Vice President | Experiences & Attractions

POSITION/LEVEL: VP, Experiences & Attraction– One Times Square                            FLSA STATUS: Exempt

DEPT/OFFICE: Experiences & Attractions                                                                             DATE: October 2026

REPORTS TO: SVP/GM, One Times Square

COMPENSATION: $215,000 – 230,000 with bonus at 25%

About One Times Square

One Times Square is a 26-story building located at the intersection of 42nd Street, Seventh Avenue, and Broadway in the heart of Times Square. Originally built as the headquarters for the New York Times at the turn of the 20th century, the building is being reimagined as a modern-day destination for entertainment, technology, and art by Jamestown, known globally for Chelsea Market in New York, Ponce City Market in Atlanta, and Ghirardelli Square in San Francisco. The building has been the focal point for the iconic Times Square New Year’s Eve Ball Drop Celebration since 1907 and continues to play a central role in the world’s New Year’s Eve traditions. For more information, visit www.onetimessquare.com

About Jamestown

Jamestown is a design-focused, vertically integrated real estate investment manager and service provider with over 40 years of experience and a mission to create places that inspire. Since its founding in 1983, Jamestown has executed transactions exceeding $40 billion. As of September 30, 2024, Jamestown has assets under management of $13.7 billion and a portfolio spanning key markets throughout the U.S., Latin America, and Europe. Jamestown employs more than 650 people worldwide with 12 global offices, including headquarters in Atlanta and Cologne. Current and previous projects include One Times Square and Chelsea Market in New York, Industry City in Brooklyn, Ponce City Market in Atlanta, Ghirardelli Square in San Francisco, the Innovation and Design Buildings in Boston and Lisbon, and Groot Handelsgebouw in Rotterdam. For more information, visit www.jamestownlp.com.

JOB SUMMARY

The Vice President, Experiences & Attractions owns day-to-day operations, guest experience and commercial performance for guest-facing experiences at One Times Square. Reporting to the SVP/GM, the VP sets the operating standard, builds the team behind it, and is accountable for guest satisfaction, revenue, margin and safety.

The VP carries the full mandate across all experiences: venue operations, guest experience, team leadership, financial management and vendor partnerships, with the goal of making each one a must-visit destination in New York City.

The VP works hand in hand with the heads of Financial and Technology Operations,  Marketing & Revenue, and partners with the Wedding and Event Business to ensure what we sell is what we deliver. This is a hands-on leadership role: part operator, part guest-experience champion, part growth driver.

ESSENTIAL FUNCTIONS

Strategic Leadership and Brand Vision

• Develop and execute strategic plans that make every experience a top-tier, must-see attraction

• Ensure the brand standards translate into service delivery and ensure every guest-facing touchpoint matches the positioning

• Partner with Marketing to evolve offerings and optimize growth

• Develop the service vision for OTS

Operations and Venue Management

• Lead daily operations across all experiences, from opening to close, with clear standards, procedures and accountability

• Build operating playbooks, SOPs and checklists that scale as new experiences launch

• Lead cross-functional operations across all attractions and experiences

• Ensure facilities are show-ready: cleanliness, safety, compliance and vendor management

• Ensure compliance with NYC food handling requirements, health, safety, accessibility, insurance and licensing rules

• Manage operational risk and business continuity, including product spoilage and damage, and maintain and drill emergency and crisis plans

• Own labor strategy: scheduling, staffing models, cost controls and peak-event surge planning, including New Year's Eve

• Oversee ticketing, admissions and box office operations to best practice

• Partner with Security and Property Management on crowd flow and building access

Guest Experience and Hospitality Standards

• Define what a great guest day looks like, then design, measure and protect it at every touchpoint

• Champion a culture where every guest interaction is personal and meaningful

• Build a feedback system: reviews, surveys, mystery shops and real-time service recovery

• Track NPS, review ratings, complaint resolution and repeat visits, and act on them

• Train and empower staff to anticipate needs and exceed expectations

Financial Performance and Business Management

• Manage budget, forecast, labor, margin and reporting

• Drive revenue through booking conversion and upselling of premium experiences

• Manage contracts, procurement and vendor relationships for quality and cost efficiency

• Use dashboards and data to spot trends early and decide fast

Sales and Marketing Collaboration

• Work with Marketing and Revenue Management on advertising, PR, partnerships and capacity optimization

• Support promotional campaigns, influencer activations and media opportunities

• Partner with the Wedding and Event business so what we sell is what we deliver

People Leadership

• Hire, train and develop a best-in-class service team and a strong bench of managers

• Run an engagement program that makes OTS a place people want to work

• Lead with integrity and coach with high standards and high care: clear expectations, honest feedback, visible recognition

• Foster a collaborative, inclusive, positive culture

Partners and Cross-Functional Collaboration

• Manage relationships with wedding and event partners, operators and outside agencies

• Collaborate with Legal, Asset Management, Finance, Technology & Business Systems and Development & Construction on build-outs, openings and building-wide initiatives

Minimum Qualifications

Education

• Bachelor's degree in hospitality, business or a related field preferred or equivalent work experience

Experience

• 10+ years in progressive operations leadership at a high-volume attraction, museum, immersive venue, theme park, retail or hospitality property, including 5+ at the General Manager or senior leadership level

• Proven success running high-volume, premium-service destinations in a dense urban environment (1M+ annual visitors preferred)

• Full P&L ownership with strong budgeting, forecasting, labor and cost control skills

• Hands-on experience with ticketing systems and box office best practices

• Track record of lifting guest satisfaction, reviews and repeat visits

• Experience launching new experiences or business lines, from concept through opening and stabilization

• Experience building inventory and replenishment systems for food or retail environments; familiarity with NYC food handling requirements

Skills and Abilities

• Strong leadership, organizational and communication skills; sound judgment in ambiguous, fast-moving situations

• Demonstrated success leading and engaging large, diverse frontline teams

• Proficient with venue software, POS systems, Microsoft Office, CRM and survey tools; fluent with dashboards and operational data

• Collaborative, energetic leader equally at home on the floor with the team and in the room with ownership

Other

• Multilingual skills are a plus

• Ability to stand and walk for extended periods and lift up to 50 lbs

• Flexibility to work evenings, weekends, holidays and major events, including New Year's Eve

What Success Looks Like

• Guest satisfaction and review scores are rising across every experience, and each is established as a top-tier attraction

• Operating standards are documented, trained and consistently met

• Experiences hit or beat revenue and margin targets, with labor cost in line with plan

• Inventory, replenishment and food safety run without gaps or spoilage surprises

• A stable, engaged leadership bench is in place, with open roles filled

• New Year's Eve and other peak moments run safely, smoothly and memorably

Working Conditions

This role works in a fast-paced, dynamic environment and involves regular walking and standing throughout the attractions. Regular, reliable attendance is essential. Schedules may flex with the needs of the attractions, including evenings, weekends, holidays, special events and occasional travel. All team members uphold company policies and procedures that keep guests and staff safe and the experience excellent.

Equal Opportunity Employer

Jamestown LP is committed to a workplace where all employees feel valued, supported and empowered to succeed. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state or local law.