Assistant Director, Constituent Services

Shedd Aquarium • Chicago, IL

379d • $60,000 - $60,000

About The Position

The Assistant Director provides leadership and strategic vision for the onsite contact center and shared service team at Shedd Aquarium. This role involves overseeing a team of Customer Care Ambassadors, managing hiring and onboarding processes, and ensuring exceptional guest experiences across various communication channels. The Assistant Director is responsible for developing strategies to meet guest needs, monitoring performance indicators, and driving revenue through effective staff training and knowledge of Shedd's programs. Additionally, the position requires collaboration with internal partners to enhance technology and processes, ensuring efficient operations within the contact center.

Requirements

• Bachelor's degree in business administration, museum studies, finance, or related field.
• Minimum of 5 years of experience in planning, development, implementation, and evaluation of customer service programs.
• Knowledge of high-traffic contact center operations and metrics.
• Demonstrated proficiency in using and configuring the Tessitura CRM system.
• Experience managing complex relationships and team building.
• Ability to analyze KPIs and establish strategies to meet performance standards.

Nice To Haves

• Bilingual (English/Spanish) strongly preferred.
• Active engagement in the Tessitura Network community.
• Experience working with visitor audiences at a major cultural attraction.

Responsibilities

• Oversee contact center operations including personnel and budget management.
• Manage projects in collaboration with multiple external stakeholders.
• Build and maintain relationships with key internal stakeholders across various departments.
• Collaborate with partners to build the team's knowledge base for guest inquiries.
• Oversee team testing of new CRM and web releases, serving as liaison to Technology.
• Provide expertise and training on Tessitura CRM to internal partners.
• Manage departmental logistics, materials, and spaces in collaboration with the supervisory team.
• Assist Senior Director in reviewing operational, fiscal, and service assessments.
• Develop service-level standards focused on response time and issue resolution.
• Utilize data for continuous improvement of guest satisfaction and service standards.

Benefits

• Medical Insurance
• Vision and Dental Insurance
• Accrued Paid Time Off
• Paid Holidays
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree