TITLE: Manager of Constituent Services
DEPARTMENT: Central Station
REPORTS TO: Director of Ancillary Operations & Constituent Services
STATUS: Full-time, Exempt
SALARY: $50,000 - $55,000

AVAILABILITY: This position is responsible for evening, weekend, and holiday onsite coverage. 

POSITION OVERVIEW: The Manager of Constituent Services, provides leadership, management, and strategic vision for a dynamic onsite contact center and shared service team. This position oversees a team of Customer Care Ambassadors, aka “Central Station”: hiring, onboarding, recognizing, and performance managing team members. Through consistent team mentorship and coaching, the Manager fosters an outstanding guest experience in person, on the phone, via email, and on social media. They develop strategies to meet guest needs and establish and monitor key performance indicators to ensure response time goals are met. The Manager drives revenue through staff training: efficient inbound, outbound, and internal order processing and deep knowledge of Shedd’s programs and upgrade opportunities. Working closely with Guest Relations, Technology Development, and Finance, the Manager will design and maintain processes that serve both internal and external customers through Shedd’s customer relationship management tool, Tessitura. 

Successful individuals demonstrate strong leadership qualities, flexibility, and the ability to work successfully with Tessitura end users of varying experience levels.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.   

• Demonstrate leadership following Shedd’s mission and values. 
• Champion a seamless, joyful, and satisfying guest experience 
  • Demonstrate commitment to Shedd’s vision, mission, and values 
  • Oversee the daily operation of department functions including personnel management, development of standard operating procedures, payment and reservation processing, and data management and integrity. 
  • Build and maintain relationships with key internal stakeholders in External Affairs & Marketing, Guest Relations, Development, Technology, Finance, Animal Care, Human Resources, and Learning & Community; act as the voice of the guest across the organization. 
  • Be a liaison with all other Shedd departments as it relates to day-to-day operations, emergency situations, and special requests. Serve on cross-departmental teams and task forces delivering specialized knowledge in an open-minded, collaborative manner. 
• As One Shedd, increase guest satisfaction 
  • Consistently recognize and coach to seamless and joyful behaviors at all posts using the GUEST framework:  
    • G – focus on high-energy greeting by going to the guest 
    • U – ask the right questions to understand what the guest needs.  
    • E – engage guests, finding ways to expand visit options based on needs 
    • S – solve guest needs by helping them with what they asked for and surprising them with a personal recommendation for something extra.
    • T – thank guests for contacting us and impacting their decision to visit again 
  • Develop service-level standards focused on response time and issue resolution; empower the team to resolve escalated guest issues by building a toolkit of alternative options to saying no.  
  • Set and monitor individual call center goals (# calls/emails per hour, guest wait time, resolution time, sales targets, etc.). 
  • Use data for continuous improvement of guest satisfaction, service standards, and the growth of team accountability for exceptional guest experience
• Build, train, and retain an engaged Central Station team 
  • Ensure staff are appropriately trained in all organizational policies and standard operating procedures throughout the operation, develop training materials, FAQs, and additional team resources. This includes areas requiring specialized training such as membership hotline/Member Service Suite, group reservations, Extraordinary Experiences, social media monitoring, and online review responses. 
  • Supervise team members, coaching them to develop and maintain a high standard of customer service, follow and evaluate processes, practice sound financial control, and maintain the accuracy of information resources. 
  • Develop and execute individual professional development plans for direct reports. 
  • Execute strategies to reduce hourly turnover; make Shedd the workplace of choice through continuous focus on fairness in scheduling, time off, post variety, and post rotation. Seek out team feedback, actively listen, and promptly respond to team needs.
  • Provide consistency in corrective action, coaching, and recognition. 
  • Actively participate in staff hiring, onboarding, development, and training.  
  • Demonstrate a commitment to professional and personal growth by initiating dialogue with colleagues and engaging in self-directed learning. 
  • Create an environment that empowers staff to contribute to a culture of collaboration. 
  • Respond to team survey and feedback with a focus on schedules, post variety, training, connection to the collection, active listening and professional development. 
  • Provide consistency in corrective action, performance management, and recognition. 
  • Utilize independent judgment and discretion in the exercise of supervisory responsibility and authority concerning all Customer Care Ambassadors including assigning and directing work, evaluating job performance, resolving job concerns and problems, implementing or effectively recommending decisions concerning hiring, transfer, reassignment, promotion, merit or other compensation increases or rewards, layoff, recall, discipline and/or discharge.
• Utilize Tessitura to contribute to annual attendance, revenue, and expense goal 
  • Drive revenue through inbound and outbound calls.  
  • Manage intake of internal ticketing requests, including VIP and colleague tickets, group visits, and bulk ticket and voucher requests. 
  • Identify opportunities to increase productivity and guest satisfaction through Tessitura enhancements; work with partner departments to implement these enhancements; create training documentation for use across the organization 
  • Support cross-departmental team of Tessitura super users, participating in biweekly meetings to prioritize Tessitura usage across Shedd; contribute to strategic Tessitura enhancements such as version upgrades and new features as a subject matter expert and tester.  
• Fulfill other duties as assigned 

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education: Bachelor’s degree or equivalent experience  
 
Experience:   

• Minimum 3 years acting in a supervisory role
• Experience mentoring and developing a team, including career coaching and on-the-job skills enhancement
• Experience with CRM systems required
• Experience with Tessitura software preferred
• Experience working in team-based environments 
• Experience working directly with Tessitura or similar CRM end users
• Excellent organizational and time management skills
• Excellent written and oral communication skills 
• Bilingual (English/Spanish) strongly preferred. 
• Proficient in Microsoft Office Suite.

PERSONAL QUALITIES: 

The candidate will be a service-oriented, data-driven, and highly organized self-starter who maintains high standards for his or her work and the work of their team and can set and uphold an exceptional level of service for the aquarium’s diverse constituencies. They will continually raise the bar and drive business performance collaboratively with peers and partners across the organization. The ideal candidate will enjoy the challenges of managing a dynamic, fast-paced operation.   

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

• Lift up to 15 pounds  
• Sit 
• Stand 
• Stoop 
• Walk long distances including stairs 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 

This person may be exposed to: 

• Water  
• Heat  
• Cold  
• Exposure to the elements in an outdoor setting  
• Exposure to air particles and potential allergens  
• Low noise  
• Moderate noise  
• Loud noise  
• Crowds 

BENEFITS WORKING AT SHEDD: We offer competitive compensation packages and opportunities for professional growth within our organization. 
Please note: Your spouse/domestic partner who is currently working and eligible for medical coverage through their employer, is not eligible to enroll in the medical plans. If you are adding your spouse/domestic partner, you must complete an Affidavit.​​​​​​​

• Medical Insurance, including FSA and HSA plan options
• Vision and Dental Insurance 
• Accrued Paid Time Off 
• Up to 12 Paid Holidays 
• Life Insurance 
• Parental Leave and Adoption Assistance
• 401(k)
• Discounted Parking and Public Transit Subsidies
• Employee Assistance Program
• Employee Wellness program, including Preventive Care Incentive 
• Employee Discounts
• Employee Tickets 

Reasonable Accommodations: 
Shedd Aquarium is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodations for any part of the employment process, please email us at jobs@sheddaquarium.org. 

We strongly encourage people of color, LGBTQ+ community, veterans and active duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Shedd Aquarium is an equal opportunity employer and welcomes everyone to our team.