Operational assessment
A clear look at systems, staffing models, workflows, and service delivery, with practical opportunities for stronger performance.
Museum Advisor · New York
Visitor experience, operations, and leadership culture for museums.
Will Sullivan spent three decades leading frontline operations at The Metropolitan Museum of Art. Today he partners with boards and executive teams to strengthen visitor experience, operational performance, and the teams behind them.
30 years
leading frontline operations at The Met
150M+
visitors served by teams he led
Since 2021
advising museums and cultural organizations
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 work with New York institutions
-
The New York Historical
Interim Director of Visitor Services
Assessing Visitor Services and frontline operations, with a focus on visitor experience, staff support, stronger systems, and data-informed decisions.
-
Museum of the American Revolution
Frontline Training Consultant, through Museum Revenue Partners
Developed and delivered museum store training on visitor engagement, service excellence, and frontline retail confidence.
-
The Frick Collection
Visitor Experience Consultant
Advised on visitor experience strategy and operational planning ahead of the April 2025 reopening, including frontline operations and visitor flow.
-
Children’s Museum of Manhattan
Guest Experience Advisor
Supported visitor experience and operational planning, then took responsibility for museum operations during a period of institutional transition.
-
New Museum
Visitor Experience Advisor
Advisory support on visitor services operations and organizational structure, strengthening frontline practice and team effectiveness.
[Space reserved for a client testimonial, to be supplied by Will. None is shown here because none has been provided.]
How engagements work
Three ways to work together
Advisory engagements
Ongoing senior guidance for leaders and boards navigating operational challenges or change.
Workshops
Focused sessions for frontline teams and leaders on service, culture, and leadership.
Strategic projects
Defined-scope work such as operational assessments, reopening preparation, or planning facilitation.
Remote or in person from New York. A limited number of engagements are taken on at a time.
About
People-first leadership, built on the museum floor
Will began his career in New York retail with B. Altman, Macy’s, Lord & Taylor, 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 aspiring better human™ in 2021 to help cultural institutions 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
Five Years Later: What Leaving The Met Taught Me
Read on Medium LeadershipWhat the Org Chart Can’t Tell You
Read on Medium Visitor experienceThe Power of Welcome
Read on MediumStart a conversation
Tell Will a little about your institution
Share a few details and you’ll receive a confirmation with a link to book a short discovery call. Every inquiry arrives in one place, with the context needed for a useful first conversation.
- 1. Send the short form
- 2. Get an instant confirmation and booking link
- 3. Meet for a 15-minute discovery call