Director, Science of Speed

Carnegie Museums of Pittsburgh•Pittsburgh, PA

27d

About The Position

Kamin Science Center is dedicated to inspiring learning and curiosity by connecting science and technology with everyday life. By making science both relevant and fun, the Science Center’s goal is to increase science literacy in the region and motivate young people to seek careers in science and technology. One of the four Carnegie Museums, the Science Center is Pittsburgh’s premier science exploration destination and the region’s most visited museum, reaching more than 500,000 people annually through its hands-on exhibits, camps, classes, and educational programs. This Full-Time position is eligible for the Carnegie Museums' many Benefits. The Director, Science of Speed builds, leads, and manages a team to oversee the daily operations of a new exhibition space, Science of Speed, ensuring exceptional service delivery to all visitors and patrons. Provide leadership, guidance, direction and insights to staff within department in the areas of safety, service, and operations. Serve as the leader for a team dedicated to this exhibition space, including overseeing the work of the track marshals, admissions/ticket staff, and other staff operating in the exhibition. Serve a liaison with food services contractor that will be providing food and beverage service in the attached lounge/bar/restaurant space. Assess internal processes on an ongoing basis with the goals of ever-improving safety, efficiency, service-delivery, and revenue potential.

Requirements

Bachelor’s degree from an accredited college or university in business, management, museum studies, recreation management or relevant field.
Five years or more of experience in a museum, entertainment-focused organization, or other customer service field OR equivalent experience in a related industry.
Excellent interpersonal, communication, organizational, and leadership skills.
Ability to motivate staff and provide direction and leadership in difficult situations.
Strong managerial and people skills required.
Ability to operate in a fast-paced environment, think quickly, and solve problems as they arise.
Must demonstrate consistent success in selecting and developing employees to achieve results through a team-oriented approach.
Must possess strong organizational skills and be process-driven and detail-oriented.
An inspirational leader and life-long learner committed to training, mentoring, and supporting staff and to leading by example.
Must be creative, articulate, and possess strong interpersonal skills. Conflict resolution skills are a must.
Demonstrates moderate to advanced skills in Microsoft Office and the willingness and ability to learn other software necessary for the operation of the exhibition (ticketing, waiver management, race timing, etc.).
Position requires front line and administrative work.
Must be able to maneuver (e.g., pull, push, lift) up to 100 lbs. with assistance.
Must be able to perform various functions throughout the exhibition that require bending, squatting, reaching, and standing for extended periods of time.
Ability to walk the entire multi-level track and be comfortable with heights up to 20 feet off the ground, climb stairs, and move about the museum is required.
Candidates will be considered qualified if they can perform the essential functions of the job with or without reasonable accommodation.
Variable work week. Includes weekday, evening, and weekend shifts and holiday work as needed.
The following PA Act 153 clearances, or proof of application of clearances, are required beginning employment and as a condition of continued employment: Pennsylvania Child Abuse History Clearance Pennsylvania State Police Criminal Record Check FBI Fingerprint Criminal Background Check Obtaining the required clearances is completed as part of the new hire process.

Responsibilities

Responsible for the overall successful operations and experience for Science of Speed, with a focus on excellent guest service, safety, seamless operations, and maximum efficiency.
Build an enthusiastic and proactive team committed to innovation, quality work, strong science content, and audience engagement. Nurture a sales-based approach to all aspects of operations while balancing strong customer service. Develop and implement goals for the team to fulfill sales and suggest enhancements to Science of Speed-related products (races, merchandise, events, etc.).
Oversee the recruitment, hiring, training, scheduling and supervision of the Science of Speed Team. Responsible for direct oversight of Science of Speed Manager. Ensure proper training and procedures, maintain sufficient staffing, enforce policies and procedures, provide feedback, and give clear communication. Keep the team motivated, well-informed, and prepared to deliver exceptional service. When necessary, initiate corrective/disciplinary action with support and guidance from management and HR.
Provide leadership and role modeling in setting high standards of guest service and hospitality across the museum, including on the front lines, while leading training sessions/meetings, and through daily interactions. Be well-versed with procedures for resolving customer conflict and concern and make informed decisions when handling situations. Serve as a primary point of contact for feedback, concerns, or problems. Handle all information with sensitivity and confidentiality.
Be or become an expert on safe go kart track operation and oversee the training of a cadre of “Track Marshals” to monitor track and racers at all times to ensure safe operation by all users at all times. Devise operational processes and protocols that dictate appropriate work behavior by all staff working in the exhibition. Offer regular training to ensure staff fully understand the importance of safety and their role in creating a safe environment for all users at all times.
Take a lead role in developing and managing details of departmental yearly budgeting function. Work with supervisor to develop and maintain fiscally responsible practices in staffing and operations. Work proactively to develop systems and processes that allow for fiscal savings and operational efficiencies.
In partnership with Kamin Science Center’s Marketing and Science of Speed team, devise seasonal promotions and create marketing initiatives to drive revenue and increase attendance.
Oversee ticketing system, including ecommerce. Ensure availability, functionality, access, and system-accuracy. Work in conjunction with the Finance department to manage financial operations, including daily balancing and reporting. Resolve discrepancies in a timely manner. Work in conjunction with Museum Store on merchandise offerings, inventory, and reporting. Work with selected staff, vendors, and contractors to ensure functionality of ancillary equipment and services, such as simulators and the ticket system.
Work in concert with leadership and staff from the Science Center’s exclusive food and beverage (F&B) provider to ensure seamless collaboration between operation of the exhibition and the lounge/bar/restaurant, prioritizing high-quality customer service and implementing redundant safeguards to ensure the safe use of the go kart track by restaurant patrons. In collaboration with the F&B provider, devise, implement, and monitor a written holistic process and protocols for mitigating the risk of impaired drivers on the go kart course. Provide regular training for exhibition and F&B staff so that all staff understand and can execute their role in creating a safe operational environment.
Work collaboratively with Exhibit and Exhibition Tech/maintenance team to ensure that the exhibition components are maintained routinely, safe for use at all times, and, in the event of a malfunction, repaired promptly. Ensure daily “track walks” and safety checks are completed so that all areas are prepared for safe operations by visitors.
Work collaboratively with Special Events staff to plan and prepare for private individual and group visits/rentals to ensure a balanced and efficient use of exhibition resources between special events and public visitors.
When needed, fill roles within Science of Speed team. When serving as such, perform all functions outlined in those roles. Remain in tune and responsive to the team’s strengths and needed areas of growth.
Has focus on the Science Center’s 4 keys of operation: Safety, Courtesy, Experience, Efficiency. Show commitment to and maintain a balance of 4 keys in all aspects of Operations.
Perform other duties as assigned.