Manager of Programs and Experience

National Veterans Memorial and Museum•Columbus, OH

11d•$65,000 - $70,000•Onsite

About The Position

The Manager of Programs and Experience provides functional leadership for the National Veterans Memorial and Museum’s guest experience operations, ensuring alignment with the Museum’s mission and strategic priorities. The Manager oversees daily operations while remaining hands-on in program delivery, guest engagement, and operational problem-solving. The role leads and develops the Guest Experience Supervisor and Associates, fosters collaboration across departments, and supports a consistent, welcoming experience for all audiences. Responsibilities extend beyond the Welcome Desk to onsite and offsite programs, group tours, event support, volunteer engagement, and other mission-aligned initiatives. The Manager deploys team resources based on operational needs and partners with the Director of Programs and Experience and colleagues across the Museum to coordinate priorities and strengthen execution. This is a full-time, onsite position in Columbus, Ohio, with work across Museum spaces and occasional offsite locations.

Requirements

High school diploma or equivalent.
Demonstrated experience in guest services, customer service, visitor operations, retail, hospitality, or a comparable public-facing environment.
Experience using customer relationship management systems (CRMs) to manage guest, customer, member, or constituent information.
Experience in guest services, program operations, events, or a related field.
Experience providing day-to-day direction, coaching, training, or supervision to staff.
Strong interpersonal and communication skills, with the ability to respond professionally to a wide range of guest needs.
Strong attention to detail and ability to follow procedures, maintain accurate records, and responsibly handle transactions or funds.
Ability to maintain confidentiality, follow financial controls, and promptly communicate discrepancies or operational concerns.
Sound judgment, problem-solving, and conflict-resolution skills in a fast-paced environment.
Strong organizational skills and ability to manage competing priorities while remaining calm and responsive.
Proficiency with Microsoft Office or similar tools and ability to learn point-of-sale, visitor services, scheduling, and other Museum systems.
Ability to work onsite in Columbus, Ohio; relocation assistance is not available.

Nice To Haves

Bachelor’s or master’s degree in a related field, or equivalent relevant experience.
Experience with Tessitura or similar ticketing, membership, and constituent management platforms.
Experience in a museum, cultural institution, nonprofit, educational organization, or other mission-driven environment.
Experience leading tours, facilitating group experiences, or delivering interpretive programming in a museum, cultural institution, or similar setting.
Experience engaging, training, or coordinating volunteers in support of programs, tours, events, or guest services.
Experience leading multiple functional areas or programs with interconnected operational responsibilities.
Experience with organizational planning, change management, or organizational development.
Experience using data and evaluation to inform program strategy and resource decisions.
Experience using CRM, audience tracking, learning management, or other program management systems.
Experience developing innovative educational, community, or visitor experiences.
Fluency in more than one language.
Military experience in leadership, logistics, operations, communications, security, or technical roles is recognized as equivalent to relevant civilian experience; Veterans, transitioning service members, and military spouses are encouraged to apply.

Responsibilities

Coordinate day-to-day guest experience operations across the Museum, including the Welcome Desk, public spaces, galleries, group visits, programs, and events.
Establish and reinforce service standards, operating procedures, and expectations for guest interactions, admissions, questions, and issue resolution.
Assess guest flow, program and event needs, staffing coverage, service quality, and operational priorities; adjust team assignments and communicate issues or trends to the Director.
Respond to guest concerns, resolving matters within established guidelines and escalating sensitive or complex situations appropriately.
Coordinate with internal teams to support daily operations, group visits, public programs, special events, and offsite activities.
Lead museum tours and facilitate group visits for diverse audiences.
Partner with the Director to develop and implement training, standards, and approaches for tours, storytelling, and interpretive experiences.
Support onsite and offsite programs, events, and other mission-aligned experiences, adapting team assignments to guest and program needs.
Maintain current reference materials and procedures so staff can provide accurate information about Museum operations, exhibitions, programs, events, memberships, services, and offsite opportunities.
Supervise and develop the Guest Experience Supervisor and Associates through onboarding, training, work direction, feedback, and performance management.
Build staff capability in tour leadership, storytelling, interpretive programming, group visit support, and guest engagement beyond the Welcome Desk.
Set clear expectations and accountability for attendance, readiness, guest service, teamwork, accuracy, professionalism, and adherence to Museum policies and procedures.
Provide coaching and development opportunities to build product knowledge, confidence, problem-solving, and service recovery skills.
Support the Guest Experience Supervisor in coordinating daily operations and developing Associates; monitor performance, training needs, coverage gaps, and opportunities to improve effectiveness.
Partner with the Volunteer Program and engage, prepare, and develop volunteers who support tours, programs, group visits, and guest experience activities.
Foster a welcoming, accountable, collaborative team environment that reflects the Museum’s mission and values.
Oversee and perform Welcome Desk cash-handling procedures in accordance with financial controls and established procedures.
Count and reconcile cash drawers and receipts, verify totals against transaction records, and promptly document discrepancies.
Prepare and secure deposit bags, complete deposit documentation, and ensure deposits are accurate and ready for delivery.
Transport and deliver prepared deposit bags directly to the designated bank, following security and chain-of-custody procedures.
Maintain accurate records of cash counts, reconciliations, deposits, and discrepancies, and promptly report variances or irregularities to the Director.
Train Associates who handle transactions on procedures, internal controls, and secure handling of funds.
Protect cash, payment information, and related records by following procedures for access, storage, confidentiality, and incident reporting.
Maintain operational records, shift notes, incident documentation, and other records needed for continuity and accountability.
Identify recurring guest questions, service challenges, process gaps, and opportunities to improve workflows and the overall experience.
Support updated procedures, systems, signage, and guest communications in coordination with relevant departments.
Assist with tracking operational measures, guest feedback, staffing needs, and transaction or deposit issues; provide updates and recommendations to the Director.
Provide operational support for onsite and offsite programs and events, including guest welcome and direction, participant support, staffing coordination, setup or breakdown, and collaboration with event or program leads.
Represent the Museum professionally and help guests connect with its mission, exhibitions, programs, and engagement opportunities.
Build effective working relationships across departments and model respectful communication, sound judgment, service, collaboration, and accountability.
Perform other duties as assigned in support of Museum operations and organizational priorities.