Manager of Programs

Job Title
:
Manager of Programs and Experience

Department
:
Guest Experience

Reports To
:
Director of Programs and Experience

Location
:
Onsite, 300 West Broad Street, Columbus, OH, 43215

Employment Classification
:
Full-Time

Salary Range
: $65,000-$70,000

The National Veterans Memorial and Museum (NVMM) serves as a national home of honor and remembrance for Veterans of all branches and eras throughout our nation's history. Unlike a traditional war memorial or military museum, NVMM offers a powerful, personal experience in a narrative journey of individual and collective Veteran stories. Founded in 2018, our mission is To honor all Veterans
, elevate their stories
, and amplify the power of service for everyone
, everywhere.

The Manager of Programs and Experience provides functional leadership for NVMM’s guest experience operations, ensuring alignment with the Museum’s mission and strategic priorities. The Manager oversees daily operations while remaining hands‑on in program delivery, Guest engagement, and operational problem‑solving. The Manager leads and develops the Guest Experience Supervisor and Associates fostering collaboration across departments and a consistent, welcoming experience for all audiences.

Responsibilities extend beyond the Welcome Desk to include onsite and offsite programs, group tours, event support, volunteer engagement, and other mission‑aligned initiatives. The Manager deploys team resources based on operational needs and partners with the Director of Programs & Experiences and colleagues across NVMM to coordinate priorities and strengthen execution.

• Program & Experiences Operations
  • Coordinate day-to-day Guest experience operations across the Museum, using the Welcome Desk as an important point of service while ensuring staff are also available throughout public spaces, galleries, group visits, programs, and events.
  • Establish and reinforce consistent service standards, operating procedures, and expectations for Guest interactions, admissions, questions, and issue resolution.
  • Assess Guest flow, program and event needs, staffing coverage, service quality, and operational priorities; deploy and adjust team assignments across locations and activities, and communicate issues or emerging trends to the Director of Programs & Experience.
  • Respond to Guest concerns and service issues with sound judgment, resolving matters within established guidelines and escalating sensitive or complex situations appropriately.
  • Coordinate with Programs & Experience, Events, Membership, Advancement, Safety Services, and other teams to deliver connected guest‑facing support for daily Museum operations, group visits, public programs, special events, and offsite activities.
  • Lead museum tours and facilitate group visits for diverse audiences including school groups, children, adults, Veterans, seniors, and intergenerational groups.
  • Partner with the Director of Programs & Experiences to develop and implement training, standards, and approaches for tours, storytelling, and interpretive experiences.
  • Support the delivery of onsite and offsite programs, events, and other mission‑aligned experiences, adapting team assignments to meet guest and program needs.
  • Maintain current reference materials and procedures so Guest Experience Associates can provide accurate information about Museum operations, exhibitions, programs, events, memberships, services, and offsite engagement opportunities.
• Guest Experience Team Leadership & Development
  • Directly supervise and develop the Guest Experience Supervisor and Guest Experience Associates through onboarding, training, work direction, feedback, and performance management in partnership with the Director of Programs &…