Director of Visitor Services

Job Type

Full Time




208 West 13th Street
New York
United States


Reports To: Deputy Executive Director/Chief Operating Officer


Classification:  Full-time, Exempt


Schedule: Hours will vary and include weekdays, evenings, weekends and holidays. Schedule flexibility required. 


Summary: Seeking a dynamic and team-oriented people leader to oversee all aspects of The Center’s onsite visitor experience. Reporting to the Deputy Executive Director, the Director of Visitor Services will provide hands-on floor management of the Information & Referral (I&R) team, as well as collaborate with staff and leaders from across the organization to create an optimal guest and client experience.


Essential Responsibilities and Duties:

  • Plan, organize and oversee daily building operations, ensuring optimal advance planning, functionality, responsiveness and safety with a focus on visitor experience.
  • Serve as a visitor advocate, proactively identifying, improving, addressing and/or solving issues that will lead to increased user satisfaction and engagement.
  • Recruit, train, manage and lead the I&R Coordinator and team, including scheduling, activities and task supervision, and performance modeling and coaching.
  • Respond to I&R requests for assistance and support during Center operating hours.
  • Serve as first point of contact for any escalated visitor complaints, issues or questions. Take appropriate action where necessary in regard to access or safety issues in consultation with DED/COO.
  • Supervise third party security personnel and serve as primary point of contact to service provider.
  • Collaborate with Director of Facilities and Director of Events, Production & Reservations (EPR) to ensure excellence in cross-departmental effectiveness, including planning, coordination and communication. 
  • Develop awareness expertise of all Center produced programming, activities, user groups and referral resources.
  • Partner with staff and leadership in behavioral health, community support and program administration to develop systems for knowledge and information sharing, coordination and collaboration.
  • Ensure referral resources and information is consistently updated and readily available to staff and visitors. 
  • Serve as point of contact and operational liaison to Think Coffee, The Center’s lobby café partner. 
  • In coordination with The Center’s communications team, manage experiential print collateral, wayfinding, signage, and other materials as needed, ensuring brand alignment and consistency.
  • Manage related vendors and systems.
  • Identify processes and systems to measure and analyze various metrics of the user experience.

Position Requirements:

  • Bachelor’s degree and a minimum 6-8 years of relevant hospitality/customer service experience; related graduate degree preferred.
  • Demonstrated experience as a supervisor and people leader with ability to engage, motivate and inspire a committed team.
  • Knowledge of LGBT communities, issues and resources required.
  • Excellent customer service and interpersonal skills; ability to work effectively with a wide range of people.
  • Experience in conflict resolution; ability to utilize de-escalation techniques, including diplomacy, empathy and professionalism when dealing with escalated situations and conflict. 
  • Ability to adapt to circumstances in a sometimes high-pressure environment.
  • Demonstrate sound judgment and critical thinking skills.
  • Excellent verbal and written communication skills; an understanding of the power of direct language and use of brevity.
  • A strong understanding of and commitment to social and racial justice and the overall mission of The Center.

Professional Level

None specified

Minimum Education Required

No requirement