Vice President | Experiences & Attractions

Jamestown•New York, NY

18d•$215,000 - $230,000•Onsite

About The Position

The Vice President, Experiences & Attractions owns the day-to-day operations, guest experience, and commercial performance of guest-facing experiences at One Times Square. Reporting to the SVP/GM, the VP sets operating standards, builds and leads the team, and is accountable for guest satisfaction, revenue, margin, and safety. The role has responsibility across venue operations, guest experience, team leadership, financial management, and vendor partnerships, with the goal of making each experience a must-visit New York City destination. This is a hands-on leadership role that combines operations, guest-experience leadership, and business growth. The VP works closely with the heads of Financial and Technology Operations and Marketing & Revenue, and partners with the Wedding and Event Business to ensure that delivery meets what is sold. The VP develops and executes strategic plans and service standards; oversees daily attraction operations, facilities, compliance, risk, staffing, ticketing, admissions, and box office activities; and collaborates with Security and Property Management on crowd flow and building access. The role designs and monitors the guest experience, builds feedback and service-recovery systems, and uses satisfaction measures and operating data to guide improvements. The VP manages budgets, forecasts, labor, margins, revenue, contracts, procurement, and vendor relationships. The role collaborates with Marketing and Revenue Management on promotions, partnerships, public relations, and capacity optimization; hires and develops service teams and managers; and coordinates with event partners and internal functions on openings, build-outs, and building-wide initiatives. The position is based at One Times Square in a fast-paced, dynamic attractions environment, with regular walking and standing. Schedules may flex to meet operating needs and include evenings, weekends, holidays, special events, and occasional travel. The role requires flexibility to work major events, including New Year's Eve.

Requirements

10+ years of progressive operations leadership at a high-volume attraction, museum, immersive venue, theme park, retail, or hospitality property, including 5+ years at the General Manager or senior leadership level.
Proven success running high-volume, premium-service destinations in a dense urban environment; 1M+ annual visitors preferred.
Full P&L ownership and strong budgeting, forecasting, labor, and cost-control skills.
Hands-on experience with ticketing systems and box office best practices.
Track record of improving guest satisfaction, reviews, and repeat visits.
Experience launching new experiences or business lines from concept through opening and stabilization.
Experience building inventory and replenishment systems for food or retail environments; familiarity with NYC food handling requirements.
Strong leadership, organizational, and communication skills, with sound judgment in ambiguous, fast-moving situations.
Demonstrated success leading and engaging large, diverse frontline teams.
Proficiency with venue software, POS systems, Microsoft Office, CRM, and survey tools; ability to work with dashboards and operational data.
Collaborative, energetic leadership style, with comfort working both on the floor with the team and with ownership.
Ability to stand and walk for extended periods and lift up to 50 lbs.
Flexibility to work evenings, weekends, holidays, and major events, including New Year's Eve.

Nice To Haves

Bachelor's degree in hospitality, business, or a related field, or equivalent work experience.
Experience operating a destination with 1M+ annual visitors.
Multilingual skills.

Responsibilities

Develop and execute strategic plans to establish each experience as a top-tier, must-see attraction.
Translate brand standards into guest-facing service delivery and develop the service vision for One Times Square.
Partner with Marketing to evolve offerings and optimize growth.
Lead daily operations across experiences, setting standards, procedures, and accountability from opening through close.
Build operating playbooks, standard operating procedures, and checklists that can scale as new experiences launch.
Lead cross-functional operations across attractions and experiences.
Keep facilities show-ready, including cleanliness, safety, compliance, and vendor management.
Ensure compliance with NYC food handling requirements and applicable health, safety, accessibility, insurance, and licensing rules.
Manage operational risk and business continuity, including product spoilage and damage, and maintain and drill emergency and crisis plans.
Own labor strategy, including scheduling, staffing models, cost controls, and peak-event surge planning, including New Year's Eve.
Oversee ticketing, admissions, and box office operations in accordance with best practices.
Partner with Security and Property Management on crowd flow and building access.
Define and protect the guest experience at every touchpoint, and foster personal, meaningful guest interactions.
Build feedback mechanisms, including reviews, surveys, mystery shops, and real-time service recovery.
Track NPS, review ratings, complaint resolution, and repeat visits, and act on findings.
Train and empower staff to anticipate guest needs and exceed expectations.
Manage budgets, forecasts, labor, margins, and reporting.
Drive revenue through booking conversion and upselling premium experiences.
Manage contracts, procurement, and vendor relationships for quality and cost efficiency.
Use dashboards and data to identify trends and make timely decisions.
Collaborate with Marketing and Revenue Management on advertising, PR, partnerships, and capacity optimization.
Support promotional campaigns, influencer activations, and media opportunities.
Partner with the Wedding and Event business to ensure delivery matches what is sold.
Hire, train, and develop a high-performing service team and a strong bench of managers.
Run an employee engagement program and foster a collaborative, inclusive, positive culture.
Lead with integrity, set clear expectations, provide honest feedback, and recognize employees.
Manage relationships with wedding and event partners, operators, and outside agencies.
Collaborate with Legal, Asset Management, Finance, Technology & Business Systems, and Development & Construction on build-outs, openings, and building-wide initiatives.