Visitor Service Director Save Ellis Island - 3.0 Jersey City, NJ Job Details Full-time From $90,000 a year 1 hour ago Benefits Health insurance Dental insurance Paid time off 403(b) Bereavement leave Qualifications Management Sales Team leadership Program development In-person customer service Managing hospitality teams Team development Supervising experience Hospitality industry experience Organizational skills Marketing operations Full Job Description Save Ellis Island seeks an experienced and dynamic Director of Visitor Experience & Programs to lead, manage, and enhance all aspects of the organization's visitor-facing operations at the Ellis Island Hospital Complex. The Director will be responsible for ensuring an exceptional visitor experience while strengthening the operational, educational, and revenue-generating capacity of SEI's public programs, including Hard Hat Tours, educational programs, special tours, events, and future visitor initiatives. Working closely with the President & CEO and leadership team, this position will develop strategies to increase visitation, improve guest engagement, expand earned revenue opportunities, strengthen operational systems, and ensure that SEI's programs effectively communicate the significance of Ellis Island's historic resources. The ideal candidate is a strategic and hands-on visitor experience professional with experience managing cultural attractions, museums, historic sites, tours, or destination-based programs. Key Responsibilities Visitor Experience Leadership

• Provide leadership and strategic direction for all visitor services operations.
• Develop and implement strategies to enhance visitor satisfaction, engagement, and repeat visitation.
• Evaluate the complete visitor journey, from ticket purchase through post-visit engagement.
• Establish standards for customer service, hospitality, safety, and program quality.
• Identify opportunities to improve accessibility, communication, interpretation, and visitor engagement. Tour & Program Operations
• Oversee SEI's Hard Hat Tour program, ensuring effective scheduling, staffing, tour quality, visitor flow, operational procedures, capacity planning, and revenue performance.
• Manage daily visitor operations in coordination with tour guides, educators, volunteers, and partners.
• Develop and implement new visitor programs that support SEI's mission and revenue goals.
• Work with Education staff to coordinate school programs and special learning experiences. Revenue Growth & Performance
• Serve as a key leader in achieving visitor revenue goals.
• Analyze attendance trends, ticket sales, pricing, capacity, and visitor demographics.
• Recommend strategies to increase earned revenue.
• Identify and pursue opportunities to develop new tour products, expand group sales, strengthen partnerships, create special experiences, and introduce seasonal programming that enhances visitor engagement and generates revenue.
• Cultivate relationships with tourism partners, community organizations, schools, and group leaders to expand tour participation and increase visitation.
• Monitor program performance and provide regular reports to leadership. Staff Leadership & Training
• Recruit, train, supervise, and evaluate visitor services and tour staff (guides and volunteers)
• Develop comprehensive training programs centered on customer service, Ellis Island history, storytelling, safety, and visitor engagement while fostering a culture of professionalism and hospitality. Partnerships & Coordination
• Collaborate closely with NPS, Statue Cruises, tourism and educational partners, marketing consultants, and community organizations to ensure visitor programs align with NPS requirements and SEI's mission. Marketing & Audience Development
• Collaborate with Marketing and Development teams to increase awareness and visitation.
• Develop and implement outreach initiatives to increase awareness of SEI's Hard Hat Tours and visitor programs among local communities, tourism organizations, educational institutions, corporate groups, and other target audiences.
• Provide visitor insights and data to support marketing campaigns.
• Help identify target audiences and opportunities for growth. Operations & Reporting
• Establish effective procedures, systems, and performance measures for visitor operations; monitor attendance, revenue, visitor feedback, staffing needs, and program effectiveness; and prepare regular reports for the President & CEO and Board. Qualifications Required
• 7+ years of experience in visitor services, museum operations, tourism, cultural attractions, historic sites, or related fields.
• Demonstrated experience managing public-facing programs.
• Experience supervising staff and improving operational systems.
• Strong customer service and hospitality orientation.
• Experience using data to improve programs and revenue.
• Excellent communication and organizational skills.

Salary $90,000/Annually Benefits We offer a comprehensive benefits package, including medical and dental coverage, a 403(b)-retirement plan, paid time off (PTO), sick time, and bereavement leave. Location This is a full-time, on-site position based on Ellis Island.

Pay:

From $90,000.00 per year

Work Location:

In person