Director of Guest Experience

Audubon Institute•New Orleans, LA

9d•Onsite

About The Position

The Director of Guest Experiences (“Director”) at Audubon Aquarium & Insectarium is a senior leader on the Downtown Administrative Team responsible for developing and implementing facility-wide admissions, guest engagement, and informal learning experiences that advance Audubon Nature Institute’s (ANI’s) strategic vision and mission. The Director oversees Aquarium admissions, engagement, and learning programs, ensuring guests receive a welcoming, seamless, safe, and meaningful experience. This role leads proactive hospitality, efficient admissions, engaging interpretation, and a portfolio of revenue-generating premium experiences, including behind-the-scenes tours, animal encounters, camps, family programs, and other informal learning opportunities. The Director is a collaborative leader who aligns guest experience initiatives with ANI and Aquarium priorities, using attendance, sales, and revenue data to establish goals and drive continuous improvement. The Director partners closely with Husbandry, Event Operations, Park Operations, Development, and other teams to ensure exceptional guest experiences while supporting best practices in animal care, welfare, and training. The Director directly supervises the Admissions Manager, Guest Engagement Manager, and Premium Experience Manager and oversees staffing, scheduling, training, performance management, program evaluation, safety, strategic planning, financial management, and resource allocation. The Director also fosters professional development, proactive communication, and a welcoming, inclusive, high-performing team culture.

Requirements

5 to 7+ years working experience in non-profit management or hospitality environments
Proven leadership experience
Exemplary presentation and oral communication skills
Experienced in effective staff training and skill building within diverse teams
Proven track record in developing, implementing, and evaluating guest programs tailored to diverse audiences
Bachelor's degree in business, Education, Biology, Zoology, Communications, Ecology, Environmental Education or other related fields (additional equivalent work experience may be substituted for a degree)
Demonstrated experience in effective communications with diverse audiences including families, youth, and adults from a variety of backgrounds
Strong organizational skills with the ability to manage multiple projects, prioritize tasks, and meet deadlines while communicating effectively
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, for program coordination and communication
Must be able to work a flexible schedule including occasional weekend and after-hour events.

Nice To Haves

Experience in an AZA institution and familiarity with AZA standards
Experience working with or overseeing volunteers
Experience working with Ambassador programs and/or animal husbandry & management
Experience working with program accessibility and inclusion
Have or be able to acquire a valid, state-issued driver’s license

Responsibilities

Provide strategic direction for the development and implementation of guest experiences and programs for the Aquarium’s diverse audiences. These experiences include daily guest hospitality and engagement, inspiring informal learning experiences, and strategic premium experience programs.
Supervise, schedule, train, evaluate, and coach Aquarium Experience staff to provide a consistently safe, inspiring, and engaging experience for all guests.
Proactively pursue growth in admissions and revenue generation with tactics that are backed by strong and ongoing data and trends evaluation.
Evaluate and continuously improve programming to meet organizational, facility, and department goals and impacts.
Provide on-the-floor support as needed within the Experience Team or other Aquarium management needs (e.g. MOD coverage, responding to on-site emergency calls, special event support, working at the front desk selling tickets, leading premium experiences, delivering a guest engagement chat, leading summer camp activities, etc.).
Work collaboratively with facility leadership and across departments to coordinate program needs, including physical spaces, animal experiences, supplies, and safety considerations.
Responsible for tracking and managing revenue and spending in alignment with departmental budget.
Work collaboratively with Volunteer staff to train, support, and mentor teen and adult volunteers.
Collaborate with the Facility Managing Director, the VP for Construction, Director of Conservation and Education, Interpretive Content Manager, and Environmental Graphics Manager to ensure that interpretive graphics throughout all facilities are current, accurate and consistent with program messaging.
Serve as a model for professional behavior, display courtesy, tact, discretion, good judgement, consideration, and respect.
Embrace a lifelong learning approach to seeking information on formal and informal educational methodologies and trends and participating in professional development opportunities.
Maintain a positive attitude and a strong sense of accountability, fostering a collaborative team environment where everyone feels empowered to contribute.
Thrive in a team environment, using your organizational and technical skills to ensure the smooth execution of programs and experiences that resonate with diverse audiences.
Celebrate the successes of your team and bring enthusiasm to your work, reflecting the joyful culture that is at the heart of Audubon’s mission.
Stay adaptable and open to learning new skills, embracing change and innovation as opportunities to lead and grow.