Aspiring Better Human
Museum Leadership. Visitor Experience. Operational Excellence.
Will Sullivan
Museum Advisor | Visitor Experience & Operations
I advise museums and cultural organizations on visitor experience, operations, and leadership culture, drawing on decades of senior leadership at The Metropolitan Museum of Art, where I led large-scale visitor experience and operational teams serving over 150 million visitors and generating significant earned revenue.
My work helps institutions improve performance, strengthen frontline teams, and deliver more consistent, high-quality visitor experiences.
My Story
I began my career in NYC retail with iconic brands like B. Altman, Macy’s, Lord & Taylor, Charles Jourdan, and Henri Bendel. While I cared deeply about the customer experience, I was most driven by supporting the teams behind it.
That passion led me to The Metropolitan Museum of Art, where I spent three decades leading frontline operations serving more than 150 million visitors. I had the privilege of hiring, training, and developing thousands of team members—work that shaped my belief in people-first leadership.
In 2021, I founded my consulting practice to help organizations strengthen culture, elevate frontline teams, and lead with intention through coaching, workshops, and speaking.
I occasionally work with organizations seeking to strengthen culture, leadership, and the human experience of work.