Join the Ontario Science Centre - one of Canada's most visited cultural attractions and a world-renowned educational institution - and contribute to both the organization's success and the growth of your skillset by managing our front-line team in providing visitors with exceptional Science Centre experiences.
We are looking for an experienced, visitor-focused, results-oriented leader to organize, manage and lead the day-to-day management of the Hosts and Volunteer staff in their delivery of programs that directly influence and support the visitor experience.
Note: This position has a regular weekend and holiday work schedule including some evening work. During the Science Centre's opening hours from Wednesday to Sunday, this position will require proportionately more weekend scheduling.
What can I expect to do in this role?
The Ontario Science Centre is looking for someone who will:
• Oversee a large team of front-line Hosts and Volunteer staff in a high-volume and fast-paced environment by setting, monitoring and reviewing clear and achievable performance objectives and service standards;
• Provide leadership through effective team building and maximizing employee engagement and empowerment;
• Ensure all demonstration areas, equipment and facilities are available and operational for Hosts and Volunteer staff;
• Lead the planning, development, delivery and evaluation of specialized program activities to ensure the effective delivery of quality visitor interactions in exhibition halls and demonstrations, both on and off-site;
• Develop, manage and maintain internal and external relationships critical to effective operations; collaborate with the Centre's management team to highlight visitor concerns and issues and support the planning and development of strategic solutions;
• Ensure compliance with regulatory, legal, financial, collective agreements and organizational policy commitments.
How do I qualify?
Mandatory
• Ability to work weekends, evenings and holidays
Management and Leadership Skills
• Demonstrated experience managing and mentoring staff on delivering quality visitor interactions in exhibition halls and demonstrations through effective leadership and strategic planning
• Ability to foster an inclusive environment to support and strengthen employee engagement and promote innovation and creativity in a team environment
• Experience leading teams by setting clear goals, providing consistent feedback and setting developmental plans
• Managerial, organizational and administrative skills that enable you to manage staff and coordinate operational activities
Communication and Relationship Management
• Excellent conflict resolution, negotiation, problem solving and influencing skills to respond to and resolve visitor experience related issues
• Ability to build and maintain relationships across the organization and with external stakeholders to enhance service delivery and operational strategies
• Demonstrated integrity, good judgment and tact when managing issues
• Experience responding to politically sensitive, contentious and confidential issues
• Excellent verbal communication and well developed written communication skills to prepare reports, correspondence and briefing materials
Technical Knowledge
• Ability to interpret and apply relevant legislation, policies, procedures and strategic business directions to improve and introduce strategies and services
• Knowledge of budgeting techniques to develop, manage and control allocated financial resources including experience scheduling employees against anticipated demands to manage labour budgets
• Knowledge of risk management and issues analysis to review and assess business and service delivery practices
• Knowledge of human resources practices, policies, directives and collective agreements in relation to recruitment, training and development and labour relations to support an inclusive and engaged team
Operations and Service Delivery Management
• Ability to prioritize business needs and requirements and resolves issues relating to the department/office operations
• Experience providing customer/visitor care, preferably in a frontline entertainment/educational venue
• Knowledge of business management methodologies and best practices to drive operational excellence and meet service standards
OPS commitment to diversity, inclusion, accessibility, and anti- racism:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the
OPS Anti-Racism Policy and the
OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's
Human Rights Code. Refer to the application instructions below if you require a disability-related accommodation.
