Associate Vice President, Visitor Services & Experience

Associate Vice President, Visitor Services & ExperienceThe Philadelphia Visitor Center is a mission-driven nonprofit dedicated to welcoming visitors and connecting them with all the incredible experiences, people and places that make Philadelphia a world class destination. The Associate VP will manage, direct and lead a talented team of 5+ managers. The position will provide leadership and oversight for 30+ full-time and part-time staff as well as volunteers to deliver excellent service in assisting visitors with ticket sales, retail purchases, PHLASH information or service updates, maps and wayfinding, itinerary planning, and information about special events and citywide promotions.The Associate VP will establish a strong management culture, set expectations and accountability, develop staff skills, strengthen communication, and create systems that support employee engagement, retention, professional growth, and high performance. The Associate VP will empower site managers to effectively lead their teams while maintaining consistent organizational standards across all locations.The Associate VP will be responsible for developing a workforce strategy that aligns staffing, organizational structure, talent development, scheduling, recruitment, and employee engagement with the organization's evolving visitor needs. The Associate VP will be an ambassador for the City of Philadelphia and serve as a role model to their management team in delivering an inclusive and welcoming visitor experience across the organization's visitor centers and temporary/pop-up visitor facing locations.Essential functions include leading visitor-facing operations, mentoring managers, setting direction for the Visitor Services Management team, establishing consistent operational practices, overseeing recruitment and development strategies, managing staffing schedules, managing external ticket partnerships, negotiating with third party vendors, participating in leadership team meetings, working closely with the Operations team, overseeing employee communications channels, supporting sales and promotion information, and assisting site staff with organizational tasks and special events.Qualifications include 5+ years of experience in tourism, hospitality or visitor services sectors, interest in non-profit work environment, customer service best practices, success in building and leading high-performing teams, leadership, salesmanship and interpersonal skills, understanding of people management practices, interpersonal, communication, coaching and conflict-resolution skills, ability to build trust and credibility, ability to prioritize and manage multiple projects, dedication to Philadelphia, computer and data entry skills, ability to stand or sit for at least 8 hours at a time, lift items weighing up to 50 pounds, valid Driver's License with Real ID, Bachelor's Degree or equivalent work experience preferred, and second language proficiency is desirable.Hours and requirements include a full-time role with a variable schedule, including two weekends a month, willingness to work a flexible schedule, including weekends and holidays, willingness and ability to travel between all visitor center locations.