Position Overview:
Do you love tech 💻, but have a passion for people too🥰? As a Program Manager Manager, you will work within the accesso Operations team supporting the Virtual Queueing & Mobile App operation at the Village Roadshow Theme Parks in Gold Coast, Australia.
You will be responsible for owning and developing the relationship with clients and promoting the use of accesso services and products. We're looking for people who are passionate, engaged and tech savvy – prior theme park experience is preferred, but not necessary. This candidate must have their own vehicle to travel to the venues.
As a member of our Client Operations team, you’ll play a vital part in ensuring that our clients receive the support and service they need to create memorable experiences for their guests. With your keen interpersonal skills and problem-solving abilities 🔍, you’ll provide operational assistance and collaborate with peers to help come up with out-of-the-box solutions to everyday obstacles. We're looking for people who are patient, team players 🤝, and love helping others.
Location: Village Roadshow Theme Parks Gold Coast, Australia
Reports to: Director of Client Success
Travel ✈️ Requirement: Up to 20%
What you'll be working on:
- Managing all aspects of the accesso app operation with a priority on managing Queuing revenue by reviewing pricing & product offering constantly to maximize revenue & guest value.
- Responsible for performing in-depth analysis on the Queuing operations KPIs to make data-driven suggestions to the business to improve service, revenue management and operational efficiency.
- Running and verifying client specific reports and filter results with a high attention to detail.
- Working with Marketing to assess and improve customer touchpoints & communication of virtual queuing & Fast Track online and onsite.
- Provide continual evaluation of In-Park processes and procedures.
- Provide continued training support to app and virtual queueing functionality.
- Technical support for minor software or hardware issues and escalating if required.
- Support with configuration, UAT and implementation of the VRTP Theme Parks app.
- Support app-related projects for Village Roadshow Theme Parks; assisting with the technical, client and project activities in a prioritized and pro-active manner.
- Maintain and build outstanding lines of communication with stakeholders at all venues and accesso, including Operations, Product, Support and Development.
- Proactively managing high level, complex app-related client service issues, researching and resolving issues quickly and efficiently.
What you bring to the role:
- Self-motivated, detail-oriented individual who will do whatever it takes to meet a clients‘ needs.
- Strong analytical skills and a great commercial sense.
- Adept at solving complicated technical problems, an excellent communicator (both verbally and written), organized and thorough.
- Strong team player who works well under pressure and willing to learn new technologies.
- Excellent problem-solving techniques and the ability to make sound decisions.
- Be able to engage in the product delivery of virtual queuing and app solutions to guests, representing accesso on-site meetings and technical support for minor software or hardware issues by performing the duties personally or through a team of staff and supervisors.
- Must have the flexibility to work extended hours and work on weekends and holidays to meet the needs of the business.
- accesso moves quickly and looks for team members with excellent problem-solving techniques and the ability to make sound decisions. Training and support will be provided as part of the induction into this new role.
⭐️Bonus points if you have:
- Bachelor’s degree in business, Technology or a related field is a distinct advantage.
- Previous/current theme park experience.
- A keen interest in technology, web based apps and data.
- A passion for people, and relationship building.
*If you don’t have all the qualifications listed, don’t worry! We understand everyone’s career path is unique, and still encourage you to apply if you feel this role is aligned with your career trajectory.
Perks & Benefits:
- Competitive compensation package including discretionary annual bonus opportunity.
- 20-days of paid annual leave for employees up to 3-years of tenure (higher accrual thereafter);
- 8-hours of paid Volunteer Time Off to give back to organizations and groups you feel most passionately about;
- Inclusive Family Benefits - access to end-to-end support for maternity, surrogacy, adoption, and fertility, with a $5,000 benefit toward surrogacy, adoption, and fertility;
- Unlimited access to Udemy for Business for continued learning and career development;
At accesso, we believe that fun is a fundamental part of the workday! From our tech to our passion for attractions, we infuse fun into everything we do, and our culture is no different. We’ve created a virtual environment with no shortage of connection – so share memes and high fives 🙌 with teammates, or break up your day with virtual escape quests, “Online Office Olympics” and more! Work-life balance is important here too, so you’ll have flexibility in choosing the work setting and hours that fit your life best (so long as your work permits).
We believe that diversity is vital to innovation and that when we celebrate what makes each of us unique, we create a more inclusive environment where you can truly thrive🌱. Our people are our most treasured asset, and we are proud to have such talented, passionate and tech-savvy professionals on our team💚. We are dedicated to providing equal opportunities for all, and any hiring decisions will be assessed on qualifications, merit and business need. If there are any accommodations you may need throughout the hiring process, please feel free to email us at [email protected] so that we can set you up for success. Learn more about Diversity & Inclusion at accesso. You can review our candidate privacy statement here: Candidate Privacy Statement
ABOUT accesso:
Our team is on a mission to improve the guest experience with technology. We support some of the world's top attractions and leisure & entertainment venues 🏟🎡🎢🚢🎻 by creating innovative technology solutions that enhance the guest journey from start to finish. Currently, accesso® employs over 500 team members around the globe 🌎, many of whom come from the industries we serve. From ticketing and eCommerce to virtual queuing and more, we understand firsthand what makes our clients and their guests smile, and we’re constantly developing new solutions to enhance the guest experience while helping our clients streamline operations and drive revenue.
