Supervisor, Volunteer Programs

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse peoples who helped shape a new nation.  

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on-site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over five million people visit Williamsburg and another 20 million engage with us digitally.

Under the direction of the Director, Volunteer Programs, supervise the day-to-day operation and expansion of Colonial Williamsburg's volunteer Wayfinders program, a focused volunteer program serving guests throughout the Historic Area. The Supervisor is responsible for building and maintaining a reliable corps of trained volunteers who welcome guests, provide directions and maps, answer practical visit questions, help guests locate destinations and services, and connect guests with the appropriate resources when additional assistance is needed.

The position has primary responsibility for Wayfinder recruitment, selection, onboarding, training, readiness, deployment, supervision, communication, and ongoing volunteer support. A central priority is substantially expanding the existing program while maintaining consistent expectations for service, preparedness, reliability, and the guest welcome. The Supervisor establishes practical processes that allow growth to occur at scale without compromising volunteer quality or guest experience.

Wayfinders are dedicated to wayfinding and guest assistance. They are not assigned to provide specific historical interpretation, conduct tours, or deliver formal programming. The Supervisor ensures that volunteers understand the boundaries of the role, are prepared to answer common wayfinding and visit-planning questions accurately, and know when and how to refer a guest to another employee, volunteer, location, or resource. The position works closely with the Manager, Volunteer Programs and partners across the Historic Area and other guest-facing functions to support a welcoming, highly visible, and dependable Wayfinder presence.

As a secondary responsibility, the Supervisor oversees volunteers assigned to Colonial Williamsburg's Liberty Lounge, located in the Williamsburg Historic Area and dedicated to welcoming active-duty service members, veterans, retired military members, and their families. The Lounge is the first dedicated facility in Williamsburg to provide this courtesy service since the World War II era, when John D. Rockefeller Jr. supported the USO. The Supervisor carries this tradition of military hospitality forward by ensuring that Liberty Lounge volunteers are prepared, supported, and attentive to the needs of the military community.

Supervise the Wayfinders program as a distinct component of Colonial Williamsburg's broader volunteer program architecture. Translate program goals established with the Manager, Volunteer Programs into practical recruitment, onboarding, training, deployment, and volunteer-support plans. Build the operational capacity needed to substantially expand the program while maintaining consistent service expectations and appropriate oversight.

Develop and carry out an active recruitment strategy for Wayfinder volunteers. Identify appropriate recruitment channels, communicate the purpose and expectations of the role clearly, support information sessions and outreach activities, and maintain a sufficient candidate pipeline to meet program growth and coverage needs. Coordinate recruitment activity with the Manager, Volunteer Programs and appropriate Human Resources and Communications partners.

Support a consistent selection process for prospective Wayfinders. Assess candidates for reliability, communication ability, comfort engaging with the public, willingness to learn, and alignment with the service expectations of Colonial Williamsburg. Ensure prospective volunteers understand that the Wayfinder role is focused on welcoming guests, providing practical assistance, and helping guests navigate the Historic Area.

Coordinate the onboarding and administrative processing of new Wayfinders so volunteers complete required steps accurately and efficiently before beginning service. Maintain clear onboarding workflows, monitor completion, resolve routine issues, and coordinate with the Manager, Volunteer Programs and relevant internal partners when additional support or approval is needed.

Develop, coordinate, deliver, and maintain training that prepares Wayfinders to perform the role confidently and consistently. Training should include orientation to the Historic Area, building destinations, routes, maps, guest amenities, transportation information, accessibility resources, common guest questions, service expectations, role boundaries, referral practices, and other information necessary for effective wayfinding. Establish a practical method for confirming volunteer readiness before independent deployment.

Maintain accurate and user-friendly training materials, reference guides, maps, quick-reference resources, updates, and other tools used by Wayfinders. Establish a process for communicating changes in locations, access, operating conditions, events, closures, routes, or guest resources that affect wayfinding. Retire outdated information promptly and reinforce current information through ongoing communication and refresher training.

Coordinate Wayfinder scheduling and deployment to support a visible and useful volunteer presence throughout the Historic Area. Match volunteer availability with identified locations and program needs, maintain appropriate coverage, respond to routine schedule changes, and identify recurring gaps that require additional recruitment or changes in deployment. Use program information to improve placement over time.

Provide direct supervision, guidance, and support to Wayfinder volunteers. Establish clear expectations for attendance, preparedness, conduct, dress and appearance, guest interaction, communication, and adherence to the scope of the role. Be available to answer questions, address routine concerns, clarify expectations, and provide timely direction when volunteers need assistance.

Maintain a regular on-site presence throughout the Historic Area to observe the Wayfinders program as it operates. Confirm that volunteers are positioned appropriately, visible to guests, prepared with needed materials, and consistently providing a welcoming and helpful experience. Use direct observation and volunteer feedback to identify coaching needs, training gaps, deployment issues, or other opportunities for improvement.

Reinforce Colonial Williamsburg's Common Purpose, Service Standards, Service Behaviors, and other applicable guest-service expectations within the Wayfinders program. Coach volunteers to provide accurate, courteous, approachable, and practical assistance while helping guests feel welcome and supported throughout their visit. Ensure Wayfinders understand how their interactions contribute to the broader guest experience.

Maintain consistent communication with Wayfinder volunteers about schedules, program changes, training opportunities, operating updates, guest needs, and other information necessary for effective service. Use clear, timely communication practices that help volunteers remain informed, connected, and prepared for their assignments.

Support a positive volunteer experience that encourages reliability, engagement, and retention. Develop strong working relationships with Wayfinders, identify recurring concerns or barriers to participation, and bring broader issues to the Manager, Volunteer Programs. Coordinate with appropriate partners to recognize strong service, meaningful contributions, milestones, and examples of volunteers demonstrating Colonial Williamsburg's service expectations.

Observe volunteer performance and provide timely coaching when expectations are not being met. Document recurring concerns when appropriate, establish clear expectations for improvement, and coordinate with the Manager, Volunteer Programs on significant performance, conduct, reliability, or role-fit issues. Apply expectations consistently and respectfully across the program.

Ensure Wayfinders can answer common practical questions about navigating Colonial Williamsburg and can quickly identify the appropriate resource when a question falls outside the Wayfinder role. Reinforce clear boundaries between wayfinding and functions such as historical interpretation, formal programming, operational decision-making, or other specialized guest services. Help volunteers use sound judgment when referring or escalating questions.

Prepare Wayfinders to assist guests with differing mobility, sensory, language, age, and access needs within the practical scope of the role. Coordinate with appropriate subject matter experts to ensure volunteers know available accessibility resources, appropriate routes, and referral options. Identify recurring wayfinding barriers and bring them to the Manager, Volunteer Program and responsible operational partners.

As a secondary assignment, supervise volunteers who staff Colonial Williamsburg's Liberty Lounge in the Historic Area. Coordinate volunteer orientation, scheduling, communication, readiness, day-to-day support, and service expectations so eligible active-duty service members, veterans, retired military members, and their families receive a consistent and respectful welcome. Maintain clear role expectations, respond to routine volunteer and guest needs, and coordinate operational matters with the Manager, Volunteer Programs and appropriate Historic Area partners.

Build effective working relationships with Historic Area operations and other guest-facing departments whose work affects guest navigation and information. Share relevant updates with Wayfinders, surface recurring questions or points of confusion, and coordinate practical solutions when changes in locations, routes, events, services, or operating conditions affect the volunteer program or guest wayfinding.

Maintain reliable records related to recruitment, onboarding, training completion, volunteer readiness, active participation, scheduling, coverage, retention, and other appropriate program measures. Provide the Manager, Volunteer Program with regular updates on growth, staffing capacity, volunteer participation, training progress, recurring issues, and areas requiring attention. Use program data to support planning and continuous improvement.

Maintain organized and consistent processes for the Wayfinders program, including documentation, volunteer files, schedules, training records, communications, materials, and operating procedures. Review program practices as the volunteer corps grows and recommend changes that simplify administration, improve volunteer readiness, strengthen guest support, or allow the program to scale more effectively.

• Work hours may vary from week to week and season to season based on Wayfinders and Liberty Lounge program needs, volunteer activity, training schedules, seasonal demand, and Historic Area operations. This is not a traditional 9-to-5 position.
• Full scheduling flexibility is required. The Supervisor must be able to adjust working hours as operational needs require, including occasional evening, weekend, and holiday hours, in support of an operation that serves guests 365 days a year.
• This is an on-site position and is not designated as hybrid or remote. Regular on-site presence in the Historic Area is essential to supervise volunteers, observe program delivery, support training, and respond to day-to-day Wayfinder and Liberty Lounge needs.

This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.

This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

• University degree in Volunteer Administration, Hospitality, Tourism, Business Administration, Organizational Development, Communication, Education, Public History, Museum Studies, or a related field preferred, or equivalent professional experience.
• Minimum of 5 years of progressive experience in volunteer management, guest services, visitor services, hospitality, museum or cultural attraction operations, community engagement, workforce coordination, or a related field.
• Demonstrated experience supervising, coordinating, or leading volunteers, employees, or other service teams in a public-facing environment.
• Experience recruiting, onboarding, training, and supporting a large number of volunteers or employees, preferably during a period of significant program growth.
• Demonstrated ability to organize high-volume onboarding and training processes while maintaining accurate records and consistent standards.
• Experience developing or delivering practical training, orientation, reference materials, job aids, or other learning resources for front-line service roles.
• Strong service orientation and the ability to model a welcoming, calm, accurate, and helpful approach to guest interaction.
• Experience working with active-duty service members, veterans, retired military personnel, and military families is preferred for the secondary responsibility of supervising Liberty Lounge volunteers. Personal military service, experience as a military family member, or comparable professional, volunteer, or community experience supporting military-connected populations is valued but not required.
• Ability to supervise people with differing schedules, experience levels, communication styles, and motivations while maintaining consistent expectations.
• Strong organizational, scheduling, communication, facilitation, problem-solving, and follow-through skills.
• Ability to work effectively across departments and to communicate operational changes clearly to a large volunteer population.
• Comfort using volunteer management systems, scheduling tools, spreadsheets, email, and other common workplace technology to administer a large volunteer program.
• Knowledge of accessibility and inclusive guest-service practices preferred, particularly as they relate to navigation, communication, and visitor assistance.
• Strong judgment and discretion when working with volunteer records, performance concerns, guest issues, schedules, and internal information.

• Volunteer program supervision and administration.
• Liberty Lounge volunteer supervision and hospitality to the military community.
• Volunteer recruitment and selection.
• High-volume onboarding and processing.
• Training design, delivery, and reinforcement.
• Wayfinding knowledge and guest assistance.
• Volunteer scheduling and deployment.
• Field supervision and service observation.
• Coaching, performance feedback, and accountability.
• Volunteer engagement, retention, and recognition.
• Guest service and welcoming behaviors.
• Clear communication and change updates.
• Accessibility and inclusive wayfinding support.
• Cross-functional coordination.
• Program data, recordkeeping, and reporting.
• Operational judgment and problem solving.
• Continuous improvement and scalable process design.

Stand 

Frequently 

Walk 

Frequently 

Sit 

Constantly 

Use hands/fingers 

Constantly 

Climb or balance 

Rarely 

Stoop/kneel/crouch/crawl 

Rarely 

Reach with hands/arms 

Occasionally 

Talk or hear 

Constantly 

Lifting up to 10 lbs. 

Occasionally 

Lifting up to 25 lbs. 

Rarely 

Lifting up to 50 lbs. (with assistance) 

N/A 

Lifting up to 100 lbs. (with assistance) 

N/A 

More than 100 lbs. (with assistance) 

N/A 

Wet/humid conditions 

N/A 

Work near moving mechanical parts 

N/A 

Fumes/airborne particles 

N/A 

Extreme cold 

N/A 

Extreme heat 

N/A 

Risk of electrical shock  

N/A 

Driving requirement 

N/A 

 

Compensation Disclaimer: The compensation listed below for this position represents the anticipated hiring range and is provided in accordance with Virginia pay transparency requirements. Actual compensation will be determined based on factors such as the selected candidate’s skills, qualifications, experience, education, certifications, internal equity, and the specific requirements of the role.  

Range: $26.00 - $30.00/hour