Director of Visitor Experience

Wings Over the Rockies is a celebrated Colorado-based non-profit organization and serves as Colorado's official Air and Space Museum. Established in 1994 and located in Denver's historic Lowry neighborhood, Wings Over the Rockies offers an expansive experience with nearly 100,000 square feet of world-class historical and educational exhibits. The museum’s collection includes over 60 impressive aircraft and spacecraft, detailing captivating stories and personalities related to aviation and space exploration. In addition to its flagship location, Wings operates Exploration of Flight at Centennial Airport, which opened in 2018 and features 18,000 square feet of interactive aviation experiences and events. Visitors from all 50 U.S. states and more than 34 countries come to explore both locations, drawn by the blend of history, education, and engaging activities. Wings Over the Rockies is dedicated to its mission to educate, inspire, and excite all people about the past, present, and future endeavors in aviation and space.

The Director of Visitor Experience is a pivotal leadership role within Wings Over the Rockies, tasked with ensuring that the museum’s front-facing operations deliver an outstanding guest journey across both Wings locations. With direct oversight of approximately 10 staff members, including front-of-house personnel, museum store management, and simulator operators, this position drives excellence in admissions, the welcome center, group sales, tours, simulators, and membership sales and experience. The role is designed to integrate service excellence, operational efficiency, and revenue-generating opportunities, ensuring that every visitor interaction reflects the museum’s commitment to quality and engagement.

Reporting directly to the Chief Experience Officer, the Director of Visitor Experience plays a key role in a collaborative leadership team focused on optimizing guest experience and expanding community impact. This role leads a diverse team of full-time, part-time, and volunteer staff, fostering a culture of accountability, teamwork, and high service standards. Responsibilities include managing visitor flow, especially during peak periods and school group visits, addressing visitor concerns promptly and professionally, and coaching staff to maintain exceptional service behaviors. The Director also oversees the retail and revenue operations, including POS systems and admissions transactions, with a focus on identifying growth opportunities across retail, memberships, and experiences.

Membership strategy is another core component of the role, involving leading sales, engagement, and retention efforts in partnership with Development and Marketing teams. Strategies aimed at converting visitors into members are developed and implemented, with robust training and coaching to enhance staff effectiveness in selling and storytelling. Ensuring a relational, rather than transactional, membership experience is paramount, along with continuous monitoring and analyzing of membership performance metrics.

Additional responsibilities include managing group sales and on-site programs, working closely with Education, Events, Guest Services, and Facilities to provide a seamless and aligned visitor experience. The Director of Visitor Experience contributes to institutional strategy, particularly supporting Wings’ pillars of elevating the visitor experience and growing sustainable revenue. They establish performance indicators for visitor satisfaction, revenue generation, and operational efficiency while managing departmental budgets and ensuring alignment with the organization’s brand and storytelling. This full-time position offers a salary range of $80,000 to $90,000 annually plus eligibility for discretionary bonuses. Benefits include comprehensive medical, dental, and vision coverage, retirement plans, paid leave, and more. The role demands a commitment to operational excellence and a passion for aviation and space education, making a meaningful difference in the public’s understanding and excitement about these fields.