Remote Visitor Experience & Volunteer Programs Lead

Y-Axis; Milwaukee (WI); Remote; USD 70,000 - 90,000; Full time

Job summary

VISIT Milwaukee is seeking a Visitor Experience Manager to oversee the visitor experience and volunteer programs across the Greater Milwaukee area. You will manage visitor centers, train frontline staff, and enhance engagement with visitors and partners.

Role involves cross-department collaboration, exploring new tools, and maintaining an excellent online presence. A bachelor’s degree and 5+ years in management with hospitality or tourism experience are preferred.

Qualifications

• Bachelor’s degree in business, hospitality, marketing, communications, or related field.
• Minimum five years of related experience in a management position, including customer service, event activations, and supervisory experience.
• Equivalent combination of education and experience.
• Experience in tourism, hospitality or association industry preferred.
• Excellent knowledge of Greater Milwaukee area restaurants, hotels, and attractions.
• Proven ability to plan, execute, and measure visitor experience strategies.
• Strong leadership and volunteer management skills to recruit, train, and retain volunteers.
• Experience vetting third-party vendors and launching online programs.
• Experience with event planning and activations, customer service, call centers, research studies, and training programs.
• Ability to present to diverse audiences.

Responsibilities

• Manage the visitor experience program and develop visitor programming with the director to enhance the overall visitor experience.
• Identify opportunities and initiatives, collaborate cross-departmentally and with industry partners to deploy programs.
• Explore new tools and resources to support the visitor experience including digital kiosks, apps, and visitor-centric offerings.
• Oversee visitor centers at the convention center and airport; ensure material accuracy.
• Update operating procedures and standardize customer service expectations.
• Lead the visitor experience team: recruiting, hiring, training, and daily operations.
• Provide regular training on resources, city developments, and event details to staff.
• Maintain current, on-brand visitor content and online presence across social/online chat.
• Research tools and tech to keep Visit Milwaukee’s online resources best in class.
• Plan and conduct annual volunteer trainings and coordinate with partners and drivers.

Skills

Visitor Experience Management

Volunteer Management

Staff Training

Project Management

Budget Management

Event Planning

Customer Service

Strategic Planning

Public Speaking

Stakeholder Collaboration

Digital Tool Implementation

Grant Writing

Recruitment

Data Analysis

MS Office Suite

Adobe Solutions

Education

Bachelor’s degree in business, hospitality, marketing, communications, or related field

Tools

MS Office Suite

Adobe Solutions

Job description

VISIT Milwaukee is seeking a Visitor Experience Manager to oversee the visitor experience and volunteer programs across the Greater Milwaukee area. You will manage visitor centers, train frontline staff, and enhance engagement with visitors and partners.

Role involves cross-department collaboration, exploring new tools, and maintaining an excellent online presence. A bachelor’s degree and 5+ years in management with hospitality or tourism experience are preferred.