Director of Visitor Experience & Settlement Programs

Gables; Salem (MA); On-site; USD 78,000 - 86,000; Full time

Job summary

The Gables in Salem, MA is seeking a Director of Visitor Services and Settlement to lead all public-facing operations and the Settlement program serving immigrant communities on the North Shore. You will implement strategic priorities, develop budgets, and supervise a department of around 25 staff, including 4 management level roles, ensuring excellence in service.

Responsibilities include overseeing admissions, tours, museum education, accessibility, emergency protocols, and cross‑departmental

Qualifications

• A bachelor’s degree and 4 years experience in public history, museums, education, or a related field.
• Experience in customer service, preferably in a high‑traffic environment.
• Experience managing staff and budgets.
• Experience working with Blackbaud Altru or similar customer relationship management and point of sale software.
• Proficiency in Microsoft Office applications.
• Excellent interpersonal skills.
• Excellent organizational skills.
• Excellent oral and strong written communication skills; Spanish proficiency a plus.

Responsibilities

• Oversees the Visitor Services team and its operations, including admissions, guided tours, and museum education; oversees Settlement operations; sets annual goals aligned with strategic plan.
• Directs site operations with a focus on visitor experience, capacity limits, accessibility, and emergency protocols.
• Manages human resources in assigned areas in coordination with administrative staff and managers.
• Oversees and directs team members; manages performance and conducts coaching and disciplinary actions.
• Works with managers to ensure trained frontline year-round; oversees schedules, vacations, and PTO.
• Communicates organizational updates and priorities clearly through meetings and written/electronic means.
• Develops and implements public programs and classes, projects, and special initiatives; oversees educational and interpretive programs.
• Leads cross-departmental teams and serves as staff liaison for Community Engagement Committee of the Board of Trustees.
• Develops workplans with objectives, staffing, scheduling, audience engagement, marketing, budgeting, and funding.
• Represents the organization at speaking engagements, workshops, receptions, and community meetings.
• Performs related duties, including visitor-facing roles such as manager on duty, admissions, store clerk, or historical interpreter.

Skills

Customer service

Staff management

Budget management

Interpersonal skills

Organizational skills

Oral and written communication

Spanish language proficiency

Education

Bachelor's degree in public history, museums, education, or related field

Tools

Microsoft Office

Blackbaud Altru

Job description

The Gables in Salem, MA is seeking a Director of Visitor Services and Settlement to lead all public-facing operations and the Settlement program serving immigrant communities on the North Shore. You will implement strategic priorities, develop budgets, and supervise a department of around 25 staff, including 4 management level roles, ensuring excellence in service.

Responsibilities include overseeing admissions, tours, museum education, accessibility, emergency protocols, and cross‑departmental