JOB TITLE: Assistant Director of Constituent Services 
DEPARTMENT: Guest Relations – Central Station 
REPORT TO: Sr. Director of Guest Relations 
STATUS: Full-Time/Exempt 
SALARY: $60,000 - $70,000 

Time Commitment: 

• Full-time, Monday through Friday with some evening and weekend hours required. 

SUMMARY:

Shedd Aquarium is seeking a dynamic and motivated Assistant Director of Constituent Services to lead and provide a strategic vision for our onsite Call Center and shared service team, Central Station. In this key leadership role, you will oversee a team of Customer Care Ambassadors and develop strategies that ensure an exceptional guest experience across all communication channels. The Assistant Director will manage the team’s performance, provide coaching, and drive revenue through staff training and efficient processes. This is a unique opportunity to help shape a high-performing team while directly impacting Shedd's guest satisfaction and operational success. 

ESSENTIAL DUTIES & 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.

• Team Leadership & Development: 
  • Lead, manage, and coach a diverse team of Customer Care Ambassadors. 
  • Oversee performance management and recognition programs. 
  • Foster a culture of collaboration, high performance, and accountability. 
  • Develop individual professional growth plans for team members and manage their training. 
• Operational Management: 
  • Oversee call center operations, ensuring excellent service and compliance with organizational policies and budget. 
  • Drive improvements in operational efficiency through process optimization, technology, and systems. 
  • Manage staffing resources and budget to ensure optimal guest service and department performance. 
• Guest Experience: 
  • Develop and execute strategies to enhance the guest experience both in person and digitally (phone, email, social media). 
  • Ensure service standards are met, with a focus on response times, issue resolution, and guest satisfaction. 
  • Train and empower the team to exceed guest expectations using the Shedd GUEST framework for excellent service. 
• Key Performance Indicators (KPIs) & Accountability: 
  • Achieving and maintaining guest satisfaction scores. 
  • Meeting response time goals and service level standards. 
  • Revenue generation through team training and upselling. 
  • Employee engagement, retention, and development outcomes. 
• Tessitura CRM System Management: 
  • Lead the utilization of the Tessitura CRM software to streamline operations and improve data management and accuracy. 
  • Train team members on the use of Tessitura and ensure data hygiene and proper financial controls. 
  • Serve as a reliable Tessitura resource for Shedd Aquarium, collaborating with internal partners to improve system use and functionality. 
• Strategic Leadership & Collaboration: 
  • Work closely with internal stakeholders (Marketing, Finance, Animal Care, HR, etc.) to align Central Station’s operations with Shedd’s overall goals. 
  • Lead cross-departmental projects to develop and implement new service technologies and processes. 
  • Analyze performance data and collaborate with senior leadership to make data-driven decisions for continuous improvement. 
• Revenue Generation & Sales: 
  • Develop strategies to drive revenue through programs, events, and upgrades. 
  • Foster a high level of product knowledge among the team to generate sales for general admission, memberships, tours, and animal encounters. 
• Team Culture & Engagement: 
  • Champion a work environment that emphasizes fairness, engagement, and team feedback. 
  • Actively work to reduce turnover and improve employee satisfaction by fostering a positive and supportive atmosphere. 
  • Ensure consistent coaching and recognition to build a motivated and productive team. 

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

• Bachelor’s degree in business administration, museum studies, or a related field is preferred. Equivalent experience will also be considered. 

Experience: 

• 5+ years of experience in customer service/sales management, call center operations, or a related field, including direct supervision of staff and budget responsibility. 

Skills & Competencies: 

• Leadership & Team Management 
  • Strong leadership skills with experience in managing, mentoring, and developing teams. 
  • Ability to build, lead, and retain high-performing teams in a customer-focused environment. 
  • Experience in staff performance management, coaching, and implementing corrective actions. 
  • Ability to provide consistent guidance in the hiring, training, and development of staff. 
• Customer Service Excellence 
  • Expertise in creating and maintaining high standards of guest service across multiple channels (phone, email, in-person, social media). 
  • Ability to develop and implement strategies to enhance the guest experience, ensuring timely responses and issue resolution. 
  • Expertise in handling escalated guest concerns and providing creative solutions to guest challenges. 
• Strategic Thinking & Problem Solving 
  • Ability to think critically and strategically to resolve operational and guest service issues. 
  • Demonstrated ability to use data analytics to assess performance, improve service standards, and optimize operational efficiency. 
  • Creative problem-solving and systems thinking to improve processes and service delivery. 
• Technology & CRM Expertise 
  • Proficiency in using and managing CRM systems (e.g., Tessitura), including configuration, reporting, and system training. 
  • Strong understanding of ticketing, financial controls, and data hygiene within CRM tools. 
  • Ability to manage technology-driven projects, including CRM and web updates, and ensure effective user training. 
• Collaboration & Relationship Building 
  • Strong relationship-building skills with both internal and external stakeholders (Marketing, Technology, HR, Animal Care, etc.). 
  • Effective cross-departmental collaboration to meet institutional goals and enhance guest experiences. 
  • Ability to act as a liaison and advocate for guest needs across the organization. 
• Communication Skills 
  • Exceptional verbal and written communication skills, including the ability to convey complex information clearly to diverse audiences. 
  • Ability to articulate changes in processes and procedures to staff and senior leadership. 
  • Strong presentation skills to share performance metrics, project updates, and strategic insights with stakeholders. 
• Project & Time Management 
  • Expertise in managing multiple projects simultaneously with a strong focus on prioritization, organization, and deadlines. 
  • Experience in forecasting, scheduling, and ensuring appropriate staffing levels to meet demand. 
  • Ability to implement and manage service-level standards and adjust staffing and operations for peak and non-peak seasons. 
• Data-Driven Decision Making 
  • Strong analytical skills with the ability to assess KPIs and use data for continuous improvement. 
  • Experience developing and tracking team productivity metrics and using data to drive revenue and improve service delivery. 
  • Ability to assess operational performance and recommend adjustments to meet or exceed performance standards. 
• Cultural Competency & Diversity 
  • Ability to create an inclusive and welcoming environment for both staff and guests from diverse backgrounds. 
  • Bilingual (English/Spanish) preferred, with the ability to communicate effectively with a diverse range of guests and team members. 
• Operational & Financial Management 
  • Strong understanding of budgeting and fiscal management, including staff scheduling and resource allocation. 
  • Ability to monitor and control operational expenses while driving revenue growth through programs, events, and upgrades. 
• Professional Growth & Development 
  • Commitment to ongoing professional and personal development, with a focus on leadership, customer service, and industry trends. 
  • Ability to coach staff on personal growth and ensure their continuous development through training and feedback. 

Personal Qualities: 

• Service-oriented, with a passion for delivering exceptional guest experiences. 
• Motivated, proactive, and a collaborative team player. 
• Ability to thrive in a fast-paced, high-energy environment. 

PHYSICAL DEMANDS & WORK ENVIRONMENT: 

• Ability to lift up to 15 pounds. 
• Able to sit, stand, stoop, and walk for extended periods. 
• Exposure to various environmental conditions, including water, heat, cold, and moderate noise. 

BENEFITS WORKING AT SHEDD:  We offer competitive compensation packages and opportunities for professional growth within our organization.

• 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 

Shedd Aquarium is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.  We look forward to hearing how you can contribute to the success of our Central Station team! 

This job posting targets key competencies and skills while emphasizing leadership, guest service, CRM management, and operational efficiency. It reflects the organization's mission and vision and provides a clear picture of the role’s responsibilities and expectations. 

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.