CHIEF EXPERIENCE OFFICER
: Job Details :

Title

CHIEF EXPERIENCE OFFICER

Open Date 12/16/2024 Full-Time/Part-Time Full-Time Exempt/Non-Exempt Exempt Bargaining / Non-Bargaining Non-Bargaining Division Venues Parks and Arts Location VPA Admin Reports To Executive Director of VPA Schedule 40 hours per week, Monday thru Friday and Weekends as needed Pay Rate $105,000 - $110,000 Annually Description

SALARY: $105,000 - $110,000 Annual

POSITION SUMMARY:

The Chief Experience Officer will be the driving force behind the strategic design, development, and implementation of improving overall visitor experience across the Venues, Parks & Arts public spaces. Elevating visitor interactions throughout South Bend's parks, cultural, and historical sites. This position is critical in fostering a cohesive, welcoming, positive, and memorable experience for all visitors, supported by a unified custodial and safety team. The Chief will not only collaborate with various city departments, VPA divisions, and stakeholders but also lead them to create innovative programs, manage visitor services, and enhance the reputation of South Bend as a top-tier destination for tourists and residents. This role also presents a unique opportunity to champion innovative visitor services, initiate in-sourcing for operational efficiency, oversee and manage contractual security agreements and associated funding, and lay a strong foundation for a newly established Visitor Experience division to ensure South Bend is a must-visit destination for tourists and residents alike.

As a leader and employee of the City of South Bend, you are called upon to serve in a manner that supports Our Core Values: Excellence, Accountability, Innovation, Inclusion, and Empowerment as you carry out our primary employee expectations: Champion Values & Organizational Pride, Champion Operational Excellence, Make Sound Decisions, Embrace Coaching and Accountability, Communicate with Excellence, Value Diverse People and Perspectives, Embrace Personal Development, Exhibit a Positive Attitude and Own Your Health, Wellness & Safety

SCHEDULE: 40 hours per week, Monday- Friday, Weekends work required as needed

Pay Rate: $105-110k Annually

SUPERVISION EXERCISED:

* Directly supervises visitor services staff, including training, performance evaluations, and professional development

* Coordinates with various departments to ensure alignment in visitor experience initiatives

Position Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Create and oversee programs that enhance the visitor experience at parks, venues, corridors, and other public facilities

* Build a team approach to custodial and safety efforts, maintaining a high standard of excellence

* Strengthening partnerships and promote South Bend

* Establish service standards and best practices to ensure excellent customer interactions

* Recruit, train, and lead a diverse team of visitor services personnel, fostering a culture of engagement and continuous improvement

* Collect and analyze visitor feedback and data to inform strategic decisions and improvements

* Work with local businesses, tourism organizations, and community stakeholders to promote South Bend as a destination

* Manage contractual security agreements, including budget oversight and performance evaluations

* Develop and manage the budget for visitor experience initiatives, ensuring responsible use of resources

NON-ESSENTIAL/MARGINAL FUNCTIONS:

* Assist with administrative tasks as needed

* Participating in community outreach and public relations efforts

* Attending workshops and conferences to improve personal and professional development.

EDUCATION / QUALIFICATIONS:

* Bachelor's degree in hospitality management, tourism, public administration, or a related field, Master's degree preferred.

* Minimum of 5 years of experience in visitor services, tourism, hospitality management, with at least 2 years in a supervisory role

KNOWLEDGE SKILLS AND ABILITIES:

* Strong understanding of tourism trends and visitor service best practices

* Excellent leadership, communication, and interpersonal skills

* Ability to analyze data and make informed decisions to improve visitor experience

* Proficiency in budget management and resource allocation

CERTIFICATES, LICENSE, REGISTRATION:

* Certified Hospitality and Tourism Management Professional (CHTMP)

* Valid Driver's license required.

EQUIPMENT:

Familiarity with office software (Microsoft Office Suite, CRM systems) and visitor management software

PHYSICAL DEMANDS:

* Ability to work in a variety of settings, including outdoor environments.

* May require lifting up to 25 pounds and standing for extended periods of time

WORK ENVIRONMENT:

* Primarily an office setting with occasional outdoor work.

* Frequent interaction with the public, city officials, and community partners.

* May require evening and weekend hours for events and community engagements.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. The City of South Bend is an at will employer.

REQUIRED:

Pre-Employment Drug Screen

Employee Background check

Equal Employment Opportunity Employer

Required NB-FT-Chief Experience Officer About the Organization South Bend is the economic, educational, media, and cultural hub of a multi-county region spanning the Michigan-Indiana border. It's the fourth-largest city in Indiana with over 100,000 residents. South Bend's flourishing collegiate community and burgeoning tech industry have built upon the foundation of the city's industrial past to create a vibrant present and a promising future. The city's 14 institutions of higher learning, including the internationally renowned University of Notre Dame, infuse South Bend with creative energy in the arts, business, and technology. Combined with recent economic growth, strong neighborhoods, an affordable cost of living, exciting recreational opportunities, and thriving arts venues make South Bend a fabulous place to live, work, and, play.

* AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.* EOE Statement EOE/ADA Statement

The City of South Bend provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application/hiring process should contact the Legal Department's ADA Compliance Officer, Michael Schmidt, at ...@southbendin.gov and Human Resources at ...@southbendin.gov to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

The City of South Bend seeks to attract, develop, and retain the highest quality public safety officers, staff and administration. The City of South Bend is an Equal Opportunity Employer, and is committed to building a culturally diverse workplace. We strongly encourage applications from underrepresented candidates and others that will enhance our community in compliance with EO No. 1-2016 Section 1. Moreover, the City of South Bend prohibits discrimination against veterans or disabled qualified individuals, and requires affirmative action by covered contractors to employ and advance veterans and qualified individuals with disabilities in compliance with 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a).

This position is currently accepting applications.

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