We’re Hiring! Visitor Experience Manager

We’re seeking someone to join the Crosstown Concourse team! Do you have a love of community and want to be a key part of one of the city’s most unique and thriving locations?

The Visitor Experience Manager is an enthusiastic and empathetic person whose primary function is a hospitable frontline presence that ensures a positive experience for all visitors and plays a vital role in creating a welcoming, inclusive, and safe environment at Crosstown Concourse. This position blends traditional concierge-type duties with a community liaison focused on social services—building relationships and trust with those that frequent Crosstown, including tenants, students, business guests, and people of need. This position is ideal for someone who is deeply people-oriented, steady and calm under pressure, highly organized, and passionate about community-centered spaces.

 

Responsibilities:

Community Liaison & Social Engagement:

-Offer a welcoming, non-judgmental presence to all visitors, including individuals who may be in need, and help maintain a calm and respectful environment through compassionate engagement.

-Work with security and staff to distinguish between those who are peacefully occupying space and those who may be causing disruptions or exhibiting acute psychological or emotional distress; act as a first responder to immediately address and de-escalate disruptions when they occur; work to understand the root causes and individual needs through respectful conversation.

-Serve as a bridge by proactively connecting individuals in need with local social service providers, including shelters, food resources, mental health services, treatment programs and outreach organizations.

-Build and maintain relationships with community partners to stay informed of available resources.

-Keep clear, professional records of incidents, contacts, referrals, and outreach efforts.

-Serve as a liaison between property management, security, and service organizations to ensure coordinated responses.

-Assist in the development and maintenance of a site-specific outreach and safety plan.

-Participate in training related to this work, such as trauma-informed care, de-escalation, and crisis response.

 

Visitor Services:

-Proactively engage and welcome guests to Crosstown Concourse in the Central Atrium area, answering questions and directing guests to their destination.

-Manage the front-of-house reception area in the Central Atrium, including public traffic, residential visitors and deliveries, and complete general administrative duties as assigned.

-Support corporate community engagement activities and visitor experience initiatives. 

-Stay informed about the history of the building, tenant directory, and programming to provide guests with accurate and engaging information.

-Manage internal calendars about events and programming for accurate and effective communication to staff and tenants.

-Work with custodial staff to ensure the Central Atrium is organized, clean, and welcoming.

-Manage common signage and area message boards, including Vestaboard (flip board at the reception desk).

-Manage common area music, including speaker setup and takedown for events.

-Coordinate with Crosstown Arts and property management on events and facility use, including the Photo Pass system.

-Monitor building activity and work with security and facilities teams to address behavior or safety concerns appropriately.

 

Key Competencies:

• Strong interpersonal and communication skills; able to maintain a friendly, enthusiastic, and engaging public persona in all circumstances. 
• Knowledge of local social services (housing, food programs, mental health resources, etc.).
• Able to navigate sensitive conversations with compassion and professionalism; comfortable initiating courteous conversation with guests who are not following behavior policies.
• CPR/First Aid certified.
• Able to multi-task and maintain a high level of professionalism while experiencing ongoing interruptions from a variety of sources. 
• High-level organizational skills and attention to detail. 
• Works effectively with staff, tenants, volunteers, and external partners.
• Maintains a calm and helpful demeanor, even under stress.
• Able to deescalate conflict in a polite manner and manage a range of public situations with a high level of discretion regarding the involvement of other staff, on-site security, and/or police as needed. 

Experience:

• Minimum: 4+ years working with vulnerable populations (homeless, mental health, substance use, etc.) and in social services or community engagement.
• Preferred: Associate’s or bachelor’s degree in Social Work, Psychology, Public Health, Human Services or other related field; 2+ years of experience working with homeless populations, mental health, or in a community outreach or case management role.
• Bilingual proficiency is a plus.

 

Physical Requirements:

• Able to work on foot for long periods and navigate a large, multi-use facility, with both indoor and outdoor work.
• In-office work required.

 

Schedule & Reporting: 

Full-time, Tuesday through Saturday from 11:00 am-7:00 pm.

 

Benefits and Compensation:

This is an hourly, full-time position eligible for all benefits. Pay rate commensurate with experience and skill level. 

 

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

About Crosstown Concourse

Crosstown Concourse is a vibrant, inclusive “vertical village” in Memphis designed to foster meaningful connections among a diverse range of people. Home to a wide array of residential, commercial, non-profit, educational, and cultural organizations, the Concourse serves as a dynamic public space where community members gather to eat, shop, learn, create, and connect.

With over 30 ground-floor entrances, the Concourse promotes an open, accessible environment that invites engagement from all corners of the community. This openness naturally attracts a wide variety of visitors—including residents, students, employees, guests, and individuals facing acute challenges such as homelessness or psychological distress. In order to ensure that every visitor enjoys a safe, welcoming, and respectful experience, Crosstown Concourse embraces a thoughtful, people-first approach to guest services and community support, while also enforcing policies that maintain the peaceful enjoyment of the space for everyone.

Once home to Memphis’ leading employer, the historic 1.5-millionsquare-foot Sears, Roebuck & Co. warehouse and distribution center was built in 1927 and home to 1,500 employees who handled 45,000 orders daily.  The building was abandoned in 1993 and stood vacant for more than 20 years, despite being one of Tennessee’s largest structures. Reimagined and reopened in 2017 as Crosstown Concourse, the 16-acre campus is now a vibrant community anchor that goes “beyond mixed use” and includes housing, commercial and non-profit offices, restaurants and retail, as well as arts and culture, health and wellness, and educational tenants. The biggest adaptive reuse initiative in Tennessee and the largest LEED Platinum Certified adaptive reuse project in the world, the Crosstown “vertical village” is attempting to live out the notion of “better together” and become an inclusive microcosm of the city where a diverse range of people – ethnically, economically, professionally, and generationally – interact in meaningful and inspiring ways that improve the quality of life for everyone.

 

Vision:

To create moments of discovery for all.

 

Mission:

To use a building to change how people experience their lives, their neighborhood and their city by purposefully creating unexpected connections.

 

Guiding Principal:

We believe in the intersection of art, life, and civic drive, where life is lived as a creative process.  Here, everyday activity captures the imagination, inspires curiosity and celebrates a mosaic of ideas, sounds, and spirits. Be part of the tapestry of people coming together to create, explore and change the world around us. Crosstown Concourse. Come Curious.

 

Click here to apply.