The Assistant Director of Service and Operations is focused on daily and long-range guest service at CSC. Sets an example for consistently high standards of service. Serves as primary point of contact for service-related concerns and problems. Ensures customer conflicts and concerns are resolved in a timely manner, making informed decisions when working with guests. Qualifications: Education and Experience: Bachelor’s degree from accredited college or university in business, management, museum studies, recreation management or relevant field. 3 to 5 years or more of experience in museum management, retail management or customer service field.Knowledge, Skills, Abilities: Excellent interpersonal, communication, organizational and presentation skills. Ability to motivate staff and provide direction and leadership in difficult situations. Strong business computer skills required. 2-3 years of conflict resolution experience necessary. Physical Requirements: Position requires front line and administrative work. Must be able to perform various functions in multiple areas of the museum. Ability to move about the museum required. Work Schedule: Variable work week. Includes weekday, evening, and weekend work as needed. Principal Accountabilities:Supports the work of the Operations Manager in leading the Operations and Reservations teams. Oversees all guest feedback with a focus on timely response and organized reporting on comments and trends. Learns the roles of Service and Operations Associate and Call Center Registration Registrar and performs when required.Supports the work of the Senior Manager of Admissions and Visitor Service. Ensures successful daily and long-range Carnegie Science Center admissions function, including proper training and procedures for guest service, accessibility, conflict resolution, ticketing system functionality, cash handling and sales techniques. Learns the roles of Admissions Representative and Senior Representative and performs when required. Sets an example for consistently high standards of customer service. Becomes familiar with procedures for resolving customer conflicts and concerns and makes informed decisions in dealing with customers. Serves as a primary point of contact for service-related concerns and problems.Supports the admissions and operations teams by ensuring proper functionality of online and onsite ticketing systems and customer interface. Supports all systems for communication with guests, focusing on pre-visit preparation, day-of delivery, and guest satisfaction.Assists with preparation and monitoring of departmental budgets. Plays a leadership role in the day-to-day function of the CSC parking lot and visitor transport. Works closely with managers from CSC’s parking contractor to ensure seamless parking lot and transport function and excellent customer service.Plays a leadership role in the day-to-day function of CSC Safety and Security practices. Works closely with managers from CSC’s security contractor to ensure appropriate staffing and operations. Plays a leadership role on CSC’s Safety working groups.Assists with organizing, reporting, compiling, presenting and tracking departmental information (contract routing, grant deliverables, funding sources, educational outreach, etc.) Supports Service & Engagement processes by writing and editing copy for guest communication, website updates, program descriptions, etc. Supports departmental staff in group greeting and group meal management, maintenance of an exceptional group experience, and resolution of group concerns. Support the main CSC reception area, focusing on group arrival and customer service implementation. Modify, as necessary, group arrival and meal process with the aims of optimal efficiency and customer service. Work collaboratively with personnel in ticketing and programming areas to ensure smooth delivery of day-of-visit experiences. Serves as the main point-of-contact from the Service & Engagement department to other internal teams relating to operations, special events, guest service, etc.Serves as a main point-of-contact with outside groups as their work overlaps with Science Center operations. This includes neighborhood restaurants, community organizations, city-wide working groups, stadiums and concert venues, public officials.Work in concert with Service & Engagement leadership to ensure seamless operations in terms of program scheduling, group services function, team communication and resolution of customer issues. Coordinate necessary logistical details with other departments to ensure seamless operations and exceptional service, at all times maintaining building cleanliness, safety and operational efficiency.Other duties as assigned.