Associate Manager, Visitor Experience Operations

New England Aquarium•Boston, MA

1d•Hybrid

About The Position

The Associate Manager, Visitor Experience Operations is an integral member of the Visitor Experience department, contributing to day-to-day operational leadership and providing administrative support to ensure our visitors have a smooth, safe, pleasant experience at the Aquarium, one that fosters a welcoming environment conducive to learning while meeting operational revenue objectives. The Associate Manager, Visitor Experience Operations is a resource for the department's operations and may also provide guidance and coordination for Visitor Experience staff and cross-departmental collaboration.

Requirements

An associate's degree or equivalent business experience preferred.
3-5 years of related experience in a fast-paced, customer service, operations and administrative role required.
Expertise using Microsoft Office applications including Excel required.
Experience tracking and analyzing data preferred.
Safety and First Aid training, as well as willingness to get First Aid Responder certified, preferred.
Excellent organizational skills and comfort working with computers and numbers.
Outstanding communication and interpersonal skills.
Must be able to multi-task and be comfortable in a busy, fast-paced environment.
Self-motivated, resourceful, and detail-oriented.
Ability to work well independently and as part of several teams.

Responsibilities

Ensure the Visitor Experience (VX) team maintains a supply of resources needed to perform their job duties safely, efficiently, and comfortably.
Track and organize all expenses for budget reconciliation. Prepare warrants, purchase orders, and expense reports. Submit invoices to ensure external vendors receive payment from the Aquarium. Regularly coordinate with Finance department to ensure accuracy in all budgetary items.
Contribute to development and management of operational budget, monitor expenditures and reforecast as appropriate, and identify cost-saving opportunities while maintaining service standards.
Manage inventory of and repairs for all portable two-way radio systems across departments at the Aquarium's Main Building.
Provide project management leadership and other administrative assistance to the Associate Director of VX.
Represent the Visitor Experience department in various cross-functional collaborations such as working groups, task forces, and regular inter- and intra-departmental meetings. Relay information to Associate Director of VX, Managers, Leads, and Visitor Assistants as appropriate. Help coordinate departmental participation for/with VX and org-wide operational aspects and initiatives.
Coordinate with Marketing & Communications and Associate Director of VX to ensure all physical signage onsite is up-to-date, in good condition, and aligns with best practices in wayfinding and accessibility.
Collaborate with other departments at the Aquarium and with external partners such as parking garages, Gift Shop, Café, and supply vendors. Organize information and policies to make it easy for VX staff to find needed information.
Identify, develop, and manage resources for in-service operations and safety training, and the streamlining of paperwork. This includes managing the VX manual and assisting and conducting drills, maintaining updated copies of the Emergency Management Plan and Emergency Response Team, and other essential safety-related documents.
Contribute to planning and developing training and initiatives to improve customer or guest satisfaction. Work with Associate Director and Managers to identify opportunities to improve visitor flow, accessibility, and guest services across the Aquarium.
Research, manage and schedule opportunities for staff professional development, team-building events, and departmental celebration events.
Track Morey customer survey reports and other evaluations of Visitor Experience functions. Analyze reports for trends and identify items that need resolution or additional follow-up.
Participate in interviewing if requested by Managers and help them with conducting office related training for visitor assistants.
Coordinate new hire onboarding processes for VX. Maintain a supply of uniform items such as polos, jackets, hats, name tags, and lanyards, and reorder items as needed. Submit and track paperwork for new hire technology such as email and point-of-sale account creation.
Maintain proficiency in key positions within Visitor Experience to provide backup floor coverage as needed.
Manage and track yearly updates to documents needed for AZA (Association of Zoos and Aquariums) and AMA (American Alliance of Museums) reaccreditation processes.
Coordinate behind-the-scenes and guided tours for visitors and staff. Work with ACME point-of-sale to confirm dates and times. Keep Managers informed of behind-the-scenes requests. Help coordinate special tours for VIP visitors.
Receive and manage Group Behavior Contracts received from GSR and upload into ACME.
Manage tracking and assign all VX special event staff.
Perform other position-related duties as assigned.