Guest Experience Programs Lead

The National Veterans Memorial and Museum; Columbus (OH); On-site; USD 65,000 - 70,000; Full time

Job summary

The National Veterans Memorial and Museum in Columbus, OH seeks a Manager of Programs and Experience to lead guest experience operations and hands-on program delivery. You will supervise the Guest Experience Supervisor and Associates, ensuring welcoming, mission-aligned service across the Welcome Desk, tours, programs, and events.

You will collaborate with departments to standardize training, scheduling, and guest engagement, while maintaining strong financial controls and guest satisfaction in

Qualifications

• Experience in guest services, visitor operations, or a comparable public-facing environment.
• Experience using CRMs to manage guest information.
• Experience providing day-to-day direction, coaching, training, or supervision to staff.
• Proficiency with Microsoft Office or similar tools.
• Bachelor’s or master’s degree preferred.

Responsibilities

• Oversee Welcome Desk operations and staff across galleries and events.
• Set service standards, procedures, and expectations for guest interactions.
• Coordinate with multiple teams to support daily museum operations and programs.
• Lead tours and group visits for diverse audiences.
• Develop training and standards for tours and interpretive experiences.
• Support onsite and offsite programs, events, and guest experiences.
• Maintain reference materials and procedures for staff to provide accurate information.

Skills

Guest experience

Staff coaching

Staff scheduling

Customer service

Communication skills

Problem-solving

Attention to detail

Confidentiality & controls

Organization

CRM experience

Education

Bachelor’s degree in a related field

Tools

Microsoft Office

Tessitura

Job description

The National Veterans Memorial and Museum in Columbus, OH seeks a Manager of Programs and Experience to lead guest experience operations and hands-on program delivery. You will supervise the Guest Experience Supervisor and Associates, ensuring welcoming, mission-aligned service across the Welcome Desk, tours, programs, and events.

You will collaborate with departments to standardize training, scheduling, and guest engagement, while maintaining strong financial controls and guest satisfaction in