Bargaining Unit: None – Not included in the union (Yale Union Group)
Time Type: Full time
Duration Type: Regular
Compensation Grade: Galleries & Museums
Wage Ranges: Click https://your.yale.edu/work-yale/careers/wage-ranges to see our Wage Ranges
Work Location: Central Campus
Worksite Address: 170 Whitney Avenue, New Haven, CT 06511
Work Week: Standard (M-F equal number of hours per day)
Searchable Job Family: Museum/Curatorial
Total # of Hours to be Works: 37.5
Position Focus:
Reporting to the Director of Finance and Administration of the Yale Peabody Museum, the Assistant Director will develop a visitor-centric strategy that successfully engages a full range of Museum constituents, from first-time visitors to top supporters with the objective of increasing visitation, affinity and philanthropic support for the museum. To this end, the Assistant Director is responsible for initiating, managing, and developing events both at the Museum and off-site venues, supporting Museum programming; identifying operational solutions across all visitor services activities, verifying that Staff, often the first point-of-contact for visitors, set a welcoming and positive tone; and managing the Museum’s retail operations. Directly supervises and trains Visitor Services (including front desk) and Museum retail Staff. Responsible for envisioning and implementing improvements to event and visitor-oriented systems, methods, practices, and procedures, especially as the Museum prepares to open as an admission-free institution for the first time in 2024. Successful candidates will demonstrate a keen sense of customer service and good humor, enjoy being part of a team, and have excellent communication skills.
Competencies:
• Customer Service Focus, listen carefully to and understand customers’ needs – proactively respond to those needs in a consistent and timely manner.
• Teamwork/Communication, work cooperatively to achieve common goals. Support cooperation, collaboration and the sharing of information.
• Product Excellence, provide the best quality product available and continuously upgrade standards to maintain quality.
• Leadership, provide direction and motivation to others through communication, modeling appropriate behavior, optimism, and high achievement. Innovation, show openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
• Strategic Thinking, recognize opportunities, identify critical, high pay-off activities and prioritize them to attain goals.
At the Yale Peabody Museum we are working on Diversity, Equity, Accessibility, and Inclusion institutional priorities so that we can learn to better serve our communities, amplify marginalized voices and perspectives, and create a welcoming and inclusive environment for all. The ideal candidate will be ready to share their experience with and interest in contributing to this work. Please address in your cover letter how Diversity, Equity, Accessibility, and Inclusion relate to your professional experience and goals.
Essential Duties:
1. Manages all aspects of the visitor experience – works closely with Staff (especially Security and Interpretive Staff) to ensure consistency in customer service quality and to establish and implement necessary policies, training programs, and procedures, including accessibility needs for visitors. Creates a positive visitor experience and responds to inquiries, resolving difficulties whenever possible. In partnership with Public Programs Staff, evaluates visitor experiences through surveys and other means, both for the general Museum experience, and experiences related to special exhibitions and events – shares this data, ensuring effective communication of the issues and opportunities surrounding the visitor experience and opportunities for positive change. Provides a high-level of customer service, ensuring that respect, responsiveness, and professionalism is demonstrated, key issues are addressed, and the visitor experience meets Yale’s standard of excellence. 2. Conceptualizes, designs, and executes events, creating experiences that may range from small lunches to large receptions in support of the Museum. Serve as expert resource and primary liaison for all event clients, including the management of all aspects of the facility rental program at the Museum (including the Natural Properties). Develops and oversees staffing plans and budgets that can include housing, meeting space, food and beverage, fees, transportation, online registration programming, hotel rates, A/V services, IT support, custodial, telecommunications, and taxation. Implement, monitor, and update program budgets as plans develop. Advise Museum staff regarding line-item expenses and ensure that funding sources are sufficient to cover the program budget. Initiates and manages contracts and payment of invoices from vendors in an organized and timely manner. Manages the Museum’s new pantry space, providing training and maintenance/upgrade recommendations as necessary. Develops a strategic vision for the Museum’s special events program. 3. Manages the Museum’s retail operations including the Store and potential future dining services, including meeting revenue goals set forth in the annual budget of the Museum. Researches, evaluates, selects, and negotiates with vendors for all inventory, supplies, and services for the Museum’s retail, wholesale, and e-commerce businesses. Secures cost savings through research, negotiations, new vendor sources, and special buying arrangements. Monitors inventory levels and product performance and responds to seasonal variations in the businesses. Selects products to promote the overall visitor experience, including potential ties to temporary and permanent exhibits. Manages all budget, POS systems, and reporting functions with regard to the Museum’s retail operations, and manages all Museum Store Staff. Partner with Marketing and Communications Staff on marketing needs and messaging. 4. Manage all aspects of the Museum’s visitor parking. Develop and promote parking policies and procedures. Partner with Operations on specific lot assignments, gate machinery, and ticketing systems. Conceptualize a holistic approach for visitors, including researching the use of public transport, Yale Shuttles, and forms of alternative transportation to the Museum. 5. Prepare budget materials and monitor expenses and revenue continuously. Institute and update policies, goals, and objectives to align with the overall mission and values of the Museum and University. 6. Envision and implement new systems and processes – improve and systematize documented operating processes, administrative protocols, and databases and work to ensure compliance with Museum and University policies. 7. Oversee the development of best practices for planning and executing events at the Museum. Identify opportunities to improve workflow and recommend enhancements. 8. May perform other duties as assigned.
Required Education and Experience:
Bachelor’s Degree in a related field and five years of related experience; or an equivalent combination of education and experience. 1-3 years supervising staff.
Required Skill/Ability 1:
Strong work ethic and ability to excel in a fast-paced, results oriented environment. Highly proficient at taking initiative, prioritizing, and meeting deadlines. Strong attention to detail. Resourceful in solving problems, and the ability to demonstrate grace and professionalism under pressure.
Required Skill/Ability 2:
Ability to supervise and mentor staff and provide feedback to improve performance. Experience in working in a customer service environment and encouraging high standards of visitor care. Ability to receive verbal complaints and special requests from visitors. Demonstrated ability to react positively to visitor feedback and to manage conflict effectively.
Required Skill/Ability 3:
Proven ability to build and maintain influence and trust with a wide array of constituencies and to work both collaboratively and independently in an organized and productive manner. Flexible and responsive team player with a professional manner to represent the Museum appropriately with prominent guests and Yale officials.
Required Skill/Ability 4:
Proven ability to translate institutional identity, ideas, direction and themes into creative events and experiences across a wide range of touch points. Ability to be creative in implementing programs and exacting in their execution.
Required Skill/Ability 5:
Strong written, editing, oral communication, and customer service skills; ability to think strategically, analytically and quantitatively to formulate budgets and understand and negotiate contracts. Exceptional account management skills. Highly proficient in utilization of various technologies and software (including POS systems and event management databases).
Preferred Education, Experience and Skills:
Face-to-face customer service, preferably in a museum or cultural environment. Experience managing major corporate client relationships and/or events, managing multiple projects simultaneously, and facilitating the delivery of world-class service. Knowledge of database management and point-of-sale systems, tools, and reporting.
Posting Disclaimer:
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
To apply, visit https://apptrkr.com/4232824