Vice President, Visitor Experience & Customer Service

DEPARTMENT: Strategy/Operations
REPORTS TO: Senior Vice President, Visitor & Revenue Operations
SALARY: $140,000-150,000
DATE: September 2023


The Vice President, Visitor Experience & Organizational Customer Service will oversee all administrative, managerial, and performance-based aspects of the Visitor Services (“VS”) division for the 9/11 Memorial & Museum, along with the organization wide customer service program. 

The VP will help to ensure a positive reputation for the organization across all teams. This includes strategic planning and execution of VS goals as they relate to the overall mission of the Memorial and the functions of the Operations Department.

The VP will lead the VS staff as they deliver on stated expectations and deliverables.  The VS staff are responsible for facilitating a safe, educational, and meaningful visitor experience for our guests. VS staff are equally responsible for all box office operations, ticket fulfillment, entry queueing and scanning, and the staffing and delivery of the information call center.


  • Organize and administer the overall operation of the VS division.
  • Develop and document all policies and procedures relevant to all VS operations.
  • Assemble and analyze relevant data and prepare and deliver reports that detail VS activities to the SVP, Visitor Experience, and other 9/11 Memorial & Museum management staff.
  • Develop and maintain budgets and budgetary goals.
  • Ensure budget and responsibility performance targets are met and tracked via the development and implementation of a broad system of departmental and employee performance metrics, reporting products, and tracking systems.
  • Work with the Security staff to implement and conduct periodic reviews of all security and emergency procedures related to VS personnel.
  • Manage the recruiting and hiring of VS personnel.
  • Oversee the development and coordination of all job-specific training and on-going education programs for the VS staff, including incorporating knowledgeable and appropriate background material in coordination with Museum Department staff.
  • Oversee development of new positions, within the VS department, to meet the changing needs of the organization. This will include development of a training and onboarding program, as well as adjusting current scheduling assumptions, to take advantage of efficiencies.
  • Develop, monitor, and improve ticketing & customer service policies and procedures; implement tactics which will measure the effectiveness of these policies and help understand where changes need to be made to assure the best overall visitor/client experience.
  • Work with VS Manager(s) to improve ticket window operations including queuing, transaction time, and staff scripts.
  • Liaise with interdepartmental teams on ticketing needs including but not limited to Membership, Education and Public Programming events.
  • Establish and execute a broad system of performance metrics and reporting products in order to track key performance targets.
  • Collaborate with finance and external auditors on cash management procedures.
  • Ensure that all VS staff maintain excellent visitor service standards and adhere to 9/11 Memorial & Museum policies, systems, and procedures.
  • Oversee the organization and administration of the VS volunteer program (including any interns).
  • Handle visitor concerns, comments, and complaints that cannot be settled at the supervisory level.
  • Work across all teams to develop best practice customer service practices and create a policies and procedures handbook that is specific to customer service.
  • Ensure all teams have the tools and training to deliver customer service practices as approved by the organization.
  • Work with the External Affairs team to deliver customer service across all digital platforms both proactively and reactively (including Facebook, TikTok, Instagram and email)
  • Serve as the organization’s primary contact for all customer service issues and lead any needed or required responses.
  • Work with the Human Resources team to elevate the employee experience, across all teams, to help meet the organization’s overarching customer and visitor service goals and standards.
  • Work with other Operations staff to apply VS resources in-order-to enhance revenue, as needed and appropriate.
  • Attend meetings as requested.
  • Handle a large variety of complex tasks and prioritize workflow in a fast-paced office environment.


  • Bachelor’s degree required.
  • 5+ years of equivalent management experience in public customer (or visitor) service of a non-profit organization.
  • Good working knowledge of Microsoft Word and Excel
  • Customer service experience at the mid- or senior-management level.
  • Project management experience.
  • Ability to recognize the importance of responsibility, authority, and accountability.
  • A willingness to work non-traditional hours, think independently, take initiative, and meet deadlines.
  • Strong written and oral communication skills, excellent attention to detail, exceedingly well-organized, conflict resolution ability, leadership, team-building and motivational skills, and a professional and flexible manner.
  • Ability to interact well with a wide range of people and personalities of all levels within and outside the 9/11 Memorial & Museum. 
  • Must 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.


  • Participates in the annual 5K fundraiser and September 11th commemoration, as assigned.
  • Assists with other special projects and events in support of all 9/11 Memorial and Museum, as assigned.

This position is an in person, full-time, role based in New York, NY. 


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The National September 11 Memorial and 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, gender identity, national origin, disability, or status as a protected veteran.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is committed to an organizational culture that supports and reinforces our values regarding diversity, equity, inclusion, and accessibility (DEIA). We seek to build a collaborative, open, and equitable space where staff want to be, knowing that their contributions, professional expertise, and distinct voices are valued and respected. We encourage and celebrate an inclusive environment where candor and participation, when it comes to sharing ideas and collaborative problem-solving, are welcomed regardless of one’s role at the Museum or background.

Reasonable accommodations may be made to qualified candidates, during the interview process, to enable individuals with disabilities an opportunity to interview.