Operations Coordinator

The Learning Team delivers programs and events across multiple audience areas, including adult programs, kids and families, young people, students and teachers, access audiences and outreach activities.
We deliver programs onsite, online and on tour to engage national audiences of life-long learners with the National Gallery's collection and exhibitions program.

The Operations Coordinator makes this work possible by overseeing complex operational systems, processes, resourcing and day-to-day functions across the Learning Department.

The position leads a high performing team in the delivery of superior customer service, including full-time and casual staff who coordinate bookings for school programs, guided tours and access programs. The role oversees the deployment of resources across programs, including rostering of casual staff, ticketing and venue management.

In the delivery of exceptional customer service, the role will address and resolve arising difficulties and complex matters that require detailed information gathering and investigation to achieve cooperation and satisfactory outcomes for clients and partners.

In addition, the Operations Coordinator contributes to business improvement practices across the Learning Team. The role will evaluate working methods and use initiative, technical expertise, specialist knowledge and originality in problem solving to support continuous improvement.

The Operations Coordinator is responsible for coordinating statistics and reporting for the department, including data collection and analysis, using sound judgement and professional knowledge to inform decision-making.

In addition, the Operations Coordinator provides specialist project management support for major events such as the National Visual Arts Education Conference and opening weekend events for major exhibitions.
This position reports jointly to the Education Manager and Public Programs Manager and is responsible for supervising the Tours Coordinator, Bookings Coordinator, Program Coordinator and casual Learning Assistants.

This position is a 12-month non-ongoing full-time role within the Learning Team with the possibility of becoming ongoing.

The key duties of the position include
In accordance with the APS 6 work level standards, you will have the following key responsibilities:

• Manage operational services within the Learning Department, including venue management, scheduling, ticketing and CRM, rostering and timesheets for casual Learning Assistant employees.
• Support management of Artist Educators and Learning Facilitators, including rostering and record keeping, assigning and communicating daily task allocation and shift information. Support the Education Manager with recruitment, training, meetings and retention of casual staff.
• Assist in improving business systems and take responsibility for day-to-day running of activities across the department, building the capacity of specialist employees to focus on strategic programming outcomes.
• Coordinate and manage operations of the Tim Fairfax Learning Studio, including resource use and management of systems.
• Manage bookings services for guided tours and school program delivery, through supervision of the Bookings Coordinator and Tours Coordinator.
• Manage operational delivery of school and guided tour programs, including coordination of staff and volunteer guiding processes, front of house operations for groups and risk management. Support the operational delivery of Public Programs through supervision of Learning Assistant staff, overseeing department wide operational meetings and processes.
• Manage the National Gallery's operational relationship with the National Capital Education Tourism Project and represent the Gallery at network meetings.
• Supervise the casual Learning Assistants, including recruitment, training, rostering and workflow.
• Support the Learning Team in the coordination of project management requirements of funded projects and processes around audience data collection and collation.
• Support WH&S and Risk Management processes for the Learning Department.