Visitor Engagement Manager

JOB TITLE:                 Visitor  Engagement Manager

DEPARTMENT:         Learning & Engagement

REPORTS TO:            Director of Learning and Engagement

SALARY TYPE:          Full-Time, hourly; $16-$18/hr DOE

START DATE:            May 2023

Posting closed April 30th. 

JOB SUMMARY:

The Visitor Engagement Manager works with the staff and volunteers that provide guest interactions and experiences on the exhibit floor.

The Visitor Engagement Manager oversees 10+ PTE ambassador staff members that are responsible for exhibit floor interpretation. The manager facilitates positive guest experiences via the ambassador staff, both through customer service style interactions and exhibit floor interpretation. The Visitor Engagement Manager will cover scheduled Manager on Duty shifts after being trained in to do so.

Touchpools are a part of the big picture guest experience. The Visitor Engagement Manager works closely with the L&E and Husbandry directors, to make changes to touchpool routines, protocols, open times and/or staff schedules. 

The Visitor Engagement Manager sets the workplan for and works closely with the Volunteer Coordinator to ensure cohesive content and messaging is shared via staff and volunteers working on the exhibit floor.

ESSENTIAL FUNCTIONS:

Position specific duties: (12% - 5+ hrs/wk)

• Strategize with Director of Learning and Engagement and Volunteer Coordinator on seasonal programmatic updates and on-going refinement of interpretive programming.
• Support the ongoing development of interpretive programs that support the Aquarium’s mission.
• Develop and implement evaluation measure for interpretive programs.
• Oversee data collection for animal encounters.
• Stay up to date on encounter animal protocols.
• Organize and update interpretive materials used in for exhibit floor interpretation so they can be easily accessed by Ambassadors, volunteers, and engagement staff.
• Supervise and set-workplan for Volunteer Coordinator and working with them to ensure all aspects of the volunteer program are running smoothly, providing feedback and support as needed.

Ambassador staff management: (62% - 25 hrs/wk)

• Recruit, train and schedule ambassador staff. 
• Ensure adequate staffing levels to cover available shifts and communicate staffing needs with the Director of Learning and Engagement.
• Support staff when coverage is needed - covering open shifts as needed. 
• Make sure touchpool and information station work spaces have the supplies and set-up needed for staff to be successful.
• Provide feedback to ambassador staff - both positive and performance improvement related.
• Accept feedback and suggestions from exhibit floor staff - elevating issues to directors team if necessary.
• Act as liaison between touchpool aquarists and ambassador staff regarding touchpool animal health and safety.
• Work with Directors of L&E and Husbandry, and touchpool aquarists, and terrestrial keepers to ensure that touch protocols stay up-to-date based on current animal collection.
• Provide regular updates to ambassadors about what is going on around the Aquarium - animal changes, upcoming events or busy days, new staff etc. 
• Schedule professional development several times a year for interpretive staff. 
• Meet with Director of Learning and Engagement weekly to discuss personnel, procedure and program concerns and challenges.

Visitor Engagement: (up to 20% - 4-8hrs/wk)

• Represent Great Lakes Aquarium positively.

• Learn proper animal handling procedures and gain skills to present these animals in front of the public.
• Deliver high-quality interpretation to the public through formal programming, exhibit feeding, and spontaneous animal encounters.
• Guide positive interactions between visitors and touch pool animals and provide engaging interpretation.
• Set up and close touch pools and/or information desk for the day using existing 

Departmental and organizational support: (5% - 2hrs/wk)+

• Keep supervisor informed of any ideas or ways to improve existing equipment or supplies.
• Assist Exhibit team with evaluation and data collection for exhibit projects.
• Attend weekly departmental meetings.

• Work with events team to fill staff requests for after hours touchpool and animal encounters.
• Complete any other related tasks as assigned by the supervisor and/or Director of Learning and Engagement.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any offer of employment is contingent upon the successful completion of a background check.

• Must be able to communicate effectively in noisy, crowded conditions.
• Must be comfortable with public speaking and willing to use a wireless microphone.
• Must be able to approach visitors and engage them in conversation.
• Must be able to do light cleaning.
• Must be able to work safely around animals and their habitats.
• Must be able to lift up to 50 pounds.
• Preferred: Knowledge of local flora and fauna
• Preferred: CPR and First Aid certifications

EDUCATION and/or EXPERIENCE:

• Degree in biology, zoology, environmental education or related field. Other degrees with relevant experience may also be considered.
• Must have experience working in an interpretive setting such as zoo, aquarium, museum, science center or similar cultural organization (through an internship or employment).
• 2+ years experience training or mentoring other staff is required.
• Experience working with volunteers is preferred.

PHYSICAL REQUIREMENTS and/or WORK ENVIRONMENT:

The physical demands and work environment described here are representative of those that must be met by the Interpretive Manager to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Interpretive Manager will be required to work in the Aquarium exhibit space and in an open office space.

Exhibit floor shifts at touchpools or interpreter shift coverage requires standing or sitting for an extended period. Individuals are required to manipulate objects used for interpretive demonstration purposes. This position requires the ability to talk and hear.

This position requires extensive computer keyboarding and word processing. The noise level in the work environment is moderate to high.

EOAA STATEMENT

Great Lakes Aquarium is an equal opportunity employer. Great Lakes Aquarium shall provide equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression.

Great Lakes Aquarium aims to be a supportive community for all people. If you are a job seeker with a disability and require a reasonable accommodation to apply for this position, please connect with our HR representative, Annie Thors at (218) 740-2001 or athors@glaquarium.org. 

Questions?:

Contact Director of Learning and Engagement, Alexis Berke at aberke@glaquarium.org or 218-740-2013.