Manager of Programs and Experience

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

Job Title: Manager of Programs and Experience
Department: Guest Experience
Reports To: Director of Programs and Experience
Location: Onsite, 300 West Broad Street, Columbus, OH, 43215
Employment Classification: Full-Time
Salary Range: $65,000-$70,000

About NVMM

The National Veterans Memorial and Museum (NVMM) serves as a national home of honor and remembrance for Veterans of all branches and eras throughout our nation’s history. Unlike a traditional war memorial or military museum, NVMM offers a powerful, personal experience in a narrative journey of individual and collective Veteran stories. Founded in 2018, our mission is To honor Veterans, elevate their stories, and amplify the power of service for everyone, everywhere.

Position Overview

The Manager of Programs and Experience provides functional leadership for NVMM’s guest experience operations, ensuring alignment with the Museum’s mission and strategic priorities. The Manager oversees daily operations while remaining hands‑on in program delivery, Guest engagement, and operational problem‑solving. The Manager leads and develops the Guest Experience Supervisor and Associates fostering collaboration across departments and a consistent, welcoming experience for all audiences. Responsibilities extend beyond the Welcome Desk to include onsite and offsite programs, group tours, event support, volunteer engagement, and other mission‑aligned initiatives. The Manager deploys team resources based on operational needs and partners with the Director of Programs & Experiences and colleagues across NVMM to coordinate priorities and strengthen execution.

Essential Job Responsibilities

• Program & Experiences Operations
  • Coordinate day‑to‑day Guest experience operations across the Museum, using the Welcome Desk as an important point of service while ensuring staff are also available throughout public spaces, galleries, group visits, programs, and events.
  • Establish and reinforce consistent service standards, operating procedures, and expectations for Guest interactions, admissions, questions, and issue resolution.
  • Assess Guest flow, program and event needs, staffing coverage, service quality, and operational priorities; deploy and adjust team assignments across locations and activities, and communicate issues or emerging trends to the Director of Programs & Experience.
  • Respond to Guest concerns and service issues with sound judgment, resolving matters within established guidelines and escalating sensitive or complex situations appropriately.
  • Coordinate with Programs & Experience, Events, Membership, Advancement, Safety Services, and other teams to deliver connected guest‑facing support for daily Museum operations, group visits, public programs, special events, and offsite activities.
  • Lead museum tours and facilitate group visits for diverse audiences including school groups, children, adults, Veterans, seniors, and intergenerational groups.
  • Partner with the Director of Programs & Experiences to develop and implement training, standards, and approaches for tours, storytelling, and interpretive experiences.
  • Support the delivery of onsite and offsite programs, events, and other mission‑aligned experiences, adapting team assignments to meet guest and program needs.
  • Maintain current reference materials and procedures so Guest Experience Associates can provide accurate information about Museum operations, exhibitions, programs, events, memberships, services, and offsite engagement opportunities.
• Guest Experience Team Leadership & Development
  • Directly supervise and develop the Guest Experience Supervisor and Guest Experience Associates through onboarding, training, work direction, feedback, and performance management in partnership with the Director of Programs & Experience.
  • Build staff confidence and capability in tour leadership, storytelling, interpretive programming, group visit support, and guest engagement beyond the Welcome Desk.
  • Lead a flexible, team‑based approach in which staff contribute across Welcome Desk operations, tours, programs, and events based on operational needs.
  • Establish clear expectations and accountability for the Guest Experience Supervisor and Associates related to attendance, readiness, Guest service, teamwork, accuracy, professionalism, and adherence to Museum policies and procedures.
  • Provide regular coaching and practical development opportunities that build product knowledge, confidence, problem‑solving, and service recovery skills.
  • Coach and support the Guest Experience Supervisor in coordinating daily operations and developing Associates; monitor team performance, training needs, coverage gaps, and opportunities to improve staff effectiveness across the Welcome Desk, Museum spaces, programs, and events.
  • Partner with the Volunteer Program and engage volunteers who support tours, programs, group visits, and guest experience activities. Help prepare and develop volunteers to deliver welcoming, accurate, and mission‑centered experiences.
  • Foster a welcoming, accountable, collaborative team environment that reflects NVMM’s mission and values.
• Welcome Desk Cash Handling & Deposits
  • Oversee and perform Welcome Desk cash‑handling procedures in accordance with NVMM financial controls and established procedures.
  • Count and reconcile cash drawers and other applicable receipts; verify totals against point‑of‑sale or transaction records and document discrepancies promptly.
  • Prepare and secure deposit bags, complete required deposit documentation, and ensure deposits are accurate and ready for delivery.
  • Safely transport and deliver prepared deposit bags directly to the designated bank, following established security and chain‑of‑custody procedures.
  • Maintain accurate records of cash counts, reconciliations, deposits, and discrepancies; promptly report variances or irregularities to the Director of Programs & Experience.
  • Ensure Guest Experience Associates who handle transactions are trained on applicable procedures, internal controls, and expectations for secure handling of funds.
  • Protect cash, payment information, and related records; follow NVMM procedures for access, storage, confidentiality, and incident reporting.
• Operational Coordination & Continuous Improvement
  • Maintain accurate operational records, shift notes, incident documentation, and other records needed for continuity and accountability.
  • Identify recurring Guest questions, service challenges, process gaps, and opportunities to improve workflows and the overall experience across the Welcome Desk, Museum spaces, programs, events, and offsite engagement.
  • Support the implementation of updated procedures, systems, signage, and guest communications across onsite and offsite activities in coordination with relevant departments.
  • Assist with tracking relevant operational measures, guest feedback, staffing needs, and transaction or deposit issues; provide updates and recommendations to the Director.
  • Coordinate and provide operational support for onsite and offsite Museum programs and events as needed. This may include guest welcome and direction, group and participant support, staffing coordination, setup or breakdown assistance, and collaboration with event or program leads. Ensure team assignments reflect the needs of each activity rather than defaulting staff to the Welcome Desk.
• Collaboration & Mission Alignment
  • Represent NVMM in a professional, welcoming manner and help guests connect with the Museum’s mission, exhibitions, programs, and opportunities to engage.
  • Build effective working relationships across departments to support a coordinated guest experience and timely resolution of operational issues.
  • Model NVMM’s values through respectful communication, sound judgment, service, collaboration, and accountability.
  • Perform other duties as assigned in support of Museum operations and organizational priorities.

Qualifications

Military Veterans, transitioning service members, and military spouses are encouraged to apply. Military experience (leadership, logistics, operations, communications, security, technical roles) is recognized as equivalent to relevant civilian experience. If your MOS/AFSC/Rating aligns with this role, we invite you to apply even if you do not meet every listed qualification.

Relocation assistance is not available for this position. Candidates must be able to work onsite in Columbus, OH.

Required

• High school diploma or equivalent.
• Demonstrated experience in guest services, customer service, visitor operations, retail, hospitality, or a comparable public‑facing environment.
• Experience using customer relationship management systems (CRMs) to manage guest, customer, member, or constituent information.
• Experience in guest services, program operations, events, or a related field.
• Experience providing day‑to‑day direction, coaching, training, or supervision to staff.
• Strong interpersonal and communication skills, with a demonstrated ability to respond professionally to a wide range of guest needs.
• Strong attention to detail and demonstrated ability to follow procedures, maintain accurate records, and handle transactions or funds responsibly.
• Ability to maintain confidentiality, follow financial controls, and promptly communicate discrepancies or operational concerns.
• Sound judgment, problem‑solving, and conflict‑resolution skills in a fast‑paced environment.
• Strong organizational skills and the ability to manage competing priorities while remaining calm and responsive.
• Proficiency with Microsoft Office or similar tools and ability to learn point‑of‑sale, visitor services, scheduling, and other Museum systems.

Preferred

• Bachelor’s or master’s degree in a related field, or equivalent relevant experience.
• Experience with Tessitura or similar ticketing, membership, and constituent management platforms.
• Experience in a museum, cultural institution, nonprofit, educational organization, or other mission-driven environment.
• Experience leading tours, facilitating group experiences, or delivering interpretive programming in a museum, cultural institution, or similar setting.
• Experience engaging, training, or coordinating volunteers in support of programs, tours, events, or guest services.
• Experience leading multiple functional areas or programs with interconnected operational responsibilities.
• Experience with organizational planning, change management, or organizational development.
• Experience using data and evaluation to inform program strategy and resource decisions.
• Experience with CRM, audience tracking, learning management, or other program management systems.
• Experience developing innovative educational, community, or visitor experiences.
• Fluency in more than one language.

Work Environment and Physical Requirements

• Work takes place across the Museum and may include offsite community programs, events, and other mission-related activities; the Welcome Desk is one work location among several.
• Requires regular in‑person interaction with Guests, staff, and partners in a public‑facing environment.
• Periods of sitting, working at a computer, participating in meetings, and reviewing documents.
• Periods of standing and walking including moving between the Welcome Desk, galleries, public spaces, event areas, and other work locations as needed.
• Hybrid environment that includes office-based work, event spaces, and occasional outdoor settings.
• Oc casional standing, walking, and lifting of materials up to 20 pounds may be required in support of programs or events.
• Some evening, weekend, and holiday work may be required to support institutional priorities, special events, or operational needs.
• Travel as needed for administrative responsibilities, implementation and promotion of programs and experiences.

Compensation & Benefits

Full‑Time employees are eligible for a comprehensive benefits package designed to support their well‑being and that of their family. It includes paid time off, paid holidays, medical/dental/vision insurances, life and disability insurances, retirement savings plans, and an Employee Assistance Program.

EEO Statement

We are an Equal Opportunity Employer, committed to fostering a diverse and inclusive team. We do not discriminate against any employee or applicant based on actual or perceived characteristics protected by applicable federal, state, or local laws.