Visitor Experience Manager

The Visitor Experience Manager provides leadership and day-to-day administrative oversight for the Visitor Experience Department, Department staff/volunteers, retail/concession operations, and member and community events. The Manager’s primary duty is to ensure the Department succeeds in providing members and visitors with memorable experiences, resulting in repeat visits and increased engagement.

The Visitor Experience Manager works under the supervision of the Director of Operations and is responsible for setting the overall direction, staffing, policies, and goods and services provided by the Visitor Experience Department. While primarily an administrative position, the Manager will assist with coverage of assigned areas, including but not limited to concessions, gift shop, and ticket booth in the absence of others and during the off-season (October – April).

Essential Duties

· Establish, in consultation with the Director of Operations, an annual work plan that includes goals for program outcomes and revenue generation.

· Ensure all Department staff and volunteers deliver world-class customer service.

· Ensure all Department policies and practices comply with all relevant federal, state, and local laws and are consistent with modern zoological practices as defined by the Association of Zoos and Aquariums' accrediting standards.

· Ensure all Department staff receive training to provide the highest quality customer service is provided.

· Ensure all Department goods, services, and events are evaluated and, as needed, modified to ensure maximum program impact.

· Oversee all aspects of membership, including but not limited to processing new and renewal memberships, promoting effective communication with members, and recognizing member milestones such as birthdays, anniversaries, etc.

· Oversee all aspects of member and community events, including soliciting of vendors, obtaining necessary permits/approvals, developing marketing and promotion plans, and developing key performance indicators.

· Oversee research, development, marketing, and evaluation of all Department goods and services, including birthday party packages, corporate rental packages, gift shop inventory, and concessions menu.

· Coordinate recruitment, hiring, training, and terminating Department employees with the Director of Operations and Executive Director.

· Supervise and coach all Department staff, take progressive disciplinary action as necessary, and facilitate the development of corrective action plans to improve employee performance.

· Ensure all Department volunteers receive appropriate training for their assignments.

· Evaluate volunteer performance and take corrective action as needed.

· Represent the organization with external stakeholders as assigned.

· Assist with special events and other tasks as needed.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Weekends as needed

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Binghamton, NY 13903 (Required)

Ability to Relocate:

• Binghamton, NY 13903: Relocate before starting work (Required)

Work Location: In person

Salary : $20