Assistant Manager, Visitor Services

Canadian Museum for Human Rights•Winnipeg, MB

1d•CA$72,334 - CA$89,354•Onsite

About The Position

The Canadian Museum for Human Rights (CMHR) is centred around the idea that respect and understanding of human rights can serve as a positive force for change in the world. The Assistant Manager will work with members of the Visitor Service Team to build a workplace culture that is inclusive, innovative, and focused on inspiring action. Reporting to the Manager, Visitor Services, the Assistant Manager, Visitor Services provides leadership, direction, and daily supervision to the Visitor Services team. The Assistant Manager is responsible for ensuring exceptional visitor engagement by guiding staff to create meaningful interactions with visitors, responding to their questions, comments, and concerns in a positive and impactful way. This position creates and implements policies and processes that support ticketing, call centre, and reservations operations. The Assistant Manager will also ensure staff are equipped with the skills and knowledge necessary for system operation and fostering engaging visitor experiences. In addition, the Assistant Manager plays a critical role in optimizing, maintaining, and providing ongoing support for the Museum’s Point of Sale (POS) systems, acting as the system administrator and primary expert. The position goes beyond simply being a super user, ensuring that the systems are efficiently supporting operations and driving engagement. The incumbent will be a strong and thoughtful communicator, critical thinker and innovator, and will bring a collaborative approach to their role.

Requirements

University degree or college diploma in an appropriate discipline (education, history, social sciences, management, museum studies, human rights, or another area of specialty) or an equivalent combination of education and experience will be considered.
3-5 years of leadership experience in customer service and/or retail in a related field or similar institution (museum, heritage site, hotel, tourism information desk, retail, etc.) or equivalent, relevant experience.
Ability to communicate proficiently in both of Canada’s official languages (English and French).
Commitment to human rights principles, including respect, equity, inclusion, and dignity for all.
Strong demonstrated administrator experience and knowledge working with Point of Sales software systems
Demonstrated superior communication skills: written and oral. Listens carefully to others for understanding and communicates accurately to inform, influence, and involve.
Effective communicator with strong interpersonal skills, excellent customer service skills
Fiscally responsible, highly organized with strong time management skills
Experience scheduling staff in a multifaceted work environment
Proficient in MS Office, Outlook, Word, Excel, and PowerPoint
Highly organized with excellent time management skills
Commitment to human rights principles, including respect, equity, inclusion and dignity for all

Nice To Haves

Experience managing/leading in a unionized environment.
Experience working with Tessitura NCR Counterpoint, Shopify (POS system)
BBC – Written Comprehension (intermediate- B), Written Expression (intermediate - B) and Oral Proficiency (Advanced - C) in French.

Responsibilities

Contributes to a culture that promotes respect, equity, inclusion and innovation, and models anti-racist and accountable behaviours.
Supervises (leads) a team of direct reports, including scheduling, coaching, training, mentoring and team building.
In consultation with the Manager, Visitor Service, develops goals for the team of direct reports in alignment with the Museum’s strategic plan and tracks performance to ensure continuous growth and improvement.
Assists the Manager, Visitor Services in curating meaningful and engaging experiences for visitors, ensuring the Museum’s environment is inclusive, accessible, and welcoming to all.
Develops and implements best practices and processes to ensure accuracy in daily operations including reconciliation of POS cash balance sheets and fraud prevention.
Responsible for financial reconciliation, troubleshooting technical issues, ensures training and test environments are maintained and updated. Reporting technical issues to IT as needed.
Assists and supports operations through information sharing, development of procedures, training, and reporting in a variety of programs including the museum arrival experience, admission, ticket sales, retail sales, reservations including group tours, educational tours, school programs, advanced and professional programs, public programs and membership sales.
Coordinates and maintains procedures and task lists to optimize visitor engagement, fostering efficiency, accountability, teamwork, and productivity within the team.
Acts as system administrator for the Museum’s POS and other Visitor Services systems, optimizing functionality across reporting dashboards, e-commerce, ticket sales, CRM, membership sales, and equipment maintenance.
Collaborates with internal teams to provide customized reporting and coordinates the online ticketing platform, ensuring a seamless visitor experience through content creation, language translations, and back-end system maintenance in the Museum’s POS and other Visitor Services systems.
Assists the Manager, Visitor Services in overseeing the performance of individual volunteers and the effective implementation of the volunteer program.