Operations Assistant Manager

The Operations Assistant Manager plays a key leadership role in the day-to-day functions of the Operations Team, with a focus on exceptional guest experiences, smooth operations, and a safe environment. They work closely with the Operations Manager to coach and mentor Operations staff and volunteers.  They serve as a main point of contact for guest questions or concerns, seeking optimal resolution at times of conflict.

QUALIFICATIONS:

EDUCATION AND EXPERIENCE:

• Bachelor’s degree or equivalent experience required.
• Three or more years’ experience in customer service, retail, or related field; including proven experience with high-level customer service.
• Proven ability to handle complex situations or challenging individuals.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Successful candidate must have exemplary customer service skills.
• Attention to detail is a must.
• Able to problem-solve and ‘think on one’s feet.
• Able to quickly change one’s focus from one situation to another is required.
• A positive attitude and the ability to work with a wide variety of people are mandatory.
• Excellent written and oral communication required.
• Must be willing to work indoors and outdoors, sometimes in inclement weather.
• Variable schedule – weekend, evening, and holiday availability required.

PHYSICAL REQUIREMENTS:

• Movement throughout the Science Center campus (inside and outdoors) on a regular, consistent basis.
• The ability to respond quickly and appropriately to situations and needs is key for the success of the individual in this position.
• Also includes bending, lifting, moving on and off buses, and standing for long periods of time.
• Some sedentary work is required.
• Candidates will be considered qualified if they can perform the essential functions of the job with or without reasonable accommodation.

ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES:

• Supports Operations Manager in overseeing daily building operations and guest experience with a focus on excellent service, accessibility, safety, seamless operations, and maximum efficiency.
• Sets an example for consistently high standards of guest service and hospitality.
• Is familiar with procedures for resolving conflict and concerns; makes informed decisions when handling situations.
• Schedule, prepare, and facilitate daily morning meetings.
• Ensure appropriate solutions and strategic communication regarding problems or questions raised at morning meetings.
• Maintain an accessible, supervisory presence throughout museum campus.
• Serve as a key point of contact for guest and staff needs. Use daily rounds to gauge level of service, operations, and guest satisfaction.
• When identifying opportunities to improve, is quick to problem-solve and correct, seeking management support as needed.
• Works with Operations Manager in onboarding and coaching Operations Associates and Volunteers.
• Enforces policies and procedures, provides feedback, and gives clear communication.
• Helps to keep the team motivated, well-informed, and prepared to deliver exceptional service.
• Leads daily team briefings, creates daily staff task/assignment schedules, monitors and adjusts staffing needs in real time. When necessary, initiates corrective/disciplinary action with support and guidance from management and HR.
• Play a lead role in daily group functions: greeting, check-in, vehicle transport, and lunch services. Be a main point of contact for onsite group concerns or issues and help to seek resolution. Work with others to prepare necessary supplies and resources for upcoming group visits.
• Prepare daily operations report, documenting daily events in detail.
• Provide specific details of issues, conflicts, incidents, etc. Note all follow-up with other departments and outside personnel. Handles all information with sensitivity and confidentiality.
• Regularly fills the role of Operations Associates, and when serving as such, performs all functions outlined in the role.
• Support Operations Management in overseeing daily parking operations. Help to ensure lots are functional, safe, and maintain an efficient flow. Communicate with Parking contractor as questions or concerns arise. Report any issues or trends to Management.
• Plays an active role in museum safety. Assists with creating and maintaining safety materials and resources. Works in conjunction with the Security Team during emergency operations. Attend safety meetings. Identify and report potential risks.
• Works in concert with Operations Management to monitor and respond to guest inquiries and feedback by phone, email, or mail.
  At all times, uphold the Science Center’s Four Keys of Operation: Safety, Courtesy, The Experience, and Efficiency; interact with all colleagues in a professional and respectful manner in accordance with CM Core Competencies and Community Norms.
• All other duties as assigned.