ASSISTANT MANAGER, VISITORS SERVICES

DEPARTMENT: Strategy & Operations

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 be 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 position requires a cover letter for consideration. Applications without a cover letter will not be considered.

Roles & Responsibilities

• 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
• Hire, onboard, schedule, and train new team members, including volunteers
• 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 careers@911memorial.org 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.