Assistant Manager, Visitor Experience Ops in Toronto

TIFF is a charitable, cultural organization dedicated to presenting the best of international and Canadian cinema and creating transformational experiences for film lovers and creators of all ages and backgrounds in our home - TIFF Lightbox. Our mission: To transform the way people see the world, through film.

TIFF is committed to embracing diversity and treating all individuals with respect, dignity and fairness by removing physical, social and economic barriers to participation. We encourage you to reflect on the land that you are on, who the traditional keepers of the land are, what the treaty relationship is, or if it’s unceded territory. TIFF is located on the Treaty Lands and Territory of the Mississaugas of the Credit and the traditional territory of the Anishinaabe, the Wendat, and the Haudenosaunee. We are grateful to work on this land.

We are currently hiring for the position of Assistant Manager, Visitor Experience Operations. Reporting to the Senior Manager, Visitor Experience Operations, the Assistant Manager supports the daily operations of the TIFF Lightbox. The Assistant Manager will liaise with internal TIFF teams to ensure events and operations are planned appropriately and ensure the staff at the cinemas, concessions, and the Varda café/bar are prepared and able to execute as planned. The Assistant Manager ensures customer service standards are maintained, addresses immediate issues, and is an escalation point for the staff as needed.

RESPONSIBILITIES:

• Ensures customer service standards of the TIFF Lightbox are being maintained and suggests opportunities for improvement. Coaches, supports, and holds staff accountable to these standards.
• Leads the on-site escalation procedures at TIFF Lightbox. Addresses immediate issues in the moment where possible and escalates major issues as needed.
• Supports the planning of daily operations and events by attending key departmental and production meetings and liaising with internal TIFF teams. Ensures Visitor Experience Operations staff are prepared and able to execute events as planned. Works alongside internal TIFF teams to successfully execute daily events and evaluate the operations at post-event meetings.
• Assists with the hiring and training of part-time staff.
• Assists with the planning of TIFF Lightbox operations during the Festival and is an onsite Visitor Experience Operations management representative during this time.
• Assists with administration including preparing daily reports, concessions inventory ordering, invoicing, and cost of goods tracking.
• Other duties as assigned.

JOB GRADE & SALARY:

Job Grade 2 $50,000 - $70,380. Our salary ranges reflect the range of skills and experience required for the role. Typically, candidates new to the role are positioned up to the midpoint of the range, with progression through the range based on performance and development over time. The top of the salary band is for employees who consistently demonstrate high performance in their role.

WORK LOCATION:

350 King Street West, Toronto, ON M5V 3X5. Adaptable to a flexible work schedule including regular evenings and weekends. This position requires being in office on a regular basis.

MINIMUM REQUIREMENTS:

• Previous experience in a managerial or supervisory role; preferably 2+ years in a venue, theatre, cinema, or events-based operation.
• Experience in customer service is essential.
• Experience managing or supervising a part-time staff is an asset.
• Experience managing or supervising a unionized staff is an asset.
• Experience with food handling and alcohol sales is an asset. Knowledge of coffee and cocktails would be prioritized.
• CPR, First Aid, Smart Serve training, and Food Handler Certificate are an asset.
• Excellent written and verbal communication skills.

We thank everyone who applies for their interest, but only candidates selected for an interview are contacted. Candidates must be legally able to work in Canada at this time. TIFF regrets that it is unable to sponsor employment visas; however, TIFF considers and welcomes individuals on time-limited visa status for this position. For consideration to those on time-limited visa status, your visa must allow you to complete the full contract.

TIFF may use artificial intelligence to screen, assess or select applicants for this position. TIFF is committed to fostering an inclusive and accessible environment where employees feel valued and respected, and where every employee has the opportunity to realize their potential. As such, we welcome and encourage applicants who identify as racialized persons, Indigenous persons, persons with disabilities, and persons across the spectrum of sexual orientation and gender identities. If you are a person with a disability and require accommodation and/or assistance during the application process, please contact us in advance at careers@tiff.net. We strive to provide reasonable accommodations whenever requested.