you will be part of an inclusive community working hard to dismantle barriers to employees' well-being, access, potential, and success. The NAC actively seeks candidates who identify as women, Indigenous, Black, Persons of Colour (IBPoC), members of 2SLGBTQIA+ communities, and people with disabilities. We encourage you to self-identify in the recruitment process.
Job Number:
J0426-0584
Job Title:
VISITOR EXPERIENCE COORDINATOR
Employment Type:
Full-Time continuing
Job Category:
Visitor Experience
Open Positions:
1
Posting Date:
April 27, 2026
Closing Date:
May 31, 2026
Salary:
$65,000.00 - $81,200.00/Year
Language Requirement:
Bilingual
Working Hours:
35 hours per week (days, evenings and weekends as required)
Job Reports To:
House Manager
Key Activities
Under the supervision of the House Manager, the Visitor Experience Coordinator plays a key role within one of NAC's largest teams, supporting nearly 200 frontline workers, that include a mix of full-time and part-time employees and volunteers with shifts that span seven days a week (morning, afternoons and evenings). Working closely with the Visitor Experience leadership team, the Coordinator provides administrative, communication, project and scheduling support for the NAC's front of house supervisors, ushers, coat check, welcome centre attendants, and volunteers.
The Coordinator will document service needs for NAC performances as an input to team scheduling, serve as a back-up scheduler during the managers’ absence, and support long term resource planning so the NAC is able to deliver exceptional customer support throughout the year.
The Coordinator will act as a key point of contact in front of house planning and service delivery, by managing time away from work requests from employees of the department. This work is crucial to the NAC's ability to deliver exceptional service to visitors, audience members, donors, ticket buyers, and guests.
The Coordinator will ensure that there is continuity of priorities, messaging and processes between daytime, afternoon and evening operations of NAC Visitor Experience teams, for a cohesive, one-NAC approach to service delivery.
Other duties include but are not limited to:
- Support the creation of schedules for Ushers, Volunteers, Welcome Centre, Coat Check, Front-of-House Supervisors and Visitor Experience leadership;
- Serve as a first point of coordination for routine scheduling adjustments and administrative inquiries, escalating issues as needed;
- Manage time away from work requests and optimal staffing levels for the department;
- Support departmental training, staff and volunteer appreciation events, and emergency preparedness activities in collaboration with other departments at the NAC;
- Act as key liaison between the Visitor Experience department and the broader NAC in meetings, projects, post-mortems and training;
- Support the NAC’s relationships with partners that provide accessibility, public transit, and other related services that visitors to the NAC need;
- Help draft and publish Visitor Experience team communications;
- Verify service readiness across public spaces;
- Coordination of services with other NAC teams;
- Administration of Mastercard coding, coat check reconciliation, payments to 3rd-party providers, employee reimbursements;
- Responsible for providing and supporting safe, accessible, welcoming and wonderful guest experiences;
- Responds to guest feedback with empathy, clarity, and timely follow-up, escalating issues when appropriate;
- Provides guest service in person, by phone and by email;
- Irregular work hours (days, nights and weekends).
Skill Requirements
- Post-secondary diploma in Administration or in related field, or an equivalent combination of education and experience;
- Fluently bilingual in both official languages, English and French, written and spoken;
- Knowledge of administrative coordination and operational support in a complex, multi staff environment with variable schedules (daytime, evening, and weekend operations);
- General knowledge of front-of-house or customer-facing operations, such as arts and culture, live events, hospitality, or public-facing service environments;
- Working knowledge of staff scheduling principles, including managing availability, absences, and service requirements for diverse roles (e.g. part time staff, casual staff, supervisors, volunteers);
- Excellent organizational, collaboration and communication skills;
- Adaptable to changing priorities in a fast-paced environment;
- Strong computer literacy including Microsoft Office Suite (Outlook, Teams, Word, Excel, Powerpoint);
- Knowledge of visitor experience and service delivery principles, including consistency, accessibility, and guest-centred service in public-facing environments is preferred;
- Knowledge of basic financial administration processes, including expense tracking, receipt management, reimbursements, and vendor or service payment coordination is preferred;
- Familiarity with time off, attendance, or workforce administration in a policy or agreement-based workplace is preferred;
- Knowledge of arts, cultural, or live performance environments, including the operational rhythms of performances and events, is an asset;
- Awareness of accessibility and inclusion practices in visitor-serving organizations, is an asset.
Who Can Apply
Persons residing in Canada and Canadian citizens residing abroad. Preference will be given to Canadian citizens.
As part of NAC's interview process, in-person interviews may be required. Please ensure to have the most up-to-date information on your résumé including your current email address.
While we appreciate all applications, only those selected for an interview will be contacted by us.
Important Notice
The National Arts Centre (NAC) is committed to inclusive employee recruitment and selection. The NAC welcomes and encourages applications from people with disabilities. If you require accommodation during the selection process, please inform us as soon as possible and we will make every effort to fulfill your accommodation request.
The successful candidate will be required to provide the original or a true certified copy of their education credentials as appropriate, along with proof of a valid Criminal Background Check as a condition of employment.
Are you interested in this job?
Not the right fit? Search for VISITOR EXPERIENCE COORDINATOR jobs in Ottawa, ON
About National Arts Centre
The National Arts Centre collaborates with artists and arts organizations across Canada to help create a national stage for the performing arts, and acts as a catalyst for performance, creation and learning across the country. A home for Canada's most creative artists, the NAC strives to be artistically adventurous in each of its programming streams – the NAC Orchestra, Dance, English and French Theatre, as well as the Scene festivals and NAC Presents, which showcase established and emerging Canadian artists. The organization is at the forefront of youth and educational activities, offering artist training, programs for children and youth, and resources for teachers in communities across Canada. The NAC is also a pioneer in new media, using technology to teach students and young artists around the globe, by creating top-rated podcasts, and providing a wide range of NACO concerts on demand.
Le Centre national des Arts collabore avec des artistes et des organisations artistiques partout au Canada afin de créer une vibrante scène nationale dans le domaine des arts du spectacle, et agit comme catalyseur de la diffusion, de la création et de la transmission des savoirs d'un bout à l'autre du pays. Carrefour des plus grands talents créateurs canadiens, le CNA privilégie les choix audacieux dans chacun de ses volets de programmation : l'Orchestre du CNA, la Danse et le Théâtre français et anglais, sans oublier le festival Scène et CNA Présente, qui mettent en valeur des artistes canadiens, tant émergents qu'établis. Il est aux avant-postes en matière de programmation enfance-jeunesse et d'activités éducatives, procurant de la formation aux artistes et des ressources aux enseignants des quatre coins du pays. Il fait aussi œuvre de pionnier dans l'utilisation des nouveaux médias en offrant du téléenseignement à des élèves et des jeunes artistes du monde entier, en créant des fichiers balados très prisés et en proposant un large éventail de concerts sur demande de l'OCNA.