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 Visitor Experience Manager, the Assistant Manager will be offered the opportunity to build the museum’s Visitor Experience program from the ground up.
You will thrive in this role if you love to build teams, have a track record of providing outstanding customer service, doesn’t shy away from difficult conversations, and is passionate about offering best-in-class experiences.You Will:Hire, train, and develop Visitor Experience Associates (VEAs).Assist in creating and organizing training for VEAs.Develop the Visitor Experience structure, along with the Visitor Experience Director and Manager.Oversee admissions operations, including online, phone, and on-site ticket sales.Supervise VEAs, including ensuring proper floor coverage, managing breaks, and overseeing timesheets.Create the weekly VEA schedule.Coach and provide feedback, including conducting individual check-ins and facilitating corrective action conversations when necessary.Assist Visitor Experience Manager (VEM) with VEA performance reviews.Handle visitor 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.Hold yourself and the team accountable to all museum standards of performance.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 all legal policies and procedures.Act as a liaison between administrative staff and floor staff.Monitor and maintain all VS supplies and equipment.You Have:A High School Diploma or equivalent (G.E.D.).1+ years of management experience in a customer-facing role.Demonstrated success in hiring and managing full and part-time staff.Knowledge of admissions, point-of-sale 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.Experience identifying and positively resolving 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 visionPTO and Sick Time401(k)