The Assistant Director provides leadership and strategic vision for the onsite contact center and shared service team at Shedd Aquarium. This role involves overseeing a team of Customer Care Ambassadors, managing hiring and onboarding processes, and ensuring exceptional guest experiences across various communication channels. The Assistant Director is responsible for developing strategies to meet guest needs, monitoring performance indicators, and driving revenue through effective staff training and knowledge of Shedd's programs. Additionally, the position requires collaboration with internal partners to enhance technology and processes, ensuring efficient operations within the contact center.