Mobility Manager

Frederik Meijer Gardens & Sculpture Park promotes the enjoyment, understanding, and appreciation of gardens, sculpture, the natural environment, and the arts. Meijer Gardens is ranked among the 100 most visited art institutions in the world. The organization embraces the concept of a major cultural attraction centering around horticulture & sculpture. Meijer Gardens' commitment is to create a legacy of lifelong learning, enjoyment, and a rich cultural experience for generations to come. 

Department: Guest Relations                                    

Supervisor: Senior Director of Guest Relations                                                

Pay Type: Salary, Exempt, Full-Time

Position Summary: The Mobility Manager is responsible for overseeing the daily operations of the tram tour program, ensuring a seamless, safe, and accessible experience for all visitors. This role involves scheduling and coordinating tram routes, managing a team of drivers and volunteers and maintaining the vehicles to uphold the highest safety and quality standards. The Mobility Manager will also collaborate with guest services, maintenance teams, and other departments to enhance the guest experience, aligning with the organization’s mission of providing joy, welcoming, and world-class service. The Mobility Manager will also be the primary contact for wheelchair and Electronic Convenience Vehicles (ECV) programs and other mobility devices such as golf carts.

Essential Functions

• Ensure compliance with all safety and accessibility standards for vehicles and operations.

• Audit drivers’ narration ensuring compliance to the provided script.

• Oversee the daily scheduling of tram program to meet visitor demand and maximize efficiency.

• Monitor and address operational issues, ensuring minimal disruptions.

• Oversee tram ticket sales which includes cash handling.

• Recruit, train, and supervise tram drivers and volunteers, providing ongoing feedback and support.

• Create staffing schedules and coordinate coverage to meet operational needs.

• Responsible for keeping tram database up to date and accurate with operations scheduling.

• Manage bi-weekly deep cleaning of tram.

• Enforce safety protocols for staff and passengers, conducting regular safety drills and training sessions.

• Assists with coordinating tram usage with all departments for special events and tours.

• Provide daily, weekly and monthly reporting on ridership and downtime occurrences. 

• Track metrics of wheelchair and ECV usage.

• Coordinate wheelchair and ECV repair schedules. 

• Other duties as assigned by Senior Director of Guest Relations.

Education and / or Qualifications preferred:

• Education:  Bachelor’s degree or equivalent required.
• Experience: Previous experience in mobility services, guest services, ride operations preferred.  3+ years of Management experience preferred.
• Skills/Knowledge/Licenses:
  • Valid drivers license required.
  • Certified Drivers License or willingness to obtain is a plus.
  • First Aid/CPR certification is preferred or willingness to obtain.
  • Ability to multi-task and be flexible with changing projects, provide excellent customer service, accurate attention to detail, analytical skills to interpret data, ability to keep confidences, work as part of a team, ability to prioritize tasks and effective time management skills

Organizational Expectations

• Embrace Meijer Gardens’ mission to promote the enjoyment, understanding and appreciation of gardens, sculpture, the natural environment, and the arts.
• Embrace the organization’s non-profit status and commitment to serving and treating the public with dignity and working with a broad and diverse group of employees, volunteers, members, and guests in a respectful and professional manner.

Working Conditions: Basic mobility is expected in offices, grounds, and exhibition areas. Ability to observe details at close range and communicate information accurately with others. Engage in occasional object manipulation with or without assistance, and efficiently navigate the workspace to access essential resources. Ability to regularly move up to 20 pounds, frequently up to 50 pounds, and occasionally move 100+ pounds (i.e., load, unload, and move supplies, medium to heavy weight tools, and equipment). Occasionally ascends/descends a ladder. This job operates in a professional indoor office environment, across grounds, and exhibition areas. This position involves working indoors and outdoors in various weather conditions. This encompasses both outdoor settings and greenhouse environments. Schedule flexibility on weekends and holidays is required ensuring that the experience operates during business hours. 

As part of our onboarding process, all new hires are required to complete our background check.Frederik Meijer Gardens & Sculpture Park is an Equal Opportunity Employer.We believe in fostering a diverse and inclusive workplace.