Vice President Of Service Operations Jobs (NOW HIRING)

Description

The Interim Vice President of Guest Event Management Services (GEMS) serves as a key strategic and operational leader focused on ensuring effective communication, planning systems, staffing strategy, and long-term sustainability across Cathedral operations. The Interim Vice President is also expected to maintain a visible operational presence and provide hands-on leadership support during major events, peak operational periods, and complex institutional activities. The ideal candidate is an experienced and collaborative leader who thrives in dynamic public-facing environments and brings strong operational judgment, emotional intelligence, and a commitment to hospitality, mission, and service. 

This position is intended to provide leadership continuity, operational stability, and strategic transition support while the Cathedral conducts a search for a permanent Vice President of Guest Event Management Services. 

The Interim Vice President provides executive leadership and operational oversight for the Cathedral's event operations, guest experience, venue coordination, hospitality functions, institutional scheduling, and public-facing activities across Cathedral properties. This role leads a multi-disciplinary management team responsible for operational planning, event execution, front-of-house operations, audio/visual coordination, and hospitality services supporting worship services, public programs, concerts, donor gatherings, rentals, and other major institutional activities. This position plays a critical role in advancing the Cathedral's Strategic Plan priorities related to delivering a world-class guest experience and supporting excellence in worship, programs, and institutional hospitality. 

Duties and Responsibilities: 

Department Leadership and Operations 

• Provide leadership and strategic oversight for the Guest Event Management Services (GEMS) department, including front-of-house operations, event logistics, event planning, venue operations, hospitality, and calendar coordination. 
• Continue to build and sustain a unified, service-oriented culture across GEMS, aligning departmental operations with the Cathedral's mission, institutional priorities, and standards of hospitality. 
• Provide oversight and strategic support for major Cathedral events, national services, public programs, concerts, donor events, rentals, and other high-profile activities. 
• In collaboration with GEMS leadership, establish department-wide operational standards, staffing models, communication practices, and service expectations that support sustainable and efficient operations. 
• Monitor operational trends, evaluate departmental performance, and provide recommendations to executive leadership regarding staffing, systems, operational improvements, and resource allocation. 

Strategic Planning and Institutional Coordination 

• The Interim Vice President will partner closely with the Vice President of Revenue and other institutional leaders to identify, support, and help advance revenue-generating opportunities across events, programs, hospitality, and public-facing operations. 
• Identify operational risks, service gaps, and process inefficiencies, implementing improvements that strengthen communication, accountability, and execution across teams. 
• Partner closely with Protestant Episcopal Cathedral Foundation (PECF) Security, WNC Facilities and Preservation, and other institutional stakeholders to support campus-wide security initiatives, including magnetometer installation and operations, event security planning, emergency preparedness protocols, VIP and dignitary coordination, incident response planning, and ongoing evaluation of public safety and guest experience practices across Cathedral properties. 
• Serve as a trusted operational partner to the Chief Operating Officer/Chief of Staff and Leadership Council on institution-wide planning and execution. 

Leadership and Culture 

• Lead teams through periods of operational transition and organizational change with clarity, consistency, accountability, and professionalism. 
• Create and sustain a collaborative, accountable, and hospitality-focused work environment grounded in professionalism, communication, and service. 
• Coach and support leaders in navigating operational challenges, team management, conflict resolution, and organizational change. 
• Model sound judgment, emotional intelligence, discretion, and professionalism in interactions with staff, volunteers, clergy, donors, artists, vendors, public officials, and guests. 
• Partner with Finance and executive leadership to support budget planning, operational forecasting, staffing alignment, and responsible stewardship of institutional resources. 

Requirements

Minimum Qualifications: 

• Bachelor's degree in hospitality management, operations, business administration, arts administration, or related field, or equivalent professional experience. 
• Minimum of 10 years of progressive leadership experience in venue operations, hospitality, event management, performing arts operations, guest services, or related operational environments. 
• Minimum of 7 years of supervisory experience, including experience leading managers and cross-functional teams. 
• Demonstrated experience overseeing complex, high-profile events or public-facing operations in a fast-paced environment. 
• Strong operational, organizational, and people leadership skills, with the ability to manage multiple priorities and build collaborative relationships across teams. 
• Experience with budgeting, staffing strategy, operational planning, and process improvement. 
• Excellent verbal and written communication skills. 
• Proficiency with Microsoft Office Suite and operational or event management technologies. 

Preferred Qualifications: 

• Senior leadership experience within a performing arts center, cultural institution, hospitality organization, convention center, nonprofit, large church, or similarly complex public-facing institution. 
• Experience leading large-scale hospitality, venue, or guest experience operations. 
• Experience working in a mission-driven or nonprofit organization. 
• Familiarity with Episcopal Church operations, worship environments, or faith-based institutions preferred. 
• Abilities, Knowledge, and Skills: 
• Strong interpersonal and leadership skills and demonstrated ability to work in a team-oriented, collaborative environment among diverse internal and external constituencies. 
• Excellent time management, problem solving, attention to detail, and project management skills. 
• Demonstrated record for leading change within an organization and building the capacity of a driven, talented, and diverse team with limited resources. 
• High emotional intelligence, with a demonstrated ability to build a positive and collaborative culture. 
• Analytic and decisive with the ability to prioritize and communicate to governance, management, and staff the key objectives and tactics necessary to achieve organizational goals. 
• Excellent interpersonal and communications skills.  
• Self-motivated, adaptable, proactive, and able to inspire and motivate others. 
• Commitment to and enthusiasm about the mission and vision of Washington National Cathedral. 
• Ability to communicate and collaborate effectively with people from a variety of backgrounds. 

Working Conditions: 

• The position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, and stooping in the performance of daily activities. 
• The position also requires grasping, repetitive hand movement, and fine coordination in preparing reports using a computer keyboard. 
• The position also requires near and far vision for reading and preparing written reports and other required documents. 
• Acute hearing is also required when providing phone assistance. 
• The need to lift, drag, push, and pull files, reports, and other materials weighing up to 25 pounds is also required. 
• This position requires work during regular business hours. At times, some work on weekends and outside of regular business hours may be required. 
• This position requires regular on-site work at Washington National Cathedral. The ability to reliably travel to and from the Cathedral is required. 

TERM OF ENGAGEMENT: 

This is a full-time, term-limited position intended to provide executive leadership and operational continuity during a transitional period for the Guest Event Management Services department. The anticipated term of this engagement is approximately 9 to 12 months, though the exact duration may vary based on organizational needs and the timing of the search for a permanent Vice President of Guest Event Management Services. 

The individual in this role will be expected to support leadership transition planning, onboarding, and knowledge transfer efforts to ensure a successful transition to permanent leadership. 

Washington National Cathedral is an equal opportunity employer and strives to create a more diverse and inclusive atmosphere for all. Applicants will not be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, or national origin. 

We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. 

Washington National Cathedral seeks individuals who are committed to our mission. We appreciate interest from those who will contribute to an atmosphere in which diversity is valued and supported.