Manager, Visitor Services

DEPARTMENT: Strategy & Operations                   
REPORTS TO: Vice President, Visitor Experience & Organizational Customer Service
CLASSIFICATION: Exempt
DATE: March 2025
SALARY: $72,000 - $75,000 per year

Note: This position requires a cover letter for consideration. Refer to the “How to Apply” section of the job description for details. Applications without a cover letter will not be considered.

POSITION OVERVIEW

The Visitor Services Manager is a key leadership role responsible for overseeing the daily operations of the Visitor Services department, which includes the Box Office, Museum, and Memorial Plaza at the National September 11 Memorial & Museum. Managers oversee Supervisors, Associates, and Volunteers to ensure a safe, educational, and meaningful experience for visitors from across the world.

This role requires proficiency in various operational functions, including scheduling, training, cash management, volunteer coordination, and people management. While these responsibilities are shared among the management team, each manager is expected to contribute their unique skills to ensure the success, efficiency, and effectiveness of department operations.

This is an onsite job with an expectation to work holidays, weekends, and peak visitation days, including the week between Christmas and the New Year. Managers are onsite during all operational hours. This position is likely to have a regular Friday- Tuesday workweek.

ROLE AND RESPONSIBILITIES

  • Maintain a presence in the operation and provide floor-support for Supervisors
  • Handle escalated visitor interactions that cannot be settled at the supervisory level
  • Maintain aesthetics both within the Museum and on the Memorial Plaza
  • Establish a strong relationship with the team and support growth by coaching and inspiring staff
  • Monitor staff performance, conduct appraisals, deliver disciplinary meetings when necessary
  • Develop and administer training programs to constantly raise the skillset of staff
  • Oversee daily operating plan including distribution of relevant and accurate information
  • Hire, onboard, schedule, and train new team members, including volunteers
  • Ensure all staff and volunteers adhere to the policies, procedures, and code of conduct
  • Work with other Museum departments on special projects or events

MANAGERS ARE EXPECTED TO

  • Have superior problem-solving abilities and critical thinking skills with the capacity to handle challenging situations with diplomacy
  • Commit to creating an iterative culture with an eye toward continued progress and betterment
  • Maintain a positive, approachable demeanor with a commitment to providing exceptional service
  • Have strong organizational skills and attention to detail
  • Multitask, prioritize, and work efficiently in a fast-paced and ever-changing environment
  • Have experience with public speaking, teaching, and leading by example
  • Take responsibility and act with authority and accountability
  • Be a self-starter, comfortable working both independently and collaboratively with the rest of the team
  • Work non-traditional hours at the will of the operation
  • Adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, bid documents, security and life safety incidents, and labor relations

QUALIFICATIONS

  • At least 3 years overseeing visitor-facing staff, preferably within museums or tourism
  • Cash handling experience
  • Ability to take responsibility and act with authority and accountability
  • Outstanding written, oral, and people skills and ability to interact well with a wide range of people and personalities of all levels within and outside the Memorial & Museum
  • Project management experience preferred
  • Experience with Gateway ticketing system preferred

REQUIRED SUPPORT FOR ORGANIZATIONAL EVENTS

  • Participates in the Annual 5K Fundraiser and 9/11 Commemoration, as assigned
  • Assists with other special projects and events in support of all 9/11 Memorial and Museum, as assigned

HOW TO APPLY

  • Please submit a cover letter and resume to 911mmvsjobs@911memorial.org
  • Please include the job title and first and last name in the email subject
  • Applicants must be legally authorized to work in the United States 

This job description is a descriptive list of the responsibilities and qualifications associated with this position and is not intended to be all inclusive. Employees are expected to also perform other business-related duties as assigned by management. The organization reserves the right to change, modify, or reassign job responsibilities, duties and scheduled work hours as per business needs.

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The National September 11 Memorial and Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is committed to an organizational culture that supports and reinforces our values regarding diversity, equity, inclusion, and accessibility (DEIA). We seek to build a collaborative, open, and equitable space where staff want to be, knowing that their contributions, professional expertise, and distinct voices are valued and respected. We encourage and celebrate an inclusive environment where candor and participation, when it comes to sharing ideas and collaborative problem-solving, are welcomed regardless of one’s role at the Museum or background. 

Reasonable accommodation may be made to qualified candidates, during the interview process, to enable individuals with disabilities an opportunity to interview.