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Title

Visitor Experience Supervisor 

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 Manager of Visitor Experience, the Visitor Experience Supervisor will assist in coordinating, monitoring, working with, and leading teams throughout the museum, including oversight of ticketing via point-of-sales system, admission, and galleries. You will thrive in this role if you have a track record of providing outstanding customer service, do not shy away from difficult conversations, and are passionate about offering best-in-class experiences.

You Will:

  • Oversee the opening and closing of the Museum building.
  • Act as liaison to Security, Restaurant, Theater Operations, and Retail.
  • Provide on- and off-the-floor feedback, including assisting in performance evaluations and corrective actions.
  • Supervise Visitor Experience Associates (VEAs), including proper floor coverage, managing breaks, and overseeing timesheets.
  • Assist with the creation and conduction of training courses.
  • Alongside Visitor Experience Management, assist with VEA interviews.
  • Manage advanced ticketing issues including online, phone, and on-site ticket sales.
  • 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 recommend 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.
 
Position Requirements

You Have:

  • A high school diploma or equivalent certificate of completion.
  • 1+ years of experience as a customer service supervisor.
  • Knowledge of admissions, point-of-sale, and online ticketing systems.
  • A 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.

Physical Requirements:

  • Be mobile for extended periods of time (including standing and walking).
  • Must be able to stoop, kneel, crouch or crawl.
  • Ability to stand for multiple hours and remain alert at all times.
  • Ability to lift at least 25 lbs.

Other Requirements:

  • Full vaccination against COVID-19 is required including any booster vaccinations as applicable.

Our Benefits:

  • Comprehensive medical, dental, and vision
  • PTO and Sick Time
  • 401(k)

The expected base hourly wage for this role is $24.00. The actual base pay offered will be determined by factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis.

@museumLI

 
Full-Time/Part-Time Full-Time  
Position Visitor Experience Supervisor  
Location Los Angeles  
About the Organization The Academy of Motion Picture Arts and Sciences is a global community of more than 10,000 of the most accomplished artists, filmmakers and executives working in film. In addition to celebrating and recognizing excellence in filmmaking through the Oscars, the Academy supports a wide range of initiatives to promote the art and science of the movies, including public programming, educational outreach and the Academy Museum 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 not accepting applications.

To search for an open position, please go to http://oscars.appone.com



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