DIRECTOR OF OPERATIONS

Visit Annapolis & Anne Arundel County (VAAAC) is seeking a Director of Operations focused on enhancing the traveler experience at BWI Marshall Airport, scheduled to open in 2025. The Director of Operations plays a key role in delivering exceptional service to visitors while supporting the organization's revenue goals through the promotion and sale of co-operative (co-op) advertising opportunities. In addition to direct visitor engagement and business development, this position oversees part-time staff and apprentices. The Director will focus on enhancing the traveler’s experience by showcasing Annapolis, Anne Arundel County, and other Maryland Destinations. The Director of Operations will oversee interactive experiences, marketing agreements, advertising sales, and direct engagement with visitors. This position will report to the Chief Operating Officer.

Key Responsibilities:

Pre-Opening Responsibilities

• Work closely with contractors, architects, and designers to ensure that the physical space meets operational, visitor service and branding requirements in collaboration with the Chief Operating Officer.
• Monitor project timelines, milestones, and deliverables; report delays or concerns to leadership in a timely manner.
• Participate in site inspections, punch list walk-throughs, and acceptance of completed work from contractors.
• Assist with the recruitment, training, and on-boarding of front-line visitor experience staff prior to launch.

Traveler Engagement and Experience

• Greet and assist travelers by providing information about events, attractions, dining, and accommodations.

• Develop and manage interactive displays that showcase upcoming conferences, events and top attractions in Anne Arundel County while including highlights from other Maryland counties.

• Collaborate with event organizers, local partners, and the sales team to create tailored, on-site activations for major conferences and events in the region. 

• Maintain a calendar of major events in Anne Arundel County to plan and implement promotional activities while staying up to date on all things Maryland. 

 Marketing and Advertising Management 

• Actively promote co-op advertising opportunities to local businesses, attractions, and tourism partners.
• Work collaboratively with the marketing, sales, and partnerships teams to align advertising sales efforts with broader promotional campaigns.
• Maintain CRM of advertising database with up-to-date partner information.
• Oversee marketing agreement related to advertisements within the information center, including digital displays, signage, and promotional materials 

Administration and Reporting 

• Develop and manage the budget for the Destination Services function tracking revenue and expenses ensuring cost-effectiveness in collaboration with the Director of Finance. 

• Prepare regular reports on traveler engagement, marketing activities, and promotional impact, focusing on both Anne Arundel County and broader Maryland initiatives.

Staff & Volunteer Supervision

• Recruit, train, schedule, and supervise part-time staff and apprentices.
• Provide ongoing coaching and performance feedback to ensure exceptional visitor service standards are met.
• Serve as the primary point of contact for day-to-day staff and volunteer needs, including troubleshooting operational issues as they arise.
• Other duties as assigned

Qualifications: 

• 3+ years of experience in hospitality, tourism, marketing, retail management, or a related field. 

• Strong project management skills with the ability to develop interactive experiences and manage multiple initiatives simultaneously. 

• Excellent interpersonal and communication skills with a visitor-centric mindset
• A commitment to the mission, vision, and values of Visit Annapolis & Anne Arundel County

Additional Information:

Eligible applicants may be subject to a background investigation under federal or state laws and regulations. A conviction is not an automatic disqualification to employment. Erroneous, misleading, or fraudulent information on an application is sufficient grounds for rejection from the hiring process, removal from the list of eligibles, withdrawal of an offer for employment or immediate discharge.

Salary & Benefits

This full-time, exempt position offers a competitive starting salary ranging from $85,000 - $95,000. In addition, VAAAC offers generous benefits, including 20 PTO days, 13 floating holidays, employer-paid (individual) health, vision, and dental benefits, 401(k) plan with 5% match (after 90 days), basic short-term disability and life insurance benefits (after 90 days), Employee Assistance Program, parking benefits and professional development. 

About Visit Annapolis & Anne Arundel County:

Visit Annapolis & Anne Arundel County (VAAAC) is a nonprofit, partnership-focused Destination Marketing/Management Organization (DMO). VAAAC’s mission is to foster a welcoming destination and promote tourism on behalf of our visitors, partners, and community.  VAAAC is located in historic downtown Annapolis, Maryland at 26 West Street.