Job Information
Harvard University Visitor Services Operations Manager in Cambridge, Massachusetts
65102BRAuto req ID:65102BRJob Code:358057 Admin Pro/Indiv Contrib Department Office Location:USA - MA - Cambridge Business Title:Visitor Services Operations ManagerSub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :057Time Status:Full-time Union:00 - Non Union, Exempt or Temporary Basic Qualifications:
Candidates MUST meet the following basic qualifications to be considered for this role:
Bachelor’s Degree or equivalent work experience and a minimum of five years of related experience implementing and managing public-facing systems (e.g. ticketing, Point of Sale, Reservations).
Additional Qualifications and Skills:
Supervisory experience strongly preferred. Ability to identify, manage and carry out projects. Organizational and financial record keeping skills. Exceptional accuracy and attention to detail. Excellent interpersonal and communication skills. Computer skills, including database, word, excel. Strong customer service skills with ability to work effectively with the public in a fast paced high volume atmosphere. Interest in the museums and art a plus. Ability to work independently with minimal supervision. Must be punctual, reliable, and flexible with work schedule.
Additional Information:
Requires appropriate attire as described by the department. Must present a clean, neat and professional image at all times. The Harvard Art Museums are open year-round, so this position will be scheduled to work on some holidays and during winter recess.
Please note: this is an on-site position.
About The Harvard Art Museums
Ever since their founding, the Harvard Art Museums—the Fogg Museum, Busch-Reisinger Museum and Arthur M. Sackler Museum—have been dedicated to advancing and supporting learning at Harvard University, in the local community, and around the world. Displayed in galleries that mix not only media but schools of art, the collection at Harvard is celebrated and interrogated within a larger story of artistic expression and historical and contemporary issues. The diverse collection is among the largest in the United States. Through research, teaching, professional training, and public education the museums strive to advance the understanding and appreciation of art.
The museums value staff diversity and are committed to building a culturally diverse community. We encourage candidates from underrepresented groups to apply.
Please note: the health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up to date on CDC-recommended vaccines.
Schedule: Sunday-Thursday
Department:Visitor ServicesPre-Employment Screening:Credit, Criminal, Education, IdentitySchedule:Full time. Sunday through Thursday. 35 hours per week. Job Function:General Administration Position Description:
Technical systems oversight and development:
Responsible for proper function of all technical systems, including Point of Sale, ticketing system and credit card equipment. Monitor equipment performance, perform annual security updates, and follow Cash Management PCI requirements for equipment protection.
Ensure collection of relevant statistical and demographic visitor information, sales data and programs attendance.
Research new systems, develop and implement services and contracts.
Liaise with all vendors and internal departments to ensure that all systems meet University requirements, including PCI compliance, and equipment functions correctly. Complete annual PCI compliance certification. Collaborate with Visitor Services Manager to compile and provide PCI compliance reports for the university.
Monitor systems, troubleshoot any issues, and address any malfunction, sometimes on an emergency basis.
Develop materials and train staff on using systems.
Serve as a point person for ticketing and reservations for public programs and events.
Collaborate with colleagues across divisions, and assist with events planning and execution to ensure efficient and consistent visitor experience.
Coordinate public programs and events ticketing process, including setting up tickets, publishing tickets and overseeing reservations. Ensure that calendar website listing is updated when tickets are sold out.
Support audiences who need assistance with the ticketing process; draft emails, answer calls, send confirmation emails and follow-up emails/surveys.
Produce reports and analyze data for internal departments to inform decision making and planning.
Visitor Experience oversight:
Provide logistical support and, as needed, serve as manager-on-duty during Museum operating hours and during after-hours events.
Partner with Visitor Services Manager to hire staff, develop onboarding and staff training.
Train staff in the areas of customer service and database protocols.
Serve as back up for the Visitor Services Manager as needed.
Other:
Assist in preparing and monitoring department expense budgets; anticipate for operational needs and upgrades. Identify cost-saving opportunities.
Develop effective systems for the storage of back stock inventory both on and off-site.
Collaborates with colleagues and divisions across the museums and university.
Perform related duties as required.
School/Unit:Harvard Art Museums EEO Statement:We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Physical Requirements:
Must be able to lift up to 30 lbs; stooping, kneeling and work on ladders.
Job Summary:The Harvard Art Museums are looking for an experienced, enthusiastic, solutions-focused individual with a genuine interest in public-facing customer service interactions in a fast-paced museum environment with a growing and diverse audience.
The Operations Manager will be responsible for ensuring the proper function of all existing technical and data collecting systems, and implementation of new systems including but not limited to ticketing and Point of Sale. In tandem with the Visitor Services Manager, they will support the department’s goal of developing audience experience while ensuring that excellent and consistent customer service is delivered across all visitor interactions. They will maintain the operation integrity and efficiency of all functions that contribute to a positive visitor experience, while ensuring that all operations adhere to museum policies and support museum-wide goals.
The Operations Manager is a full-time Sunday-Thursday position. This position requires scheduling flexibility including working evening hours and holidays, including staffing the monthly Late Night event.
Commitment to Equity, Diversity, Inclusion, and Belonging:Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.Benefits:We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Work Format:On-Site LinkedIn Recruiter Tag (for internal use only):#LI-KP1Work Format Details:This position is based primarily on-campus, in Massachusetts. This may include in-person during emergency situations (if applicable). Additional details will be discussed during the interview process. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.