Director of Experiential Guest Services

SSA Group, LLC•Denver, CO

5d•$88,000 - $110,000•Hybrid

About The Position

SSA Group is looking for a talented Director of Experiential Guest Services to join our team! At SSA, we're Unapologetically Family — it's who we are and how we show up for each other, for our 90+ cultural attraction partners, and for the more than 100 million guests we welcome each year. We laugh, we celebrate our wins, and we learn from our mistakes together. That family mindset shapes 452 Hospitality, the heartbeat of everything we do: creating special moments of hospitality that have a lasting impact, before, during, and after every guest visit. We bring together admissions, culinary, and retail— to shape one seamless guest experience across the full Hospitality Experience Journey. Whether you're looking for your first job, building your career, or bringing years of experience to a new role, you'll be part of a team that values your ideas, supports your growth, and encourages you to make an impact. More than 54% of our leaders are promoted from within — proof that when we say we invest in people, we mean it.

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
Regular travel to partner institutions expected, including weekends and peak operating periods
Able to walk and tour venues for extended periods
Flexible availability during peak seasonal periods as business requires

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
The Director drives 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
The Director builds 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.