Director of Visitor Services

Job Title: Director of Visitor Services Department: Visitor Services Reports to: Executive Director Position Status: Full‑time, Exempt. Position Description Celebrating our 25th Anniversary in 2026, the Esplanade Association (EA) seeks a seasoned Director of Visitor Services to steward care for the community on the Charles River Esplanade. The role will guide visitor first impressions, oversee events, programs, and operations at the new campus and visitor center, and be a key liaison with the pavilion’s café/catering partner. The Director will build new Visitor Services protocols and staffing, supervise an Events Manager and Programs staff, hire a Facilities Manager and an additional programs team member, and develop and execute orientation, safety, reservation, maintenance, and feedback protocols. The role will work with the Executive Director to track opportunities to refine EA campus operations and enhance the visitor experience. There will also be responsibility to collaborate with Development, External Relations, and community partners to set and meet goals for the 25th anniversary and campus opening celebrations. Job Mission Ensure successful operations, programs, and services of the Esplanade’s Smith Family Pavilion and Charlesbank Campus and all aspects of EA events—from first to last impressions—to improve the visitor experience and inspire appreciation of the Esplanade. Key Behaviors Outstanding interpersonal skills with teams & guests of all ages, abilities & backgrounds. Excellent judgment on prioritization, decision‑making, safety & health in a complex fast‑paced environment. Creative, organizational and problem‑solving capacity to deliver recommendable experiences. Attention to detail in forecasts & reports on facilities, events, attendance, budgets & inventory. Positive attitude, welcoming demeanor, customer‑service focus and joy engaging the public. Metrics Events consistently meet pre‑set goals to advance engagement, reputation, and cultivation. Seasonal visitor experience surveys reflect high satisfaction and recommendable ratings. Quarterly reservations and rental targets are achieved or exceeded. Campus runs smoothly, with strong internal, partner and vendor coordination. Responsibilities Visitor Services Strategy & Operations (25%) Design and implement a comprehensive visitor services strategy, ensuring a welcoming, safe, and engaging experience. Establish systems for tracking visitor experience metrics, including surveys and usage data. Partner with the Executive Director to refine campus operations based on data and feedback. Maintain knowledge of all park programs and events, providing accurate information and coordinating with communications. Collect and advise on visitor feedback, manage suggestion box contents, and serve as point‑of‑sale marketing. Facilitate access to inventory for short‑term activity use and on‑site purchases, maintaining inventory and supply needs. Prepare the annual Visitor Services budget and generate regular financial reports. Serve as Staff Liaison for the EA Board Campus Operations Committee. Campus Launch & Facilities Management (20%) Lead organizational readiness for the opening and ongoing operations of the Pavilion & Campus. Collaborate on planning and execution of anniversary and campus opening celebrations. Develop operational workflows for shared spaces, including scheduling, maintenance and visitor flow. Define and document policies and procedures in a FAQ handbook. Support recruitment and onboarding of new Volunteer Ambassadors and EA Staff. Develop and manage volunteer and staff schedules to ensure full coverage. Design onboarding and ongoing training programs covering engagement, safety and emergency protocols. Collaborate with the Facilities Manager to refine emergency response plans. Events, Rentals & Reservation Operations (20%) Oversee all EA events, external rentals, and public bookings. Guide execution of a seamless, high‑quality events portfolio with the Events Manager. Establish and manage a centralized campus calendar and valuation system. Approve external event rentals and coordinate with internal stakeholders. Collaborate with Development & External Relations to support cultivation and revenue goals. Café/Catering Partnership Liaison (10%) Primary liaison and negotiator with the pavilion’s café/catering partner. Set standards and processes for collaboration between staff, vendors and partner. Oversee coordination with external vendors to ensure quality consistency. Track and report partner revenue, spending updates and partnership items to leadership. Programs & Community Engagement (15%) Lead and expand public programs aligning with new campus capabilities. Supervise Programs staff and hire an additional team member focused on stage production, recreational tournaments, and educational programming. Strengthen partnerships, ensuring alignment with mission and visitor experience goals. Ensure all partnerships are inclusive, diverse and reflective of the Esplanade’s user base. Team Leadership & Capacity Building (10%) Lead the Visitor Services Department, including managers, coordinators and a growing volunteer corps. Provide leadership, coaching and performance management for direct reports. Develop internal systems, reporting structures and workflows. Ensure alignment between third‑party activities and public visitor access. Qualifications B.A./B.S. or equivalent, with 7+ years of exceptional event and venue experience, ideally in a non‑profit setting. Experience in hiring, managing, and working closely with a diverse staff and volunteer pool. Experience in overseeing the operation of, and visitor services for, an active public space. Proven track record of reliability, punctuality, efficiency and tact. Capacity to collaborate with internal and external staff and vendors, direct volunteers and interact with the public professionally. Proficient in Microsoft Office Suite and basic accounting procedures. Attention to detail in delivering accurate monthly forecasts and annual budgets. Network of potential vendors, clients, attendees to oversee innovative events. Knowledge of the Charles River Esplanade and passion for parks, historic landmarks, recreation, culture, education, greenspace and sustainability is a plus. Bilingual or multilingual skills a plus. Compensation Annual salary range: $90,000 – $100,000, commensurate with prior experience and demonstrated skills. Salary is reviewed regularly with transparent benchmarks and paths for professional development and promotion. Benefits Medical, dental and vision insurance with 80% monthly premium paid by EA. Health savings account with $2,500 EA contribution. 401(k) plan. Commuter benefits pre‑tax deduction up to $300/month. Paid professional development opportunities. Paid time off: 15 vacation days (17 after 2 years), 12 sick days, 2 personal days, 11 holidays (including floating holidays). 403(b) retirement plan. EEO Statement The Esplanade Association is an Equal Opportunity Employer and greatly encourages candidates of all backgrounds to apply. #J-18808-Ljbffr