Job description

SSA Group is looking for a talented Implementation Specialist to join our team.

This position is remote.

Implementation Specialist

The SSA Group is a visitor services company that provides admissions, retail, food & beverage, and catering to over 70 zoos, museums, aquariums, and iconic attractions in 32 states nationwide. Check out SSA at the below websites:

• thessagroup.com
• https://www.facebook.com/ssagrp/
• https://www.linkedin.com/company/thessagroup
• https://www.instagram.com/thessagroup/

Position Title: Admissions On-Boarding Specialist
Reports to: Admissions Strategist, Training Focus

Job Description:
The Admissions On-Boarding Specialist’s primary responsibility is to lead and execute a successful transition of Admissions services from another service provider or directly from the attraction to the SSA Group. This individual will work with SSA resources to understand the contractual scope of the transition; capture detailed requirements of what will be necessary to fulfill that scope; facilitate decision-making and problem-solving by leveraging SSA’s best practices, subject matter experts and consultive engagement with the attraction; works closely with SSA’s Project Manager to plan out transition and ensure all tasks are identified and completed, and acts as the primary liaison with the attraction and SSA on-grounds leadership during the first year of engagement to maintain stability and ensure success during and after the transition.
This role has the opportunity to positively impact some of the coolest cultural attractions on the planet, and help support our partners’ mission of sustainability, conservation and animal welfare education.

Responsibilities may consist of (but not limited to):
Key Responsibility Pillars
People

• Establishes and maintains relationships with all transition participants, including attraction executives, management, and front-line staff; SSA Group operational executives, management and front-line staff; SSA Group Headquarters staff in Legal, People Department, Accounting, Admissions and Information Technology.
• Engages in regular communication with all stakeholders to ensure proper engagement in the transition process and facilitate capturing requirements/making decisions.
• Lead collaboration with subject matter experts and domain owners to design transition solution which will include products, price points, Information Technology solutions, ticketing system configuration, operational processes, financial processes, guest engagement/communication processes, training and go-live.
• Skillfully engages with challenges and rallies involved teams to overcome with little impact to the overall transition.

Growth

• Identifies opportunities to modify existing products, pricing, operations, or processes as part of the transition to drive improvements in attendance and revenue by leveraging SSA’s Admissions Strategy & Operations best practices. Implements improvements as part of the transition/go-live.
• Identifies and documents longer term opportunities with timeline for evaluation, solutioning and implementation post-transition/go-live.

Operational Excellence

• Works with SSA’s client services, Vice President of Admissions and Regional Vice President to have a full understanding of the contractual scope of the transition.
• Develops transition plan based on scope of engagement for knowledge transfer from current service provider or the attraction of all areas.
• Identifies all transition stakeholders and ensures that roles and responsibilities of each are clearly identified and mutually agreed to. Establishes a RACI model for clear understanding and the avoidance of doubt.
• In partnership with SSA’s Project Manager, develops initial project plan and regularly updates the project plan based on knowledge gained throughout the transition.
• Educates all stakeholders on the transition plan, their role in it, and timing.
• Identifies and communicates threats to the project plan and/or timeline as they surface, gathering those involved to overcome and shift the plan where necessary.
• Facilitates and leads knowledge transfer sessions with appropriate stakeholders based on transition plan.
• Develops detailed documentation of all elements of the transition from knowledge transferred, actions required to meet scope, and design decisions.
• Applies SSA’s Admissions Strategy & Operations best practices and identifies where requirements necessitate new solution, leads development of a new solution, and adds final solution to best practices repository for future use.
• Regularly tests and evaluates work produced by others to ensure that it meets the requirements captured and ensures stakeholder/domain holder verification that solutions meet the business need.
• Post go-live continues partnership with stakeholders to ensure everything is functioning and operating as needed. Identifies any misses in delivery of solution and partners with appropriate team members to resolve it.
• Starts on-going meetings with appropriate stakeholders to facilitate on-going operations, strategy, product development and performance analysis for partner.
• Participates in warm transition of attraction responsibility to other Strategy & Operations team members for long term sustainment.
• Ensures excellent documentation of the transition process to enable a smooth transfer after the on-boarding period is complete.

Social Responsibility & Culture

• Supports unit in being an example for Company & Partner guidelines with regard to Sustainability/Conservation efforts.
• Supports SSA in driving community effort through hiring efforts, engagement activities, and focus on opportunities of giving back.
• Ensures a collaborative environment that while highly planned and organized is prepared for unexpected changes and is agile in reacting to changes.
• Promote an inclusive & supportive approach in all projects.

Requirements:

• Bachelor’s Degree in Marketing, Communications or Business preferred (MBA a plus) or combination of education and experience.
• 3-5 years in Admissions Product, Strategy and Operations experience
• A demonstrated proficiency of Microsoft Office programs (Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint).
• Proficiency in Ticketing, Retail & Food POS systems
• Proficiency in utilizing RACI and Swim Lane modeling.
• Excellent verbal and written communication skills including authoring marketing communications.
• Ability to travel up to 30-40% of the calendar year, which may include weekends and holidays.
• Ability to lift 30 lbs. or more as needed; if accommodation is needed, employee may work with People Department and Direct Report through this.

Core Competencies:

• Excellent interpersonal and communication skills, including exhibiting professionalism and diplomacy when working with customers.
• Demonstrated, admissions operational knowledge and management of admissions teams.
• Demonstrated, technical knowledge of POS software and solutions.
• Proven experience with coordination of multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure.
• Efficiency: Able to produce significant output with minimal wasted effort.
• Organization and planning: Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.
• Attention to detail: Does not let important details slip through the cracks or derail a project.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Endurance: Demonstrates tenacity and willingness to go the distance to get something done.
• Proactivity: Acts without being told what to do. Brings new ideas to the company.
• Flexibility/Adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Strategic thinking/visioning: Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
• Creativity/innovation: Generates new and innovative approaches to problems
• Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The Company reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technological developments)

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