Visitor Services Assistant Manager

9/11 Memorial & Museum•New York, NY

11h•$70,000 - $72,000•Onsite

About The Position

The Visitor Services Assistant 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, Reservations, 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, visitor correspondence, and people management. While these responsibilities are shared among the management team, each leader is expected to contribute their unique skills to ensure the success, efficiency, and effectiveness of department operations. The leader who fills this role must have superior customer service instincts and experience managing multiple inboxes for stakeholder correspondence. 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 Sunday- Thursday workweek. NOTE: This position requires a cover letter for consideration. Applications without a cover letter will not be considered.

Requirements

At least 3 years of supervisory experience managing visitor-facing teams, ideally within museums, cultural institutions, or the tourism sector.
Cash handling and POS experience.
Demonstrated ability to take ownership of responsibilities and exercise sound judgment in a fast-paced environment.
Excellent interpersonal and communication skills with the ability to interact effectively with visitors, staff, and cross-departmental partners.

Nice To Haves

Experience managing projects or operational initiatives that require coordination across teams and follow-through from planning through completion preferred.
Experience with Gateway ticketing or similar ticketing platforms preferred.

Responsibilities

Maintain a visible presence on the floor and provide operational support to 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.
Utilize strong problem-solving and critical thinking skills to navigate complex or challenging situations with professionalism and diplomacy.
Commit to creating an iterative culture with an eye toward continued progress and improvement.
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.
Experience with public speaking, staff training, and leading by example.
Assumes responsibility and acts with authority and accountability.
Be a self-starter, comfortable working both independently and collaboratively with various teams.
Maintain flexibility to work non-traditional hours as required by operational needs.
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.
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.