Chief of Visitor Experience & Center Operations

Philadelphia Visitor Center Corporation; Philadelphia (Philadelphia County); On-site; USD 120,000 - 150,000; Full time

Job summary

The Philadelphia Visitor Center Corporation is seeking an Associate Vice President, Visitor Services & Experience to lead a network of visitor centers with 5+ managers and 30+ staff, volunteers and seasonal workers. You will shape service standards, staff development, scheduling, and partner relationships to deliver welcoming, memorable experiences for visitors.

You will mentor site managers, drive engagement, manage partnerships and ticket/itinerary information, and collaborate with the

Qualifications

• 5+ years of experience in the tourism, hospitality or visitor services sectors.
• Bachelor's degree or equivalent work experience preferred.
• Demonstrated success building and leading high-performing teams across multiple sites.

Responsibilities

• Oversee daily visitor-facing operations for the organization’s portfolio of 5+ visitor centers and temporary pop-ups.
• Lead, direct, and mentor managers to ensure outstanding visitor experience operations at each site.
• Set direction and accountability for the Visitor Services Management team and establish consistent operational practices.
• Oversee recruitment, onboarding, training, retention, and development strategies for Visitor Services staff and volunteers.
• Develop and manage an annual training program for visitor services managers and staff.

Skills

Leadership

People management

Customer service

Multi-site operations

Communication

Conflict resolution

Education

Bachelor's Degree or equivalent

Tools

POS systems

CRM databases

CMS systems

Ticketing platforms

Scheduling tools

Job description

The Philadelphia Visitor Center Corporation is seeking an Associate Vice President, Visitor Services & Experience to lead a network of visitor centers with 5+ managers and 30+ staff, volunteers and seasonal workers. You will shape service standards, staff development, scheduling, and partner relationships to deliver welcoming, memorable experiences for visitors.

You will mentor site managers, drive engagement, manage partnerships and ticket/itinerary information, and collaborate with the