Operations Supervisor

Want to have your own team at UC Berkeley’s public science center?  The Lawrence Hall of Science is hiring an Operations Supervisor.

Build and lead a team of motivated UC Berkeley student staff to provide service, information and cashiering at our science center admissions desk and retail store. Promote and foster visitor engagement and sell Lawrence Memberships to promote return visits and increase involvement with our science, technology, engineering and mathematics programs and events.  Master the implementation of a CRM to support sales of various Lawrence products and programs, and design processes and staff preparation programs that create a streamlined experience for Lawrence customers and staff.  Contribute to revenue generation goals, meet sales targets, design incentives for your team, and foster a supportive, inclusive and diverse work environment.

Responsibilities

  • Oversee sales of Admission, Membership, 3-D Movie, and other programmatic add-ons, providing customer service for 150K visitors a year. Create a welcoming environment for visitors and staff focusing on inclusion and equity.
  • Research and design admissions setup in Tessitura CRM and establish training for point-of sale, service standards, standard operating procedures, and sales tactics.
  • Train staff on point-of-sale and the knowledge of memberships, free and paid programs, events, and all other museum details that may be helpful for visitors.
  • Work with general managers to establish sales goals, develop incentives, and train staff for performance. Monitor goal achievement overall and by salesperson. Create a culture among staff where they actively report on and celebrate goal success.
  • Ensure secure cash handling for up to $1M per year. Train staff for best cash and card handling practices and reconcile with financial reporting.
  • Provide the highest level of customer service and ensure all customer issues are resolved in an efficient, accurate, and satisfying manner.
  • Report sales and visitor numbers to internal and external stakeholders, designing custom reporting when needed.
  • Work with Marketing to develop both physical and digital collateral to fit visitor needs on a seasonal basis or when new programs are released. Purchase collateral and other supplies as needed.
  • Oversee visitor services needs for internal departments.
  • Manage recruitment, hiring, and time cards for Visitor Services, Discovery Store, Cafe, 3-D Movie, and Membership up to 6 FTE including ongoing student and seasonal limited appointments. Develop best practices for retaining employees, improving recruitment timelines and tactics.
  • Design and update new student staff training by establishing growth and leadership pathways, creating new learning tools, and developing a staff evaluation process.
  • Document and maintain training processes and resources for frontline sales staff. Ensure consistency and quality of training across each business unit and content developer.
  • Manage staffing budget of multiple revenue lines. Help develop tools for the department to forecast, track, and reconcile staff costs.
  • Foster an inclusive and motivational work environment for frontline sales staff. Maintain open communication with a feedback loop to help improve performance, teamwork, and belonging.
  • Serve on the student advancement team to ensure equity in the student staff experience across the Lawrence Hall of Science.
  • As The Lawrence’s ticketing/product expert and power user, design and oversee product configuration in Tessitura for the sales of Admission, Camps, Memberships, Group Sales, Outreach, 3-D Movie, Planetarium, and all future Lawrence products. Determine how Tessitura’s feature rich ticketing tool set should be used to meet the needs of each of these business units. Consult with business units to design a configuration that best meets the sales and reporting needs for each product and build a work list and timeline for implementation.
  • Work with other Tessitura power users at The Lawrence to contribute to the development and implementation of a comprehensive CRM strategy focused on retaining existing customers and increasing yield per customer, as well as attracting and engaging new audiences and supporters.
  • Design policies and procedures for product setup, order management, and sales both online and in person, to ensure database integrity. Develop Lawrence specific training and documentation for Tessitura based on organizational use cases.
  • Train Tessitura users on ticketing procedures and best practices to perform their operational role of building performances or selling products, and to improve overall knowledge and efficiency.
  • Optimize the software experience for a range of operators with different needs. Ensure that all users have the tools and access rights needed to perform their specific sales operations efficiently.
  • Produce sales and financial reporting from Tessitura including custom designed reports and dashboards in the Analytics Module. Build dashboards requested by business units and share them across departments including tools that enable reconciliation of revenue with department financial reporting for all products.
  • Drive the continuous improvement of ticket transaction pathways and systems (online, email, phone and in-person) to optimize the customer experience.
  • Participate in UC Berkeley Tessitura Consortium to help spread knowledge and procedures between departments.
  • Other duties as assigned.

Required Qualifications

  • Background in customer service and point-of-sale.
  • Experience using customer relationship management software.
  • Strong interpersonal communication and political acumen skills. 
  • Experience in recruitment and hiring.
  • Supervising experience. 
  • Ability to work weekends.
  • Bachelor’s degree in related area and / or equivalent experience / training

Preferred Qualifications

  • Thorough knowledge of communication principles, media, and marketing techniques. 
  • Thorough knowledge of marketing mediums and funding sources.
  • Strong skills in event and media activities management. 

Application Review Date

The First Review Date for this job is: July 15, 2022