Visitor Experience Coordinator

Job Description

Job Description

Description:

Accountability: Visitor Experience Coordinator reports to the Development Manager in the External Relations Department

Job Classification: Full-time, Non-Exempt

Benefits: Carolina Raptor Center offers a competitive benefits package to eligible employees, including medical, dental, and vision insurance. Other benefits include 403(b) retirement plan, and paid time off (PTO).

Tentative Start Date: July 1, 2026

About: Carolina Raptor Center (CRC) is a 501(c)(3) nonprofit in Huntersville, NC dedicated to raptor rehabilitation, education, and conservation. Our mission is to ignite a passion for raptors and a responsibility for our shared natural world. Our vision is to foster communities where raptors and people thrive thanks to our unique blend of innovation, research, and education. We are a world-class destination for avian rehabilitation and our dedication to the birds in our care provides visitors with a gateway to the natural world.

Values: Community: Conservation thrives through relationships with people and communities. Excellence: The highest standards guide our work and strengthen our impact. Impact: Our work delivers meaningful, measurable results for raptors, people, and the natural world. Learning: Curiosity and discovery deepen understanding and advance conservation. Stewardship: Responsible care for raptors and the resources entrusted to us guides every decision.

Position Summary: The Visitor Experience Coordinator plays a critical role in delivering outstanding, mission-aligned experiences for guests, members, and program participants at the Carolina Raptor Center. This position is responsible for the day-to-day execution and coordination of visitor-facing programs and services, including group reservations, birthday parties, facility rentals, and frontline visitor operations.

The Visitor Experience Coordinator works closely with part-time Visitor Services Associates, the Development Manager, and the Director of External Relations to ensure consistent procedures, high-quality service, and effective support for earned revenue and membership goals. This role does not include formal supervisory authority but serves as the primary operational point of contact during visitor-facing activities.

The successful candidate is an organized, customer-focused professional who enjoys coordinating logistics, supporting frontline staff, and creating meaningful public experiences in a mission-driven environment.

Responsibilities:

• Understands the importance of each guest to the Carolina Raptor Center and drives excellence to ensure a welcoming, safe, and engaging visitor experience
• Coordinates and executes birthday parties, facility rentals, and group reservations, including scheduling, client communication, and day-of support
• Supports part-time Visitor Services Associates by creating schedules, maintaining procedures, communicating organizational updates, and implementing enhanced training
• Provides day-to-day guidance and assistance to Visitor Services Associates during operating hours
• Supports onsite membership promotion through consistent messaging and frontline readiness
• Collaborates with the Development Manager to reinforce membership benefits and campaigns
• Manages merchandise inventory, including inputting new stock and preparing orders for new stock based on sales trend data
• Identifies and escalates operational, safety, or visitor service issues as appropriate
• Responds to routine visitor questions or concerns and escalates complex issues as needed
• Communicates visitor-related schedules, updates, and needs to relevant departments
• Represents the Carolina Raptor Center professionally and positively to all guests
• Exemplifies the Carolina Raptor Center’s mission and supports staff, departments, and leadership in pursuing and achieving organizational goals
• Performs other duties as assigned to support the mission and values of the Carolina Raptor Center

• Must have a passion for the mission of Carolina Raptor Center
• No visa sponsorship is available for this role
• Must successfully complete a standard criminal background check conducted by CRC
• Must be at least 18 years of age
• Must possess a valid driver’s license
• Ability to work weekends, some evenings, and federal holidays
• Must be willing to serve all guests equally regardless of race, color, religion, national origin, age, gender, marital status, disability, veteran status, genetic information, gender identity, or sexual orientation
• Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.???
• Frequent walking, standing, talking, and listening
• Occasional lifting of up to 30 pounds
• Regular bending, crouching, and navigating uneven terrain
• Ability to work in both indoor and outdoor environments in varying weather conditions
• Ability to work around sick and injured birds, potentially hazardous materials, cleaning chemicals, gas anesthetics, zoonotic diseases, and unpleasant odors. If you are immunocompromised or pregnant/planning to become pregnant, you should obtain medical clearance from your physician.

Education & Experience:

• Associate’s or Bachelor’s degree in hospitality, recreation, nonprofit management, communications, or a related field, or equivalent experience
• 1–3 years of experience in visitor services, hospitality, retail, events, or customer-facing roles
• Experience working in a nonprofit, educational, or mission-driven organization preferred
• Strong interpersonal and customer service skills
• Excellent organizational skills with strong attention to detail
• Ability to manage multiple priorities in a fast-paced, public-facing environment
• Interest in wildlife, environmental education, or conservation preferred

Work Location & Environment: The Visitor Experience Coordinator works onsite at the Carolina Raptor Center campus in Huntersville, North Carolina. The regular schedule is Wednesday through Sunday, with occasional evenings and holidays required. This role involves frequent interaction with visitors, staff, volunteers, and members in a dynamic, mission-focused environment.