Director of Guest Operations

The Director of Guest Operations plays a key role in ensuring an exceptional and safe experience for all guests at Oakland Zoo. This leadership role oversees public safety, janitorial services, admissions, attractions and parking management, while providing alignment and guidance to our partners at SSA who manage our food, beverage and retail sales. The Director will develop and implement strategies to enhance revenue streams while elevating guest satisfaction, streamline operations, and maintain high standards of cleanliness, safety, and service. Additionally, this role will manage elevated guest concerns, including legal matters, optimize guest flow, and proactively analyze operational efficiencies throughout the park.

Oakland Zoo offers a comprehensive benefits package, including Health insurance, Dental insurance, Vision insurance, Flexible spending account, Retirement plan, Paid time off, Employee Assistance Program, and A Family Zoo Membership.

Guest Experience & Cleanliness

• Lead and manage all aspects of guest services, ensuring a welcoming, safe, and enjoyable environment.
• Coordinate onsite Admissions and Membership operations by collaborating on ticketing systems, aligning with Membership policies, and providing cross-team training to enhance guest and member satisfaction and retention.
• Manage the revenue, service and engagement expectations of SSA, the Zoo’s partner providing retail and food and beverage services.
• Optimize line management for entry, ticketing, parking, and ride operations to enhance efficiency and minimize wait times.
• Work closely with Learning & Engagement, Volunteer Services, Animal Care, Conservation, and Marketing teams to build a seamless transition of the guest experience between departments.
• Collaborate with other departments to coordinate special events and programs.
• Maintain high cleanliness standards across the zoo, optimizing staffing and resources for peak efficiency.

Safety & Facility Management

• Oversee security and emergency response protocols regarding guest and staff safety, working closely with internal teams and external agencies.
• Address escalated guest concerns, including legal matters, ensuring appropriate resolution and risk mitigation.  This position serves as the primary liaison with our insurance company for incident reports and claims.
• Ensure safe and efficient operation of all rides, coordinating maintenance with the Lift Maintenance team to ensure proper upkeep and safety of gondolas and rides and compliance with safety regulations.
• Ensure the professional appearance and functionality of guest areas, including the strategic placement of signs, stanchions, and other wayfinding elements to improve guest navigation and experience.

Operational Strategy & Analysis

• Continuously assess and enhance operational processes to improve guest experience, safety, and efficiency.
• Implement and promote sustainable practices in guest operations to minimize environmental impact and enhance conservation efforts.
• Develop and oversee budgets, financial performance, and operational metrics, making data-driven decisions to improve guest satisfaction and operational effectiveness.
• Oversee cash handling procedures, ensuring compliance with financial controls, security protocols, and best practices for revenue management.
• Coordinate digital ticketing and backend support with the Admissions and Membership team as well as the Finance and Accounting team to ensure smooth operations and alignment with organizational goals.
• Innovate and implement cross-departmental coordination strategies to enhance overall guest operations.
• Perform other related duties as required and assigned.

Supervisory Responsibility:  

Leadership & Team Development

• Manage and develop a diverse team of over 100 seasonal and regular staff, fostering a culture of service excellence, accountability, and continuous improvement.
• Provide training and professional development opportunities for staff to enhance guest service capabilities and operational knowledge.
• Promote teamwork and effective communication within the department and across zoo operations.

Oakland Zoo does not expect every applicant to have every skill and qualification listed here and will consider the combination of formal education, training, and practical experience of each applicant. We are committed to supporting the career development of our employees. A strong candidate who is interested in growing and learning in this role will possess at least 75% of the following qualifications. If this is you, then we strongly encourage you to apply.

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• Bachelor’s degree in hospitality management, business administration, operations management, or a related field (or equivalent experience).
• Minimum of 5+ years of management experience with sizeable, seasonal teams in guest services, hospitality, amusement parks, attractions, or similar industries.
• Strong background in public safety, facility operations, or large-scale venue management.
• Demonstrated ability to manage high-volume operations while maintaining service excellence.
• Experience in budget management, strategic planning, and process optimization.
• Exceptional leadership, team-building, and interpersonal communication skills.
• Ability to work a flexible schedule based on the needs of the business, including weekends, holidays, and peak attendance periods.  This position requires a schedule of either Sunday through Thursday or Tuesday through Saturday.
• This position is primarily onsite most days, with occasional remote work as an exception.

Bonus if you have...  

• Experience with integrating sustainable practices into operations
• Familiarity with ride safety regulations and operational best practices.
• Valid Driver’s License for train operations.

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Bachelor’s degree in hospitality management, business administration, operations management, or a related field (or equivalent experience).

Knowledge, Skills, and Qualities– May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.  

• Collaboration – builds trusting relationships with both internal and external stakeholders across our organization and community-wide and approaches differences of opinion with curiosity and humility.
• Communication – communicates respectfully and effectively with stakeholders across identities, both verbally and in writing  
• Flexibility – nimbly adapts to evolving priorities and urgent needs; handles intervals of high pressure while maintaining perspective and humor
• Inclusive Culture - fosters a culture of mutual respect, transparency, collaboration and belonging which allows all employees to feel appreciated, included, and valued.
• Leadership – mentors, advises, and develops people across identities with consideration for cultural relevance and responsiveness, self-awareness around implicit bias and understanding of the power dynamics that exist in organizations.
• Organization – strong attention to details and able to build and/or maintain efficient systems
• Passion – wholeheartedly believes in, represents, and models Oakland Zoo’s mission and PRIDE values at all times
• Project management – effectively prioritizes commitments, driving forward multiple high-profile and complex projects simultaneously with flexibility, resourcefulness, and agility to adapt to shifting organizational needs
• Relationship-Building: able to build and maintain trusting relationships and mutually beneficial partnerships with internal and external stakeholders
• Self-motivated– effectively navigates multiple, simultaneous tasks with excellent attention to detail and deadlines. Enthusiastically identifies and approaches opportunities without regular supervision
• Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.
• Sustainability – oriented toward the mission and values of Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department
• Wildlife Aware - understands mission to support the conservation and welfare of animals at the Zoo, locally and globally.  This is demonstrated by a willingness/passion to reflect this mission in all actions and to continue to learn how to take action for wildlife

Physical Considerations – Able to bend and twist, lift, stand, kneel, sit, travel, bend, stoop, and speak regularly and for long periods of time (up to 8-hour shifts or more).