Elizabeth L. Hillman assumed the role of chief executive at the 9/11 Memorial & Museum in late 2022, stepping into the position at a pivotal time as the institution prepared to mark the 25th anniversary of the September 11 attacks. Hillman’s appointment follows a varied career path that includes service as an Air Force officer, a law professor, and president of Mills College, where she led a merger with Northeastern University in 2022. A military historian who has taught about September 11 in academic settings, Hillman views her leadership of the museum as an opportunity to deepen public understanding of the events and their enduring impact.

Since its opening, the 9/11 Memorial & Museum has attracted tens of millions of visitors: approximately 100 million to the outdoor memorial and around 28 million to the museum itself. Despite this, the institution has faced financial challenges in recent years, particularly as attendance has not fully rebounded following the COVID-19 pandemic. The museum, which primarily relies on ticket sales—priced at $36 for adult entry—along with donations and gift shop revenue, continues efforts to diversify its income sources to ensure long-term sustainability. Tickets help keep admission free to the memorial, a key component of the institution’s mission.

A significant portion of the American population, about one-third, was born after 2001, presenting a challenge in maintaining the relevance and resonance of the museum’s story for younger audiences. Hillman noted that interest in the events remains strong, highlighting in particular the growing focus on ongoing health issues related to the attacks. This year’s observance includes an expanded moment of silence to honor those who have died from illnesses linked to the attacks over the past 25 years, emphasizing the long-term consequences of environmental exposure experienced by first responders and survivors.

Addressing the prevalence of misinformation and conspiracy theories surrounding September 11, Hillman stressed the museum’s unique position as an archaeological site located where the attacks occurred. The institution incorporates firsthand accounts and archival footage, including news reports and cultural responses such as Jon Stewart’s monologues, to provide visitors with a comprehensive understanding. She believes direct engagement with the site and its history offers an effective way to counter false narratives.

Hillman acknowledged the emotional weight the museum carries for visitors and staff alike. The institution has implemented training modeled after healthcare settings to support employees confronting traumatic content daily. She also recognized the complexity of managing a broad range of perspectives among family members, first responders, and trustees, all with deep personal connections to the events of 9/11. Communication and transparency are key to maintaining trust and navigating differing views among stakeholders.

Drawing on her military background, Hillman noted that her experience working with diverse teams in demanding environments has informed her leadership approach at the museum. She emphasized that the institution’s work is not only about remembering loss but also about resilience and recovery, pointing to the rebuilding efforts at the World Trade Center as emblematic of overcoming tragedy.

Hillman’s personal journey—from growing up near Pittsburgh as the daughter of a World War II Army Air Forces veteran, to serving in the Air Force herself, and ultimately entering academia—shaped her perspective on service, leadership, and historical memory. Her tenure at the 9/11 Memorial & Museum aims to ensure that the significance of September 11 endures for future generations who did not live through the attacks but continue to seek meaning in their legacy.