Visitor Services Assistant Manager

9/11 Memorial & Museum•New York, NY

6d•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 ability to oversee multiple zones simultaneously. Managers are expected to be onsite during all operating hours. This role will have an irregular workweek with an expectation to work holidays, weekends, and peak visitation days, including the week between Christmas and New Year’s Day. 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
Experience with Gateway ticketing or similar ticketing platforms

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
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 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
Experience with public speaking, staff training, and leading by example
Assumes responsibility and act 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