Director of Visitor Services and Settlement

Salem Chamber; Salem (MA); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Salem Chamber seeks a Director of Visitor Services and Settlement to lead public-facing operations, admissions, tours, and educational programs for immigrant communities served by The Gables' Settlement. You will manage ~25 staff, develop annual goals, and ensure accessibility and safety while aligning with the organization’s strategic plan.

Responsibilities include budget oversight, program development with managers, cross-department collaboration, and representing the organization at public

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; ability to manage multiple projects.
• Experience working with Blackbaud Altru or similar CRM/POS software.
• Proficiency in Microsoft Office applications.
• Excellent interpersonal and organizational skills.
• Excellent oral and written communication; Spanish is a plus.

Responsibilities

• Oversees the Visitor Services and Settlement departments, setting annual goals aligned with the strategic plan.
• Directs site operations to maximize visitor experience, accessibility, and safety.
• Manages HR and budgets; coaches staff and oversees schedules.
• Develops and implements public programs and classes with managers.
• Represents the organization at community events and engagements.
• Maintains clear communication within the department and with leadership.

Skills

Communication

Customer service

Staff management

Budgeting

Microsoft Office

Spanish (plus)

Interpersonal skills

Organizational skills

Education

Bachelor's degree

4 years public history/museums/education experience

Tools

Blackbaud Altru

Job description

Director of Visitor Services and Settlement

General Summary

As a key member of the leadership team, the Director of Visitor Services and Settlement is responsible for all public-facing operations and programming. This includes adult education classes offered through The Gables' Settlement program, which serves immigrant communities on the North Shore. The position implements strategic priorities, develops and tracks departmental budgets, and manages special projects and programs in assigned areas. The Director of Visitor Services and Settlement oversees a department of approximately 25 full-time, part-time, and seasonal employees, and directly supervises 4 management-level employees. The position is expected to maintain high standards of excellence across all work and accomplish objectives independently.

Essential Job Functions

• Oversees the Visitor Services team and its operations, including admissions, guided tours, and museum education. Oversees the Settlement team and operations of the Immigration & Education Center. Develops annual goals for both teams in line with the strategic plan. Updates relevant policies, plans, procedures, and standards.
• Directs site operations with a focus on maximizing visitor experience, maintaining strict capacity limits, ensuring physical and intellectual accessibility, and leading execution of emergency protocols.
• Manages human resources in assigned areas, in coordination with administrative staff and managers.
  • Oversees and directs team members. Manages performance using established tools and procedures. Coaches and trains staff, taking disciplinary action when required.
  • Works with managers to ensure an appropriate level of trained frontline throughout the year. Oversees work schedules, including assignments, vacations, and personal time off.
  • Communicates organizational updates and priorities in a clear, transparent, and timely manner through department meetings, one-on-one meetings, electronic, written, and regular interpersonal communication
• With managers, develops and implements public programs and classes, projects, and special initiatives. Oversees the development and implementation of all educational and interpretive classes and programs.
• Leads and serves as a member on cross-departmental teams, including serving as staff liaison for the Community Engagement Committee of the Board of Trustees.
• Develops workplans for the department, including the establishment of objectives, scope, staffing, scheduling, audience engagement, marketing, budgeting, funding, etc.
• Represents the organization at speaking engagements, workshops, receptions, community meetings.
• Performs additional related duties as required, including working in visitor-facing roles such as manager on duty, admissions or store clerk, and historical interpreter.

Preparation, Knowledge, Skills and Abilities

• A bachelor's degree and 4 years experience in public history, museums, education, or a related field. Additional experience may be substituted for education on a year-for-year basis, and vice versa.
• Experience in customer service, preferably in a high-traffic environment. Ability to communicate effectively and courteously with the public and other staff members under pressure.
• Experience managing staff and budgets. Ability to simultaneously manage multiple projects with competing deadlines.
• 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 language proficiency a plus.

Supervisory Responsibility

Directly supervises the Communications and Marketing Manager, Museum Experience Manager, Visitor Services Manager, and Settlement Program Manager. Manages all Visitor Services and Settlement staff (12-25 individuals, varying seasonally) indirectly, through subordinate managers.

• Leads cross-departmental work teams.

Working Conditions/Physical Demands

• This position has a typical work week of Tuesday through Saturday, and will be required to periodically work nights and weekends.
• This position requires constant use of speech, hearing, and sight abilities.
• Must be able to climb stairs, including the secret staircase, and stand for at least one hour at a time.
• May need to kneel, bend, crouch, reach or stretch to perform daily tasks.
• May need to occasionally lift and carry moderate weight items weighing up to 25 pounds.