Director of Visitor Experience & Accessibility

The New York Historical; New York (NY); On-site; USD 113,000 - 138,000; Full time

Job summary

The New York Historical in Manhattan seeks a Director of Visitor Services to spearhead visitor-facing operations and accessibility initiatives, aligning frontline services with the museum's mission to broaden understanding of American history.

This is a full-time, on-site role at Central Park West, requiring weekend, holiday, and evening work; you will manage admissions, memberships, staff, and programs to deliver inclusive, high-quality visitor experiences and outstanding customer service.

Qualifications

• 7-10 years of relevant work experience, including at least 5 years of strong management experience.
• Demonstrated ability to anticipate visitor needs and implement accessibility-forward solutions.
• Experience working with individuals from diverse backgrounds.
• Strong operational and financial management skills, including budget oversight.
• Excellent interpersonal, communication, and collaboration abilities across all levels of the institution.

Responsibilities

• Lead, manage, and train a team of visitor services staff and managers with coaching and development.
• Oversee admissions, membership, coat check, switchboard, ticketing, and group sales; manage cash handling and ticketing systems (Tessitura).
• Manage team schedules to ensure sufficient coverage for visitor and operational needs.
• Maintain presence in the lobby and visitor-facing areas, delivering superior customer service.
• Oversee docent and explainer volunteer programs and group sales marketing, execution, and visitor experience.
• Collaborate with Development and External Affairs to grow membership and ensure accurate visitor information.
• Coordinate across departments to keep staff informed about content and programs.
• Track attendance and generate management reports on visitor experience and accessibility.
• Stay updated on accessibility standards and signage; ensure staff training for visitors with disabilities.
• Stay current on visitor experience trends, security, health and safety, and crowd management.
• Represent the institution in inter-museum committees and share best practices.
• Additional duties as assigned.

Skills

Team leadership

Customer service

Communication

Budget management

Staff training

Tools

Tessitura

Excel

Job description

The New York Historical in Manhattan seeks a Director of Visitor Services to spearhead visitor-facing operations and accessibility initiatives, aligning frontline services with the museum's mission to broaden understanding of American history.

This is a full-time, on-site role at Central Park West, requiring weekend, holiday, and evening work; you will manage admissions, memberships, staff, and programs to deliver inclusive, high-quality visitor experiences and outstanding customer service.