Operational assessment
A clear look at systems, staffing models, workflows, and service delivery, with practical opportunities for stronger performance.
Museum Advisor · Visitor Experience · Operations · Leadership Culture
Exceptional visitor experiences start with the teams behind them.
Will Sullivan spent three decades leading frontline operations at The Metropolitan Museum of Art. Today he partners with museum boards and executive teams to improve performance, strengthen frontline teams, and deliver more consistent, high-quality visitor experiences.
3 decades
leading frontline operations at The Met
150M+
visitors served by teams he led
Thousands
of team members hired, trained, and developed
Selected engagements include The New York Historical · The Frick Collection · New Museum · Children’s Museum of Manhattan · Museum of the American Revolution
Core work
Where he helps
Visitor experience
Visitor-facing strategy that improves hospitality, flow, and consistency across every touchpoint.
Frontline team training
Practical tools for service excellence, communication, confidence, and de-escalation in public-facing roles.
Leadership culture workshops
Building healthier team cultures rooted in accountability, empathy, trust, and people-first leadership.
Strategic planning facilitation
Guided planning that aligns mission, operations, leadership, and growth.
Interim executive advisory
Senior-level guidance during periods of transition, change, or organizational complexity.
Selected engagements
Recent engagements, and what each one called for
Reopenings, leadership transitions, and frontline performance: the situations where an experienced operator helps most.
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The New York Historical
Interim Director of Visitor Services
Leading an assessment of Visitor Services and frontline operations to strengthen the visitor experience, support staff, improve systems, and use data to inform future decisions.
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Museum of the American Revolution
Frontline Training Consultant, through Museum Revenue Partners
Developed and delivered specialized museum store training focused on visitor engagement, service excellence, and the confidence of frontline retail teams.
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The Frick Collection
Visitor Experience Consultant
Advised on visitor experience strategy and operational planning in preparation for the museum’s April 2025 reopening, with a focus on frontline operations, visitor flow, and a welcoming public experience.
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Children’s Museum of Manhattan
Guest Experience Advisor
Supported visitor experience improvements and operational planning, then took responsibility for museum operations, including facilities, security, technology, and frontline services, during a period of institutional transition.
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New Museum
Visitor Experience Advisor
Provided advisory support on visitor services operations and organizational structure, helping strengthen frontline practices and team effectiveness.
How engagements work
Three ways to work together
Advisory engagements
Short-term senior guidance for boards and executive teams working through operational challenges or organizational change.
Workshops
Focused sessions for frontline teams and leaders on service, culture, and leadership.
Strategic projects
Focused work such as an operational assessment or strategic planning facilitation.
Remote or in person from New York. A limited number of engagements are taken on at a time.
“I was most driven by supporting the teams behind it.”
About
People-first leadership, built on the museum floor
Will began his career in New York retail with B. Altman, Macy’s, Lord & Taylor, Charles Jourdan, and Henri Bendel. He then spent three decades at The Metropolitan Museum of Art, leading frontline operations and hiring, training, and developing thousands of team members.
He founded his consulting practice in 2021. Today his focus is helping museums and cultural organizations create environments where both visitors and staff feel valued, supported, and engaged.
Perspective
Writing on museums, leadership, and the people who make it work
Will publishes regularly on Medium.
Featured
All writing on Medium (opens in a new tab)
Five Years Later: What Leaving The Met Taught Me
Read on Medium (opens in a new tab) LeadershipWhat the Org Chart Can’t Tell You
Read on Medium (opens in a new tab) Visitor experienceThe Power of Welcome
Read on Medium (opens in a new tab)Start a conversation
Tell Will a little about your institution
Share a few details and every inquiry arrives in one place, with the context needed for a useful first conversation.
- 1. Send the short form
- 2. Get an instant email confirmation (in the live version, with a booking link)
- 3. Meet for a 15-minute discovery call