Chief Experience Officer [Full-Time]

San Antonio Zoo•San Antonio, TX

11d

About The Position

The Chief Experience Officer (CXO) provides strategic direction and oversees the Zoo’s Operations and Education functions, including admissions, Kiddie Park and rides, Zoo Quality, Security/EMT, guest experience revenue, events and entertainment, Education, and Will Smith Zoo School. The role helps ensure the Zoo is safe, clean, and suitable for guests and team members, and that events and educational programming advance the Zoo’s mission, meet safety and environmental standards, and achieve financial and guest-satisfaction goals. The CXO communicates with staff, peers, contractors, clients, patrons, volunteers, and the public, and assists with guest complaints. The CXO leads teams and departments, develops and delivers entertainment and consumer events, oversees educational programs, and advocates for guests’ experience and safety. The role includes setting goals, supporting staff training and development, ensuring adequate staffing, managing department budgets, and improving policies, procedures, efficiency, and safety. The position requires a service-oriented approach and commitment to San Antonio Zoo’s mission to inspire action to care for the wild world and the animals it protects.

Requirements

Bachelor’s degree in hospitality or a related field.
Ten years of professional operations leadership experience at a large attraction.
Five years of supervisory experience at a large attraction across multiple departments.
Excellent problem-solving skills, including the ability to identify and resolve issues.
Excellent guest-service skills and ability to train a team to provide exceptional guest service.
Ability to identify areas for team improvement.
Ability to train, motivate, and encourage department team members.
Excellent communication skills, including writing and public speaking.
Ability to schedule and plan work duties to effectively use personnel, materials, and equipment.
Proven effective leadership skills.
Must complete a pre-employment National Sex Offender Search, criminal background check, and drug screen.
Must be available days, nights, weekends, holidays, and occasional special after-hours assignments.

Responsibilities

Oversee operations of the Zoo’s train ride, carousel, other rides and attractions, and Kiddie Park.
Manage staff functions related to selling and taking admission tickets and memberships to provide a pleasant guest experience.
Ensure cleanliness and safety of all public areas of the Zoo.
Manage the Park Security/EMT Department.
Oversee development and execution of the entertainment program and coordinate and manage consumer events.
Develop and implement signature entertainment events, including Zoo Lights, Zoo Boo!, and Zoo La La – A Taste of San Antonio.
Lead the Edutainment team, including actors, educators, interpreters, character performers, and teachers.
Oversee the Education Department and its programming, Kronkosky’s Nature Spot, Will Smith Zoo School, and NatureEd.
Build a department and team that supports conservation and interpretation and educates the public about the Zoo’s mission and vision.
Set team goals and objectives and ensure they are met or exceeded.
Assist in creating training manuals and materials for team members.
Ensure adequate staffing for peak periods and line schedules.
Advocate for guests’ experience and safety.
Motivate team members and encourage strong performance.
Identify and address guest complaints, resolve team-member issues, and address other matters affecting the guest experience.
Create and maintain annual departmental budgets and ensure compliance with budgetary controls.
Develop and implement policies and procedures to improve departmental efficiency and safety.
Collaborate with department leaders to support a positive guest experience and develop strategies to overcome challenges.
Demonstrate a service-oriented and hospitable approach inside and outside the Zoo.
Remain committed to San Antonio Zoo’s mission.
Perform other work-related duties as assigned.