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Job Description:

Position Title: Protection Services Supervisor

Position Summary

The Protection Services Supervisor plays a vital role in creating and maintaining a welcoming, professional, and world-class customer service environment for guests as well as the retention and development of supervised staff. This role supports the front-line team that staff’s museum entrances, galleries, venues, and events. Strong organizational and technological skills are required to simultaneously attend to daily responsibilities while planning for long-term departmental achievements.

It is the Supervisor’s duty to assist the Managers with overseeing the daily operations of the Protection Services team to provide a safe and secure environment for art works on display at Crystal Bridges, members, visitors, volunteers, and staff. It is necessary to assist the Managers in ensuring the development, oversight, and enforcement of internal and external security procedures, which safeguard the Museum’s assets. These responsibilities will be accomplished through a strong ability to manage, train, supervise, empower, and mentor individuals and teams as well as fostering quality relationships that promote the mission of Protection Services. A Supervisor must also be a conduit of collaboration between the Managers and the team as well as the Museum to accomplish the mission and to help build a diverse and professional staff while working to reduce turnover. Supervisors also function as the floor captains and event security leaders as they ensure a smooth and effective execution of all departmental and museum policies and procedures.

The Protection Services Supervisor will spend most of the day in public areas of the museum interacting with team members and guests. The Supervisor can expect to work evenings and weekends including large events/venues on a regular basis to support team operations and are considered essential personnel even in the event of museum closures.

Please note that the general schedule for this position may consist of a rotating shift. Hours may extend past 12:30 am and are subject to change depending on the needs of the Museum.

Responsibilities:

• Create and maintain Protection Services schedules and daily post assignments
• Plan, lead and manage daily floor operations in coordination with the Protection Services Managers
• Assist the managers in developing, updating, and administering a comprehensive security training program for Protection Services staff
• Supervise Interior and Exterior Protection Services Associates including Shuttle Drivers
• Respond to and resolve visitor, volunteer, and staff inquiries, complaints, and emergencies; enforce policies and procedures in a manner that ensures a positive outcome for all
• Respond to medical emergencies, provide basic first aid and when necessary, coordinate with Emergency Medical Services.
• Conduct pre-shift meetings with staff to outline the events of the day and After-Action Reports
• Report security, personnel, and safety issues to the managers or the Director of Protection Services
• Inspect safety and security equipment weekly and remedy failures or weaknesses by appropriate procedural means
• Work closely with front of house departments to ensure a high level of customer service is maintained
• Open and close the Museum Facility/Grounds based on hours of operation
• Oversee staff and manage the safety/security concerns of the facility during events before, during, and after normal operating hours
• Perform all duties of Interior and Exterior Protection Services Associates and Control Room Operators
• Develop staff schedules, daily rotations, and review and approve Associate timesheets as needed
• In coordination with the Protection Services Manager, assist in hiring Protection Services Associate’s by participating in interviews with a focus on building a diverse and professional staff focused on employee retention and development
• Generate reports as needed using data from a variety of sources
• Provide employee counseling, coaching, and development as it relates to job performance and job-related factors
• Collaborate with the Guest Service Shift Leads to ensure all daily operations run smoothly in accordance with the Museum’s policies and procedures
• Develop and maintain proficiency in Protection Services related software including Shift board, EMS, Google docs, and Microsoft Office Suite along with others as introduced.
• Act as a primary contact for communications and training with other departments in matters related to Protection Services front-line responsibilities
• Execute written review for Associate level staff members
• Perform other departmental duties as assigned
• At times, may be required to work at other Crystal Bridges associated facilities such as the Momentary
• Proactively seek and obtain information regarding Museum policies/promotions, activities, and events to provide a high level of customer service
• Report to work punctually, dressed in approved uniform and fully prepared for each scheduled shift
• Able to work as essential personnel day or night to include museum closures

Minimum Education, Experience and Skills

• High School graduate, Bachelor’s degree or equivalent industry training preferred
• Driver’s license required
• Ability to lead/manage individuals and teams from diverse backgrounds and experiences
• Proficient level experience with Microsoft Office applications
• Strong documentation and/or report writing skills
• Strong background in a customer service, public oriented environment
• Demonstrated knowledge of safety equipment and procedures
• Demonstrated proficiency with problem solving and conflict resolution skills, Diplomacy
• Strong written and oral communication skills
• Ability to interact effectively with a wide array of personalities and attitudes
• Knowledge of ACS, IDS, CCTV and/or Fire Control systems desirable
• Minimum of 2 years related supervisory experience including increasing levels of responsibility
• Prefer experience in a public environment

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sitting or leaning while on post will not be permitted. 

• Physical demands:  Position requires working in Galleries for prolonged periods of time. This position requires standing, walking and climbing stairs, bending, and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. This position requires visual acuity to review written materials as required for this job. Additionally, a supervisor may be on their feet for up to four hours without an opportunity to sit.
• Work Environment:  Work will be performed in an office environment, art galleries, performance venues, and outdoors. Additionally, Strong communication skills and ability to interact politely and effectively with a wide range of Museum members, visitors, volunteers, and staff. Effectively utilize museum communications system. Communicate with public safety, fire and other local or state emergency personnel in an effective and calm manner.
• Position requires Supervisors to work rotating shifts to learn and facilitate departmental and facility needs.
• Position requires ongoing flexibility in work hours due to events, staffing needs and other factors. 
• There is an inherent risk with Security related work.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. Crystal Bridges requires all employees to provide proof of COVID-19 vaccination as a condition of employment, or meet Arkansas state requirements, subject to accommodations. In addition, you will need to provide proper identification verifying your eligibility to work in the United States on your first day of work.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a culturally diverse workplace that is free of discrimination and harassment of any kind. We encourage women, minorities, individuals with disabilities, and veterans to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.

About Crystal Bridges Museum of American Art

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Our vision is to activate an institution that transforms lives through experiences that encourage the discovery of new ideas, expanded dreams, and inspired actions.

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