JOB TITLE: Director of Visitor Services
DEPARTMENT: Visitor Services
JOB SUMMARYThe Director of Visitor Services ensures that The New York Historical is welcoming, inclusive, and accessible to all audiences. This role leads visitor-facing operations, accessibility initiatives, and engagement strategies, aligning frontline services with the institution's mission to broaden understanding of American history. The Director is both a strategic thinker and an operational leader, responsible for ensuring seamless, accessible, and innovative visitor experiences across all touchpoints.
This is a full-time, on-site position at our Central Park West location on the Upper West Side of Manhattan. Work on weekends, holidays, and evenings may be necessary.
ESSENTIAL JOB DUTIES- Lead, manage, and train a team of full and part-time visitor services staff, including visitor services managers. Provide coaching, mentorship, and professional development opportunities to foster a high-performing workforce;
- Oversee admissions, membership, coat check, switchboard, call center, ticketing, and group sales. Manage cash handling, daily accounting, and ticketing systems (Tessitura). Serve as a "super-user" for admissions software, coordinating ticketing inventory, discounting, and visitor communications;
- Manage team schedules to ensure sufficient coverage to meet visitor and operational needs at all times;
- Maintain a strong presence in the museum's lobby and visitor-facing areas. Interact with museum visitors, modeling and maintaining superior customer service standards;
- Oversee docent and explainer volunteer programs, ensuring alignment with accessibility and engagement goals. Manage group sales marketing, execution, and visitor experience;
- Collaborate with the Development Department to grow membership through admissions/membership desk initiatives. Partner with External Affairs Department to ensure visitor information is accurate across the website and printed materials;
- Collaborate across departments to ensure that visitor-facing teams maintain a working knowledge of current and future museum content and programs to support their ability to effectively promote to visitors;
- Track and maintain official museum attendance reports and databases. Produce management reports on visitor experience, accessibility, and operational performance;
- Keep up-to-date with accessibility standards and best practices. Ensure staff are trained on offerings for visitors with disabilities, and oversee accessible signage, wayfinding, and program integration;
- Stay current on visitor experience trends, including security and access controls, health and safety protocols, and crowd management. Proactively propose new ideas to enhance inclusivity and engagement;
- Represent the institution in sector-wide inter-museum committees, sharing best practices in visitor engagement and accessibility;
- Additional duties as assigned.
REQUIREMENTS- 7-10 years of relevant work experience, including at least 5 years of strong management experience, preferably in a unionized environment;
- Demonstrated ability to anticipate visitor needs and implement accessibility-forward solutions;
- Experience successfully working with individuals from a wide variety of ethnic, cultural, and economic backgrounds;
- Strong operational and financial management skills, including budget oversight;
- Excellent interpersonal, communication, and collaboration abilities across all levels of the institution;
- Knowledge of admissions, POS, and online ticketing systems (Tessitura preferred) and proficiency with Excel;
- Must be able to work a five-day on-site schedule including weekends, holidays, and late evenings when necessary;
- Commitment to fostering a high-performing, inclusive, and visitor-centered workplace culture.
PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee with or without accommodation, to successfully perform the essential functions of this job.
At times, this is a sedentary role using a computer; however, there is a need to stand, stoop, walk, and lift heavy objects (up to 50 pounds) and perform other similar actions during the course of the workday. The ability to lead tours through the museum is also required.
COMPENSATION & BENEFITSThe expected salary for this position is $125,000.
The New York Historical provides a generous benefits package for eligible employees to support their health and wellbeing, which includes:
- Paid time off, including vacation, sick and personal days, and holidays observed by the Museum;
- Medical, dental, vision and life insurance;
- Short and long-term disability coverage options;
- 403(b) retirement plan with eligibility for employer contributions following one year of full-time service;
- Flexible spending accounts for health-related expenses, dependent care, and parking and transit expenses;
- Employee Assistance Program for all employees and their families;
- 20% discount at the NYHistory Store, Café Clara and Clara restaurant, located within the Museum;
- Free admission to various museums and cultural institutions across the city.
