Director of Visitor Services

POSITION OVERVIEW

The Director of Visitor Services (the “Director”) will oversee all administrative, managerial, and performance-based aspects of the Visitor Services (“VS”) for the 9/11 Memorial (currently open and operating) and the 9/11 Memorial Museum (under construction/in development). This includes strategic planning and execution of VS goals as they relate to the overall mission of the Memorial and the functions of the Operations Department. The Director will be expected to proactively propose new ideas to improve and enhance the visitor experience. VS staff are responsible for directly facilitating a safe, educational and beneficial visitor experience and communicating the mission and message of the 9/11 Memorial & Museum.

ESSENTIAL FUNCTIONS

Organize and administer the overall operation of the VS division, and oversee the VS staff.

Develop and document all policies and procedures relevant to all VS operations.

Assemble and analyze relevant data, and prepare and deliver reports, detailing VS activities, to the EVP, Operations and other 9/11 Memorial & Museum management staff.

Develop and maintain budgets and budgetary goals as requested.

Ensure budget and responsibility performance targets are met and tracked via the development and implementation of a broad system of departmental and employee performance metrics, reporting products, and tracking systems.

Work with the Director of Security and his staff to implement and conduct periodic reviews of all security and emergency procedures.

Manage the recruiting and hiring of VS division personnel.

Oversee the development and coordination of all job-specific training and on-going education programs for the VS staff, including incorporating knowledgeable and appropriate background material in coordination with Museum Department staff.

Ensure that all VS staff maintain excellent visitor service standards and adhere to 9/11 Memorial & Museum policies, systems, and procedures.

Oversee the organization and administration of the VS volunteer program.

Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory level, including managing and responding to patron’s complaints regarding any ticket or admissions issues.

Relate visitors concerns about pricing, experience, and exhibits, as needed, to the EVP of Operations and other 9/11 Memorial & Museum management staff.

Work with the Director of Marketing & Reservations and their staff to improve ticketing or admissions practices based upon visitor feedback.

Assist any special interest groups, in order to provide a unique on-site experience for a select number of visitors.

Work with the Group Reservations staff to create a proactive environment and experience for any large groups or tours as they prepare to visit the 9/11 Memorial & Museum.

ADDITIONAL FUNCTIONS

Prepare periodic Committee/Executive-level reports, presentations, and/or agendas on budgeting, system performance, proposed improvements, and any necessary further analysis as needed.

Attend meetings as requested.

Handle a large variety of complex tasks and prioritizing workflow in a fast-paced office environment.

QUALIFICATIONS/SKILLS REQUIREMENTS

This position requires at least a Bachelor’s degree.

A minimum of five years’ equivalent management experience in public customer/visitor service.

Strong writing and communication skills are essential. Good working knowledge of Microsoft Word and Excel.

Customer service experience at the mid- or senior management level.

Project management experience would be beneficial.

Ability to recognize the importance of responsibility, authority and accountability.

A willingness to work non-traditional hours, think independently, take initiative, and meet deadlines.

Strong written and oral communication skills, proficiency in mathematics, excellent attention to detail, exceedingly well-organized, conflict resolution ability, leadership, team-building and motivational skills, and a professional and flexible manner.

Ability to interact well with a wide range of people and personalities of all levels within and outside the 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.

Multi-lingual applicants with fluency in any languages other than English are encouraged to apply.

General Information:

Full-time position.

We offer a competitive salary and full benefits package.

Schedule involves a five-day work week and some additional weekends as needed. Schedule will require a combination of early morning and late evening hours as well as some holidays.

Special Environmental Factors:

May occasionally require spending a significant amount of time on your feet and outside in all seasons and weather conditions.

HOW TO APPLY

Include job title in the email subject field.

Please state the location where job posting was seen.

Send cover letter and resume by 5/1/13 to administration@911memorial.org

Please visit our website at www.911memorial.org

The National September 11 Memorial and Museum at the World Trade Center

Foundation, Inc. is committed to workforce diversity. EEO.