Visitor Services Assistant Manager

The-National-September-11-Memorial-; New York (NY); On-site; USD 70,000 - 72,000; Full time

Job summary

The National September 11 Memorial & Museum is seeking a Visitor Services Assistant Manager to oversee daily operations of the Box Office, Museum, and Memorial Plaza. You will supervise Supervisors, Reservations, Associates, and Volunteers to ensure a safe, educational, and meaningful experience for visitors from around the world.

The role requires scheduling, training, cash management, visitor correspondence, and people management.

Qualifications

• Minimum 3 years of supervisory experience overseeing visitor-facing teams.
• Cash handling and POS experience.
• Ability to exercise sound judgment in fast-paced environments.
• Excellent interpersonal and communication skills with visitors and cross-departmental partners.
• Experience coordinating across teams on projects or initiatives.

Responsibilities

• Maintain a presence in operations and provide floor-support for Supervisors.
• Handle escalated visitor interactions beyond supervisory levels.
• Maintain aesthetics in Museum and Memorial Plaza.
• Coach and inspire staff to support growth.
• Monitor staff performance and conduct appraisals.
• Develop and administer training programs to raise skill levels.
• Oversee daily operating plan and information distribution.
• Ensure adherence to policies and code of conduct.
• Collaborate with other Museum departments on special projects or events.
• Participate in annual fundraising and commemoration events.

Skills

Leadership

Customer service

Communication

Public speaking

Organizational skills

Tools

POS system

Gateway ticketing

Job description

REPORTS TO:

Vice President, Visitor Experience & Organizational Customer Service

CLASSIFICATION:

Exempt

SALARY:

$70,000 - $72,000 per year

POSITION OVERVIEW

The Visitor Services Assistant Manager is a key leadership role responsible for overseeing the daily operations of the Visitor Services department, which includes the Box Office, Museum, and Memorial Plaza at the National September 11 Memorial & Museum. Managers oversee Supervisors, Reservations, Associates, and Volunteers to ensure a safe, educational, and meaningful experience for visitors from across the world.

This role requires proficiency in various operational functions, including scheduling, training, cash management, visitor correspondence, and people management. While these responsibilities are shared among the management team, each leader is expected to contribute their unique skills to ensure the success, efficiency, and effectiveness of department operations. The leader who fills this role must have superior customer service instincts and ability to oversee multiple zones simultaneously.

Managers are expected to onsite during all operating hours. This role will have an irregular workweek with an expectation to work holidays, weekends, and peak visitation days, including the week between Christmas and New Year’s Day.

This positionrequiresacover letterfor consideration. Applications without a cover letter will not be considered.

• Maintain a presence in the operation and provide floor-support for Supervisors


• Handle escalated visitor interactions that cannot be settled at the supervisory level


• Maintain aesthetics both within the Museum and on the Memorial Plaza


• Establish a strong relationship with the team and support growth by coaching and inspiring staff


• Monitor staff performance, conduct appraisals, deliver disciplinary meetings when necessary


• Develop and administer training programs to constantly raise the skillset of staff


• Oversee daily operating plan including distribution of relevant and accurate information


• Ensure all staff and volunteers adhere to the policies, procedures, and code of conduct


• Work with other Museum departments on special projects or events

Managers are expected to-

• Utilize strong problem-solving and critical thinking skills to navigate complex or challenging situations with professionalism and diplomacy


• Commit to creating an iterative culture with an eye toward continued progress and betterment


• Maintain a positive, approachable demeanor with a commitment to providing exceptional service


• Have strong organizational skills and attention to detail


• Multitask, prioritize, and work efficiently in a fast-paced and ever-changing environment


• Experience with public speaking, staff training, and leading by example


• Assumes responsibility and act with authority and accountability


• Be a self-starter, comfortable working both independently and collaboratively with various teams


• Maintain flexibility to work non-traditional hours as required by operational needs


• Adhere to a policy of strict confidentiality in terms of information regarding 9/11 victims, bid documents, security and life safety incidents, and labor relations

Qualifications

• At least 3 years of supervisory experience managing visitor-facing teams, ideally within museums, cultural institutions, or the tourism sector


• Cash handling and POS experience


• Demonstrated ability to take ownership of responsibilities and exercise sound judgment in a fast-paced environment


• Excellent interpersonal and communication skills with the ability to interact effectively with visitors, staff, and cross-departmental partners


• Experience managing projects or operational initiatives that require coordination across teams and follow-through from planning through completion preferred


• Experience with Gateway ticketing or similar ticketing platforms preferred

Required Support for Organizational Events

• Participates in the Annual 5K Fundraiser and 9/11 Commemoration, as assigned


• Assists with other special projects and events in support of all 9/11 Memorial and Museum, as assigned

____

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race, color, religion, sex, sexual orientation, age, national origin, disability, status as a protected veteran, or any other characteristic protected by applicable law. The 9/11 Memorial & Museum endeavors to make reasonable accommodations for applicants with disabilities and other accommodation needs under applicable law. If you are an individual with a legally recognized accommodation need and require assistance during the application process, please contact Ronni Cantor at [e-mail] with your specific accommodation request.

The 9/11 Memorial & Museum is committed to an organizational culture that supports and reinforces our institutional values including our commitment to inclusive representation. We are committed to reflecting the unique experiences of the nearly 3,000 victims who were killed indiscriminately in the 1993 and 2001 terrorist attacks and the wider communities impacted in lower Manhattan, at the Pentagon, and near Shanksville, PA.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.