Lead, Programs & Guest Experience

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

Job summary

National Veterans Memorial and Museum is seeking a Manager of Programs and Experience to lead guest experience operations onsite in Columbus, OH. This role oversees daily activities, tours, and program delivery while guiding the Guest Experience team to ensure a welcoming, mission-driven visitor experience.

The position emphasizes staff supervision, training, and cross‑department collaboration to support museum programs, events, and offsite activities.

Qualifications

• Experience in guest services, visitor operations, or hospitality.
• Experience providing day-to-day direction and supervision to staff.
• Strong interpersonal and communication skills in a fast-paced environment.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Coordinate day-to-day Guest experience operations across the Museum.
• Establish service standards, procedures, and expectations for guest interactions.
• Lead museum tours and group visits for diverse audiences.
• Develop training and coaching for tours, storytelling, and interpretive experiences.
• Oversee Welcome Desk operations, events, and offsite programs as needed.
• Collaborate with multiple departments to support programs and guest services.

Skills

Guest services

Staff supervision

Tours leadership

Program operations

Communication

Education

Bachelor’s or Master’s degree

Tools

CRM systems

Microsoft Office

Job description

National Veterans Memorial and Museum is seeking a Manager of Programs and Experience to lead guest experience operations onsite in Columbus, OH. This role oversees daily activities, tours, and program delivery while guiding the Guest Experience team to ensure a welcoming, mission-driven visitor experience.

The position emphasizes staff supervision, training, and cross‑department collaboration to support museum programs, events, and offsite activities.