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Title

Visitor Experience Manager 

Description

The Academy Museum of Motion Pictures furthers the understanding, celebration, and preservation of cinema through inclusive and accessible exhibitions, screenings, programs, initiatives, and collections. Welcoming visitors from Los Angeles and around the world, the Museum works in active partnership with motion picture artists and specialists, scholars, staff, and diverse communities to contextualize and challenge dominant narratives around cinema, inspiring discourse, connection, joy, and discovery.

Reporting to the Director, Visitor Experience, this position offers a great opportunity to build the museum’s visitor experience program from the ground up. You will thrive in this role if you are the kind of person who loves to build teams, has a track record of providing outstanding customer service, understands best operational practices, does not shy away from difficult conversations, and is passionate about offering best-in-class experiences.

 

You Will:

  • Hire, train, and develop Visitor Experience Associates (VEAs).
  • Develop the Visitor Experience structure, along with the Visitor Experience Director.
  • Oversee admissions operations, including online, phone, and on-site ticket sales.
  • Supervise VEAs, including ensuring proper floor coverage, managing breaks, and overseeing timesheets.
  • Coach and provide feedback, including conducting individual check-ins and facilitating corrective action conversations when necessary. Complete VEA performance reviews.
  • Handle visitor experience challenges, concerns, comments, and complaints escalated from the floor staff level, including any ticketing or admissions issues.
  • Supervise operations to ensure accurate collection and recording of all transactions.
  • Reconcile transaction reports and provide visitor services revenue reports to senior leadership.
  • Inform VEA’s of new information relating to events, policies, procedures, or visitor issues.
  • Ensure that the team follows legal policies and procedures.
  • Act as a liaison between administrative staff and floor staff.
  • Monitor and maintain VS supplies and equipment.
 
Position Requirements

You Have:

  • 3+ years of management experience in a customer-facing role.
  • High School Diploma or equivalent (G.E.D).
  • Demonstrated success in hiring and managing full- and part-time staff.
  • Knowledge of admissions, POS and online ticketing systems.
  • Proven track record of motivating staff and fostering a positive work environment.
  • Experience evaluating and analyzing data to improve the visitor experience.
  • Ability to identify and positively resolve visitor issues.
  • Knowledge of MS Office.
  • Previous experience working with CRM databases is a plus.
  • Museum, film, or cultural attraction experience is a plus.
  • A commitment to diversity, equity, accessibility, and inclusion.
  • Availability to work nights, weekends, and holidays.

 

Our Benefits:

  • Comprehensive medical, dental and vision
  • PTO and Sick Time
  • 401(k)
 
Full-Time/Part-Time Full-Time  
Position Visitor Experience Manager  
Exempt/Non-Exempt Exempt  
Open Date 1/27/2021  
Location Los Angeles  
About the Organization The Academy is the world's preeminent movie related organization, comprised of 9,000+ accomplished individuals working in cinema. We recognize and uphold excellence in the motion picture arts and sciences, inspire imagination, and connect the world through the medium of motion pictures.











 
EOE Statement The Academy is committed to equal opportunity in employment and to creating and valuing diversity in its workforce. Maintaining a diverse workforce is important to the Academy. The Academy enforces a strict policy that prohibits discrimination in hiring, training, compensation, promotion, transfer, or termination, whether on the basis of race, color, national origin, religion, sex, disability, age, veteran status, sexual orientation or genetic information. This includes a workplace that is free of all forms of harassment. Also, to help foster diversity, the Academy uses programs that ensure fairness of opportunity, pay, and growth to all applicants and employees. Every employee of the Academy is required to follow this policy and to preserve the Academy’s commitment to diversity.  

This position is currently accepting applications.

Apply Now



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