From Chaos to Calm:
When the California Academy of Sciences reopened in a $485MM Renzo Piano designed, double Platinum LEED rated, building, thousands of people waited in line to buy a ticket every day.
The ticketing system implementation was problematic causing poor visitor and member experiences as well as back-office operations.
Hired as a consultant to untangle what seemed hopelessly tangled. Lead a cross-functional team while performing triage on our seemingly stillborn point-of-sale system. Worked tirelessly with the POS vendor, pushing them hard to fix their product while also securing significant rebates from them.
Triaged the ticketing systems to achieve stability within a few months. Instilled greater foundation from training to additional staffing, as well as improved processes and collaboration. Ensure program sustainability with SLAs and steering committee for oversight.