Director of Visitor Services

Cb • Boston, MA

8d • Hybrid

About The Position

Celebrating its 25th Anniversary in 2026, the Esplanade Association (EA) seeks a seasoned Director of Visitor Services to guide park visitors’ first impressions, overseeing events, programs, and operations at its new campus and visitor center. By late 2026, this position will prepare EA to open and operate the Esplanade’s new Smith Family Pavilion and Charlesbank Campus, which will include reservable spaces, a cafe, year-round programs, and EA’s main office. This role will enhance EA’s visitor welcome by establishing new Visitor Services protocols and staffing to manage visitor inquiries and welcome guests. The Director will supervise an Events Manager and existing Programs staff, and will hire a Facilities Manager and an additional programs team member. This position will also serve as the lead liaison with the Pavilion’s Cafe/Catering Partner and will approve external event rentals and sales activities. The role involves developing and executing protocols for welcome, orientation, safety, wellness, reservations, maintenance, and feedback for EA’s facilities and gatherings. Upon Campus opening, the Director will work with the Executive Director to refine operations and services to improve the visitor experience and build support for EA. The Director will build capacity in Visitor Services, Programs, and Events, collaborating with Development and External Relations teams to set and meet goals for the 25th anniversary and Campus opening celebrations. They will establish and oversee the Campus Calendar and valuation system for scheduling all on-site activities. As EA's primary liaison with the Cafe/Catering Operator, they will set procedures for seamless collaboration while adhering to EA standards. Leading the Programs staff, this role will enhance volunteer recruitment, corporate engagement, and program quality. The role requires flexible hours, including weekends, evenings, and some holidays. This Director role will bring exceptional energy, vision, EQ, and managerial experience to build strategic ideas, processes, trainings, and tracking that improve meaningful gatherings in and for the park and expand EA’s capacity to connect more people to the Esplanade.

Requirements

• B.A./B.S. or equivalent, with 7+ years of exceptional event and venue experience, ideally in a non-profit setting
• Experience in hiring, managing, and working closely with a diverse staff and volunteer pool
• Experience in overseeing the operation of, and visitor services for, an active public space
• Proven track record of reliability, punctuality, efficiency and tact, with ability to serve several people and distinct tasks simultaneously with grace.
• Demonstrated capacity to effectively collaborate with internal and external staff and vendors, direct volunteers, and interact with the public professionally, with a commitment to a positive public experience.
• Proficient in Microsoft Office Suite and basic accounting procedures for reconciliations and deposits
• Attention to detail to deliver accurate monthly forecasts and annual budgets of revenue and expenses.
• Networks (potential vendors, clients, attendees) to oversee innovative unforgettable events
• Knowledge of the Charles River Esplanade and passion for parks, historic landmarks, recreation, culture, education, greenspace and sustainability a plus
• Bilingual or multilingual skills a plus

Responsibilities

• Design and implement a comprehensive visitor services strategy that ensures a welcoming, safe, and engaging experience for all park users, with all services reflecting EA’s standards for accessibility and inclusion.
• Establish systems for tracking visitor experience metrics, including surveys, usage data, and service outcomes.
• Partner with the Executive Director to continuously refine campus operations based on data and feedback.
• Maintain knowledge of all park programs, and events—by EA or otherwise—to provide accurate information, in coordination with EA Communications staff’s newsletter, IG, and posted signage.
• Monitor visitor numbers, trends, common questions for business data or FAQs
• Collect visitor feedback live and track contents of EA’s suggestion box on community needs/desires/ideas.
• Serve as EA’s point-of-sale marketing on ways to support EA, as a volunteer, friend, advocate, partner or donor.
• In coordination with Finance and Programs teams, enable access to and track EA inventory for short-term activity use (recreational equipment) as well as purchase (EA hats, umbrellas, maps, postcards, etc.)
• Maintain inventory and manage supply needs, including recreational inventory, merchandise, uniforms, and safety kits.
• Prepare the annual Visitor Services budget and generate regular financial reports.
• With the Executive Director, serve as Staff Liaison for the EA Board Campus Operations Committee
• Send daily briefs on Charlesbank activity (attendance from day prior, incident reports, upcoming reservations)
• Lead organizational readiness for the opening and ongoing operations of the Smith Family Pavilion & Charlesbank Campus.
• Collaborate on planning and execution of EA’s 25th Anniversary and Campus Opening celebrations.
• Develop operational workflows for shared spaces, including scheduling, maintenance coordination, and visitor flow.
• Collaborate across teams to integrate campus operations into EA’s broader programming, development, and administrative functions.
• Oversee implementation of systems for reservations, rentals, and space utilization.
• Define and document policies and procedures as they relate to EA Visitor Services in a FAQ handbook.
• Support recruitment and onboarding of new Volunteer Ambassadors and EA Staff in partnership with HR.
• Develop and manage schedules of Volunteers and EA Staff to ensure full weekly coverage of the welcome desk.
• Design and lead onboarding and ongoing training programs for Volunteer Ambassadors & all EA Staff, focusing on visitor engagement and customer service best practices, health, safety, and emergency response protocols and Esplanade policies, amenities and history.
• With the Facilities Manager, draft and continuously refine a Campus and Pavilion emergency response plan and procedures for events, keep current with latest code regulations or best practices; and oversee documentation of facility incidents: utility systems issues, equipment failure, site accidents, necessary repairs, ADA compliance, janitorial, security or snow or trash removal vendor concerns, etc.
• Oversee all EA events, external rentals, and public bookings to ensure alignment with organizational goals and visitor experience standards.
• With the Events Manager, guide execution of a seamless, high-quality events portfolio.
• Establish and manage a centralized Campus Calendar and valuation system for prioritizing and scheduling events and rentals.
• Approve external event rentals and coordinate with internal stakeholders (Programs, Development, Administration) on scheduling and logistics.
• Collaborate with Development & External Relations to ensure events support cultivation, engagement, and revenue goals.
• Remain current on local nonprofit events and keep senior leadership informed of potential external issues or market trends that may impact rental and reservation forecasts or planned events outcomes.
• Serve as EA’s primary liaison and negotiator with the Pavilion’s Café/Catering Partner.
• Set standards and processes for collaboration between EA staff, vendors, and catering partner.
• Oversee coordination with external vendors (AV, tenting, furniture, décor, entertainment) to ensure quality and consistency.
• Track and report to the Executive Director and Director of Finance the Operator’s quarterly revenue and trends, capital and maintenance spending updates, and any other partnership items, in keeping with the Cafe/Catering Concessions Agreement Terms.
• Lead and expand EA’s public programs in alignment with new campus capabilities.
• Supervise Programs staff and hire an additional team member focused on stage production, recreational tournaments, and educational programming.
• Strengthen partnerships with community organizations, corporate groups, and program collaborators.
• Ensure all partnerships align with EA’s mission, operational standards, and visitor experience goals.
• Ensure programs are inclusive, diverse, and reflective of the Esplanade’s broad user base
• Lead the Visitor Services Department, which will consist of a Sr Manager of Programs & Partnerships, a Volunteer & Sustainability coordinator, a new Events Manager, Facilities Manager and Programs Manager for campus-focused programming, and a volunteer ambassador corps growing from 15 to over 30.
• Provide leadership, coaching, and performance management for direct reports, fostering a culture of collaboration, accountability, and service excellence.
• Develop internal systems, reporting structures, and workflows to support team efficiency and growth.
• Lead the Events Manager and Facilities Manager to ensure smooth alignment between third-party activities and public visitor access and lead the Programs team on alignment between EA activities and public visitor access.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Health savings account with $2,500 EA contribution for those enrolled in EA health plan
• Commuter benefits, pre-tax deduction up to $300/month
• Paid professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior