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Title

Visitor Experience Lead 

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 Assistant Manager of Visitor Experience, the Visitor Experience Lead will assist in coordinating, monitoring, working, and leading teams throughout the museum, ticketing point of sale, galleries, and theaters. You will thrive in this role if you have a track record of providing outstanding customer service, does not shy away from difficult conversations, and is passionate about offering best-in-class experiences.

You Will

  • Supervise admissions operations, including online, phone, and on-site ticket sales.
  • Supervise Visitor Experience Associates (VEAs), including proper floor coverage, managing breaks, and overseeing timesheets.
  • Hold yourself and the team accountable to all museum standards of performance.
  • Handle visitor 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.
  • Answer questions and recommending solutions to address visitor complaints.
  • Ensure VEAs are fully informed of all 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 all VE supplies and equipment.
 
Position Requirements

You Have:

  • A High School Diploma or equivalent (G.E.D.).
  • 1+ years of experience as a customer service supervisor, keyholder, or team lead.
  • Knowledge of admissions, point-of-sale, and online ticketing systems.
  • Proven track record of motivating staff and fostering a positive work environment.
  • Experience identifying and positively resolving visitor issues.
  • Previous experience working with CRM databases is a plus.
  • Museum, film, or cultural attraction experience is a plus.
  • Knowledge of MS Office.
  • 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 Lead  
Exempt/Non-Exempt Non-Exempt  
Open Date 6/9/2021  
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.

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