Vice President of Operations   Employer: National September 11 Memorial & Museum Job Location: New York , NY Cash Compensation: Industry Type: Building Owners Job Description: The Vice President of Operations will take the lead management role in the Operations Division of the NS11MM. She/he will be responsible for the day-to-day processes of running the Memorial and Museum overseeing functions include the management of employees that directly interact with visitors to the Memorial and Museum and those responsible for facilities maintenance and custodial. This position will report directly to the Chief Executive Officer. Responsibilities Pre-Opening Planning • Develop and maintain an operating plan for the Memorial at each stage of operation (including Memorial opening events, operations of Memorial during surrounding WTC construction, and full steady state) • Monitor and direct construction and fit-out of the Memorial and Museum for efficient operations • Work with CFO to ensure anticipated operating costs are kept current • Work with Construction staff and Commissioning Agent to ensure all equipment is installed correctly and in good operating condition before opening • Work with the Design and Construction staff to develop a capital maintenance plan • Plan and procure all fixtures, furniture and equipment (FF&E) • Hire department leads and other key operations staff • Procure and implement operating systems such as ticketing and security screening • Develop, document and articulate the departmental Mission and Vision statement Strategy and Planning • Provide strategic and tactical direction for the operation of National September 11 Memorial & Museum and others as directly controlled and managed by the organization • Develop effective standards and procedures, and ensures adherence to same, for all reporting departments, partners and concessionaires Operations • Accountable for the day- to- day management of all Memorial and Museum operations including visitor services, admissions, security, retail, food and beverage, transportation logistics, facilities maintenance and custodial • Serve as a leader, mentor and coach for the overall development of a team of more than 200 full and part time staff when the Memorial and Museum are fully operational. • Consistently deliver performance that meets or exceeds standard service levels while working within expected financial performance expectations and without compromising visitor satisfaction. • Walk the site, anticipate changing visitor needs and service requirements and inspire staff to exceed visitor’s expectations daily. • Evaluate site, facility and common area operations including, but not limited to: appearance of facilities and staff; visitor services; safety; sanitation; merchandise operations; and employee relations • Ensure new programs/experiences and businesses are opened in a timely and effective manner • Work with Marketing, Programming and Finance Divisions to develop and monitor benchmarking for visitor and employee satisfaction • Develop and implement emergency policies and procedures; assumes responsibility during high level emergency situations and non-routine events • Coordinate with the Port Authority’s sitewide Operations Command Center (OCC) and the sitewide security center • Oversee the Foundation’s transportation services, including coordination with the Port Authority’s Vehicle Security Center operations • Develop and manage preventive maintenance plans for ensuring the protection and longevity of Memorial and Museum facilities • Oversee landscaping contractors performing regular maintenance and major repairs as needed on the Memorial Plaza • Ensure operation of Memorial and Museum is consistent with LEED Gold certification and other sitewide sustainability goals Budget and Adminstration • Develop and be accountable for department annual capital, labor, and expense budgets and overall financial performance • Monitor and control the daily sales and labor reports for all operating departments to ensure the achievement of financial goals • Settle all employee complaints, conflicts, and grievances that cannot be resolved at a lower level • Develop and manage compliance of regulatory requirements • Assumes responsibility for overall staffing and scheduling requirements • Participate in recognition programs, appreciation events, and service awards • Ensure that sound human relations practices are carried out Qualifications • Must have a Bachelors Degree with 10 years experience in managing a high volume visitor attraction. • Experience in planning and opening a facility is strongly preferred • Experience managing complex physical facilities • Highly developed interpersonal skills including communication, confrontation/ conflict resolution, leadership, team-building and motivational skills • Proven ability to incorporate and apply knowledge of business management and administration • Recognizes the important roles of responsibility, authority and accountability • Willing to work non-traditional hours General Information · We offer a competitive salary and full benefits package. Company Description: The National September 11 Memorial & Museum was founded with the historic mission to raise funds for, build, own and operate the Memorial and Museum at the World Trade Center site. We are seeking a Vice President of Operations, a newly created position, to join the effort in creating this national tribute. The Memorial will consist of two pools, approximately one acre each, set within the footprints of the Twin Towers with 30-foot waterfalls cascading down their sides. The names of the nearly 3,000 victims will be inscribed around the edges of the waterfalls. A landscaped Memorial Plaza of approximately eight acres with 400 oak trees will form a contemplative setting. It is projected that the Memorial will be one of the country’s most visited historical sites, with approximately five million visitors each year. Approximately half of those guests will visit the Memorial Museum which contains approximately 110,000 square feet of programmed space, including permanent and temporary exhibitions, classrooms and an auditorium.