Head of Visitor Experience & Programs

Wave Hill; New York (NY); On-site; USD 72,000 - 88,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K and pension

Paid time-off

Job summary

Wave Hill in New York, NY is seeking an experienced Visitor Experience Manager to supervise front-line teams and ensure a welcoming visitor experience. You will coordinate programs, manage staff, and contribute to safety and communications across departments.

The role requires strong leadership, a background in hospitality or museum settings, and a flexible schedule including evenings and weekends. Salary is competitive with comprehensive benefits and opportunities for strategic initiatives.

Qualifications

• Strong customer service and operations background with at least 5 years of supervisory or management experience, preferably in a museum, garden, or hospitality setting.
• Decisive and personable with the ability to handle challenging situations with calm and grace while affirming institutional policies and procedures.
• Strong interpersonal, supervisory and communication skills essential.
• Demonstrated commitment to providing exceptional customer service and creating positive visitor experiences.
• Knowledge of Microsoft office suite required.
• Experience with CMS/database systems a plus.
• Flexible schedule to include evenings, weekends, and holidays.
• Bachelor’s degree preferred.
• Valid driver’s license.

Responsibilities

• Supervise both full and part-time employees. Direct reports include the Manager of Visitor Experience, the Security Supervisor, two Visitor Experience Coordinators, and the greeter team.
• Provide the department with regular organizational updates on policy, procedures, visitor complaints, or special requests, and ensures that information is communicated to the rest of the Visitor Experience team.
• Develop and deliver customer service training for frontline staff to ensure a welcoming and engaging visitor experience.
• Oversee the daily logistical coordination of all activities on the grounds with the Manager of Visitor Experience and Security Supervisor, including public programs, special events, and rental activities to ensure that all activities contribute to the total fulfillment of the visitor experience.
• Work in collaboration with the Marketing department to create visitor communications, promotional materials, and site-wide signage.
• Serve as a member of Safety Committee and assist Security Supervisor in overseeing and implementing safety and security procedures.
• Prepare weekly reports and visitor statistical analysis.
• Support the Senior Director with special projects, strategic Initiative, and operational improvements.
• Serve as Acting Director of Visitor Service in the Senior Director's absence.

Skills

Customer service

Supervisory experience

Interpersonal skills

Communication skills

Flexible schedule

Education

Bachelor’s degree preferred

Tools

Microsoft Office

CMS/database systems

Job description

Wave Hill in New York, NY is seeking an experienced Visitor Experience Manager to supervise front-line teams and ensure a welcoming visitor experience. You will coordinate programs, manage staff, and contribute to safety and communications across departments.

The role requires strong leadership, a background in hospitality or museum settings, and a flexible schedule including evenings and weekends. Salary is competitive with comprehensive benefits and opportunities for strategic initiatives.