As a monument to human dignity, courage, and sacrifice, the 9/11 Memorial & Museum honors the nearly 3,000 people killed in the terrorist attacks of September 11, 2001 and February 26, 1993, recognizes the courage of those who survived, and salutes those who risked their lives to help others.

The Visitor Services Manager is part of a larger management team that oversees the overall daily operation of the Visitor Services (“VS”) department which includes the Box Office, the Museum entry, on the Memorial Plaza and within the Museum. The VS Management team oversees the VS Supervisors, VS Associates and VS Volunteers to ensure visitors to the National September 11 Memorial & Museum have a safe, educational and beneficial experience.
The VS Manager is expected to have a wide range of proficiencies across all operational functions. These functions will include but are not limited to: scheduling, training, inventory/cash management & controls, volunteer management & payroll/human resources management. While many of these functions will be a shared responsibility of the entire VS Management Team, each member of the team will have a primary focus.
ESSENTIAL FUNCTIONS
Manage, motivate and develop the Visitor Services team to ensure the 9/11 Memorial & Museum visitor service standards are met.
- Hire and onboard new team members.
- Monitor staff performance and conduct appraisals as well as disciplinary meetings.
- Develop & administer staff training programs.
- Prepare daily operating plan including distribution of all relevant, accurate and updated information.
- Act as “Manager on Duty” for all Visitor Services Operations when scheduled.
-  Ensure all staff including volunteers are adhering to the 9/11 Memorial & Museum policies, procedures and systems.
- Work with VS Supervisors to maintain aesthetics both within the Museum & on the Memorial Plaza.
- Maintain presence in the operation including providing support for VS Supervisory team on the floor.
- Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory level.
- Work with other Museum departments on special projects or events.
- Handle a large variety of complex tasks and prioritize workflow in a fast-paced office environment.
- • Administer any other projects or functions, at the request of the Vice President, Visitor Services.
- • Performs other duties, as needed.
OTHER RESPONSIBILITIES
- Promote a healthy work environment for the Visitor Services department.
- Represent the Vice President, Visitor Services as required.
- Attend meetings as requested.

• Bachelor’s degree (or equivalent experience) is required.
• Experience with Gateway ticketing systems is preferred.
• Must have a minimum of three year’s visitor services management or supervisory experience at an attraction, point of destination or public venue.
• Project management experience is preferred.
• Ability to take responsibility and act with authority and accountability.
• Demonstrated track record of hiring, training, and motivating diverse staff and volunteers.
• Ability to work well independently as well as part of a team.
• A willingness to work non-traditional hours.
• Strong written and oral communication skills.
• Ability to manage a variety of tasks and determine priorities.
• Excellent attention to detail and well-organized.
• Hands-on leadership and strong motivational skills, coupled with a professional and flexible manner.
• Excellent people skills and ability to interact well with a wide range of people and personalities of all levels within and outside the 9/11 Memorial & Museum.
• Must 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. HOW TO APPLY
• Submit resume and cover letter to 911mmvsjobs@911memorial.org, with position title in subject field.
• Please indicate the location where job posting was seen.