Senior Director of Visitor Services and Business Development

Wave Hill Public Garden; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Wave Hill Public Garden in New York seeks a Senior Director of Visitor Services and Business Development to lead visitor services, retail operations, security, volunteer engagement, and revenue initiatives. As a senior leader, you will shape strategy, oversee 5-7 reports, and partner across departments to enhance visitor experiences and financial sustainability.

This in-person role requires strong leadership, budgeting, and partnerships with corporate and tourism partners.

Qualifications

• Bachelor's degree in business, nonprofit management, hospitality, or related field.
• 10+ years of progressive leadership experience in visitor services, hospitality, or related fields.
• 7+ years of supervisory experience leading diverse teams.
• Proven success in revenue generation, partnership development, and operational leadership.

Responsibilities

• Lead Visitor Services, Retail Operations, Security, Volunteer Engagement, and Business Development.
• Oversee partnerships with corporate and tourism partners and drive earned revenue initiatives.
• Develop and monitor budgets, revenue forecasts, and performance metrics.
• Ensure exceptional visitor experiences and safe, accessible operations.

Skills

Leadership

Revenue generation

Budgeting

Analytics

Customer service

Communication

Negotiation

Relationship building

Event management

Retail operations

CRM platforms

Education

Bachelor's degree in business

Nonprofit management

Hospitality

Tools

CRM systems

Ticketing systems

Customer analytics tools

Job description

The Senior Director of Visitor Services and Business Development is a member of the Senior Leadership Team and serves as a key strategic partner in advancing Wave Hill's mission, visitor engagement, and financial sustainability. Reporting to the Executive Director/President, this position leads visitor services, retail operations, security, volunteer engagement, business development, corporate partnerships, conferences, weddings, rentals, and other earned revenue initiatives. The Senior Director oversees 5-7 direct reports and is responsible for creating exceptional visitor experiences while identifying and implementing mission-aligned opportunities for revenue growth and community engagement. The role works collaboratively across departments to align operational excellence, customer service, and business development strategies with institutional goals. This is an in-person, on-site role with a varying work schedule. Because Wave Hill hosts events on weekends, the Senior Director of Visitor Services and Business Development may work a schedule that sometimes includes weekend days, with two consecutive days off that week.

Responsibilities:

• Leadership and Strategic Planning
• Serve as a member of the Senior Leadership Team, contributing to organizational strategy, planning, and policy development.
• Develop and implement goals, initiatives, and performance measures that support visitor engagement, operational excellence, and revenue growth.
• Lead, mentor, and develop teams responsible for Visitor Services, Retail Operations, Security, Volunteer Engagement, and Business Development.
• Foster a culture of collaboration, accountability, innovation, and customer service.
• Monitor departmental performance and ensure alignment with organizational priorities. Visitor Services and Operations
• Oversee all visitor-facing operations to ensure a welcoming, safe, accessible, and high-quality experience.
• Coordinate logistical support for public programs, exhibitions, rentals, conferences, tours, and special events.
• Partner with internal departments to ensure seamless operations and consistent visitor experiences.
• Develop and maintain visitor service standards, policies, and procedures.
• Use visitor data and analytics to evaluate performance and identify opportunities for improvement.
• Primary liaison to Great Performances, Wave Hill's exclusive food provider. Responsible for ensuring a quality visitor experience.
• In conjunction with the Sr. Director of Facilities and Capital Projects oversee the readiness and functionality of public and event spaces. Business Development and Revenue Growth
• Develop and execute strategies to increase revenue earned through admissions, parking, retail sales, facility rentals, weddings, conferences, and other mission-aligned business opportunities.
• Identify, cultivate, and manage relationships with corporate partners, tourism partners, and vendors.
• Evaluate and pursue new revenue opportunities, partnerships, and strategic initiatives while ensuring alignment with Wave Hill's mission and stewardship of the gardens.
• Collaborate with Marketing to support Business Development opportunities and other departments to promote revenue-generating programs
• Represent Wave Hill at industry and community events to strengthen partnerships and business opportunities.

Corporate Partnerships, Events, and Rentals

• Oversee corporate partnerships, meetings, conferences, facility rentals, film and photography projects, and other special events.
• Manage client relationships from initial inquiry through contract execution and event completion.
• Negotiate contracts and service agreements in accordance with organizational policies.
• Coordinate internal and external stakeholders to ensure successful event execution and exceptional client experiences
• Maintain oversight of institutional scheduling and the master calendar. Retail Operations
• Provide strategic leadership for the Wave Hill Shop and related retail activities.
• Oversee merchandise planning, inventory management, product selection, and visual merchandising.
• Establish sales goals and monitor financial performance.
• Ensure retail offerings reflect Wave Hill's mission, brand, and visitor experience objectives.
• Analyze sales and inventory trends to inform business decisions and maximize revenue.

Financial Management

• Develop and manage departmental budgets, revenue forecasts, and expense projections
• Monitor earned revenue performance and key business metrics.
• Establish revenue goals and accountability measures.
• Analyze financial and operational data to drive decision-making and operational efficiency.
• Partner with Finance and senior leadership on forecasting and long-term planning. Safety and Risk Management
• Provide leadership oversight for security operations and visitor safety.
• Support emergency preparedness, risk management, and compliance initiatives.
• Serve on the Safety Committee and ensure adherence to organizational policies and regulatory requirements.
• Promote a safe and welcoming environment for visitors, staff, volunteers, and partners.

Qualifications

• Bachelor’s degree in business, Nonprofit Management, Hospitality, or a related field. Visitor Services experience in nonprofit organizations is strongly preferred.
• Minimum 10 years of progressive leadership experience in visitor services, hospitality, business development, cultural institutions, retail operations, event management, or related fields.
• Minimum 7 years of supervisory experience leading diverse teams.
• Demonstrated success in revenue generation, partnership development, and operational leadership.
• Experience managing budgets, forecasting, and achieving revenue goals.
• Strong business acumen, analytical skills, and financial management experience.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Strong customer service orientation and commitment to deliver exceptional visitor experiences.
• Experience managing retail operations, facility rentals, conferences, corporate events, or related programs.
• Familiarity with visitor analytics, CRM platforms, ticketing systems, and customer experience tools.
• Knowledge of safety, security, and emergency preparedness practices.
• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.

Physical Requirements

This position requires extensive mobility throughout the garden. The Senior Director is expected to maintain a regular presence in all visitor-facing locations: Perkins Visitor Center, The Shop, Reception Area and Private Events. The role requires frequent walking, standing, movement between locations to ensure operational readiness, visitor satisfaction and staff support. Occasional lifting, carrying, pushing, or moving items up to 35 pounds may be required.