Director of Experiential Guest Services

SSA Group•Denver, CO

4d•Hybrid

About The Position

The Director of Experiential Guest Services owns the strategy, growth, and performance of SSA's experiential guest offerings — attraction guest photography, face painting, temporary tattoos, caricature artists, and emerging service lines. This is a builder's role: the Director is responsible for developing this line of business from concept through execution, establishing the operating model, defining service standards, and driving profitable growth across SSA's portfolio of partner locations. The Director ensures opportunities measure to market performance and viability, partnering with Growth and Regional Vice President for pipeline opportunities. Sets and delivers revenue and margin targets, partnering closely with location leadership for operational implementation and continued success. Partners with key stakeholders to ensure every experiential touchpoint enhances the guest visit and strengthens SSA's relationship with its partners. Success in this role means turning a set of individual services into a scalable, repeatable, high-performing line of business.

Requirements

Prior experience operating an attraction guest photography business, with direct accountability for revenue and operational performance
Strong working knowledge across the full range of experiential guest services, including guest photo, face painting, temporary tattoos, caricature artists, and comparable offerings
Demonstrated success building a business line or program from the ground up — not solely managing an established operation
P&L ownership experience, including budgeting, forecasting, and delivering against revenue and margin targets
Proven ability to develop new business and present effectively to partner and executive stakeholders
Experience leading distributed, multi-site teams and seasonal or high-turnover workforces
Background in cultural attractions, zoos, aquariums, museums, or a comparable guest-facing hospitality environment
Bachelor's degree in business, hospitality, marketing, or a related field preferred or the equivalent combination of education and demonstrated leadership experience

Responsibilities

Identify and pursuing expansion opportunities for SSA’s pipeline and successful program launches in partnership with Growth team and Regional Vice President.
Identify and pursue expansion opportunities across existing and prospective partner locations
Build the business case and present new experiential programs, alongside RVP and/or GM, to partner and executive stakeholders
Lead new program launches from proposal through opening
Influence annual revenue growth targets for the experiential portfolio, forecast accurately, and drive corrective action with the P&L owner when results trend off plan
Design and document the operating model, including staffing structures, workflows, and quality benchmarks across all service lines
Establish equipment, technology, and inventory management standards utilizing existing enterprise tools
Monitor execution against standards and refine the model as the business scales
Evaluate and manage vendor relationships, imaging platforms, and equipment sourcing to support quality, efficiency, and scalability
Drive per-capita spend growth by shaping pricing, packaging, and guest-facing merchandising in partnership with Growth (marketing).
Drive per-capita spend through pricing strategy, package design, and product mix
Improve capture and conversion rates through upselling programs and placement/flow within each venue
Partner with Growth (marketing) on promotional strategy, on-site merchandising, and campaigns that increase guest awareness and participation
Build the talent pipeline and standards that let this business scale, and serves as the senior point of contact for experiential services for General Manager and Regional Vice President of the location.
Recruit, train, and develop talent
Build training programs, KSAs, and career pathing in partnership with People Department that support consistent execution at scale
Serve as the senior point of contact for experiential services with SSA’s General Manager and Regional Vice President, aligning programs to each partner's brand and guest expectations

Benefits

$75 monthly cell phone stipend
Bonus eligible based on company performance and guidelines outlines by your manager.
Flex Time Off: no accruals; employees are encouraged to schedule time off as needed within business scope.
Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable.
Participation in a 401(k) program with a 15% company match (must be 21 years or older, eligible after one year of employment with 1,000 hours worked, available to enroll during Open Enrollment Periods).
Short-Term Disability and Long-Term Disability, employer sponsored; scaled salary pay following submission and approval of leave
Parental Leave: Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event.
SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Bonding and your family’s serious medical conditions.
Up to 5 days Paid Bereavement Leave
On-Demand Pay Program: Get access to a portion of earned wages before payday.
Meal Plan & Employee Discounts where applicable.
Paid sick leave is provided in accordance with applicable state and local laws. Accrual rates, caps, and usage rules vary by location.