Senior Director, Visitor Services & Experience

Phlvisitorcenter; Philadelphia (Philadelphia County); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

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Job summary

Phlvisitorcenter in Philadelphia seeks an Associate Vice President, Visitor Services & Experience to lead a network of visitor centers and pop-ups. You will manage a team of 5+ managers and 30+ staff and volunteers, delivering welcoming, memorable experiences for visitors and city partners across multiple locations.

You will implement staffing, training, and engagement strategies while maintaining standards and fostering an inclusive, high-performance culture across the organization's venues.

Qualifications

• 5+ years of leadership experience in tourism, hospitality or visitor services.
• Experience building and leading high-performing teams across multiple sites.
• Strong customer service, interpersonal and coaching skills.
• Ability to manage staffing, scheduling and employee engagement.

Responsibilities

• Responsible for daily visitor-facing operations for 5+ visitor centers and pop-ups.
• Lead, direct, and mentor managers to ensure outstanding visitor experiences.
• Set direction for the Visitor Services Management team across locations.
• Oversee recruitment, onboarding, training, retention and development.
• Develop and manage annual training programs for staff and managers.
• Oversee staffing schedules, on-duty management, and seasonal needs.
• Manage network of 90+ external ticket partnerships.
• Collaborate with Operations on facility needs and site standards.
• Ensure effective internal communications and promote city/partners.

Skills

Leadership

Customer service

Staff development

Multi-site coordination

Communication

Conflict resolution

Scheduling

Education

Bachelor’s Degree or equivalent

Tools

Ticketing platforms

POS systems

CMS systems

CRM databases

Staff scheduling platforms

Job description

Phlvisitorcenter in Philadelphia seeks an Associate Vice President, Visitor Services & Experience to lead a network of visitor centers and pop-ups. You will manage a team of 5+ managers and 30+ staff and volunteers, delivering welcoming, memorable experiences for visitors and city partners across multiple locations.

You will implement staffing, training, and engagement strategies while maintaining standards and fostering an inclusive, high-performance culture across the organization's venues.