Visitor Experience Manager

Position Overview

Key Responsibilities

• Support cross-functional planning and operational integration across venues, districts, and public spaces.
• Develop, review, and maintain operational documentation, including policies, procedures, operational plans, budgets, scopes of work, RFPs, guidelines, visitor surveys, and customer service frameworks.
• Support the procurement, mobilization, and performance management of service providers responsible for Visitor Experience, Venue Operations, Wayfinding & Signage, and related operational services.
• Ensure compliance with organizational policies, regulatory requirements, health and safety standards, and industry best practices.
• Develop and implement initiatives that enhance visitor satisfaction, operational efficiency, and overall customer experience.
• Lead visitor experience workstreams, including wayfinding and signage strategies, crowd management planning, visitor flow optimization, space allocation, technology integration, training programs, and operational readiness planning.
• Coordinate with Event Operations, Security, Mobility, Facilities Management, and other relevant departments to ensure visitor experience considerations are fully integrated into planning and delivery.
• Support the development and management of operational budgets and resource plans while maintaining service excellence.
• Analyze visitor feedback, operational performance metrics, and industry trends to identify opportunities for continuous improvement.
• Prepare reports, presentations, and recommendations for senior management regarding visitor experience performance, operational outcomes, and enhancement initiatives.

Qualifications & Experience

• Minimum of 8 years of experience in Visitor Experience, Venue Operations, Event Operations, Hospitality, Tourism, or a related field.
• Strong understanding of visitor journey mapping, customer service delivery, crowd management, and venue operations.
• Proven experience developing operational policies, procedures, service standards, and planning documentation.
• Demonstrated ability to manage multiple stakeholders, including internal teams, external partners, and service providers.
• Excellent communication, analytical, organizational, and problem-solving skills.
• Experience leading operational projects and initiatives within complex, multi-stakeholder environments.
• Knowledge of health and safety regulations, operational compliance requirements, and industry best practices for public venues and events.
• Experience within large-scale events, cultural destinations, entertainment venues, tourism attractions, or public realm environments is highly desirable.