POSITION: Director of Visitor Experience

CLASSIFICATION: Full Time, Exempt

REPORTSTO: COO/CFO

LOCATION: 212West83rdStreet,NewYork,NY10024

SCHEDULE: 5 days on-site, alternating weekends and holidays

ABOUT THE POSITION

This is an exciting opportunity for a customer-centric professional who is passionate about collaborating with colleagues and building a team to support a mission-driven organization. The Director of Visitor Experience will hold a strategic leadership role, overseeing the entire visitor journey as well as staff management. This role will direct the activities of CMOM's revenue-generating units, including Admissions, Retail, and eventually partner with a future food & beverage operator.

The Director of Visitor Experience will serve as an intermediary between the teams they supervise and CMOM's senior leadership-ensuring that institutional strategic priorities are grounded in operational realities, and that day-to-day operations reflect and advance those strategic priorities. Strong collaboration with the Buildings and Education departments is required, along with oversight of Special Event setups (in partnership with the Development Team) and close strategic partnership with the Director of Capital Projects.

The ideal candidate is a leader who drives their team toward operational excellence and proactively identifies opportunities to enhance the experience and mission delivery for every visitor who engages with CMOM. Must also have had experience with change management and been part of a "start-up" project.

RESPONSIBILITIES

Strategic Leadership

• Provide strategic leadership for the Museum's Visitor Experience, establishing the vision, priorities, and service standards that support the Museum's mission and organizational goals.

• Develop and implement long-term operational strategies that enhance visitor satisfaction and improve service standards.

• Collaborate across departments to ensure visitor-facing teams maintain a thorough knowledge of current and upcoming exhibitions, programs, and museum initiatives to effectively engage and assist visitors.

Visitor Experience & Operations

• Establish, implement andcontinuouslyrefine organization-wide customer service standards that reflect the museum's commitment tochildren, families,playful learning,andinclusivity. Design and deliver dynamic trainingprogramand provide ongoing mentorship to empower front line staff toconfidentlyand consistently deliver on high touchhospitality thatmeetthese standards.

• Anticipate operational needs and identify opportunities to improve efficiency, visitor flow, accessibility, wayfinding, and overall museum operations.

• Serve as the operational lead for museum events, public programs, and special initiatives, ensuring successful cross-departmental planning and execution.

• Regularly assess visitor-facing spaces to ensure the museum is professionally presented, safe, welcoming, and fully operational, coordinating with Facilities, Exhibits, and Maintenance to address operational needs.

Leadership & Team Management

• Lead, mentor, and develop the Manager of Visitor Experience & Guest Services, providing strategic direction, coaching, and support to ensure operational excellence and exceptional customer service.

• Promote a positive and collaborative work environment that encourages professional growth, teamwork, and employee engagement.

Financial Management

• Develop, manage, and monitor the Visitor Experience operating budget while ensuring responsible stewardship of departmental resources.

• Partner with the COO/CFO and Director of Finance to establish annual revenue goals and implement strategies to maximize admissions, memberships, and other visitor-generated revenue.

Technology & Point-of-Sale

• Oversee the museum's ticketing, reservations, admissions, retail, and point-of-sale systems, ensuring efficient operations while identifying and implementing technology enhancements that improve the visitor experience.

QUALIFICATIONS

• Bachelor's degree preferred; 7-10 years of progressive experience in visitor experience, hospitality, tourism, customer service, or operations management, including experience leading managers and cross-functional teams.

• Experience in a museum, cultural institution, nonprofit attraction, or other visitor-focused organization preferred.

• Experience hiring, leading, and managing large public-facing frontline teams, with a proven ability to coach, develop, and motivate high-performing staff.

• Experience operating and optimizing software platforms that support admissions, ticketing, retail, membership, and customer relationship management, including systems such as ACME Ticketing, Lightspeed Retail, Chexology Paperless Coat Check is strongly preferred.

• Experience leading change management initiatives and/or opening a new facility, major exhibition, or other significant operational ventures is highly desirable.

• Proven experience developing and executing strategic initiatives, managing organizational change, and leading cross-functional projects.

• Strong financial acumen with experience developing budgets, managing departmental resources, analyzing performance metrics, and supporting revenue growth.

• Experience using data and analytics to inform decision-making, improve operational performance, and enhance the visitor experience.

• Exceptional leadership, communication, interpersonal, and relationship-building skills, with the ability to effectively engage staff, visitors, vendors, and external stakeholders.

• Excellent organizational, project management, analytical, and problem-solving skills, with the ability to prioritize multiple initiatives in a fast-paced environment.

• Demonstrated ability to think strategically while effectively managing operational priorities.

Salary: $110,000 - $125,000

This job description is not designed to contain a comprehensive list of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice

We offer a comprehensive benefits package including medical (free employee coverage; premium options for dependents), dental, vision, 403(b), life insurance, EAP, paid holidays, and generous PTO. CMOM employees also receive free admission to select NYC cultural institutions.