Director of Operations and Service Standards

Denver Zoo•Denver, CO

13h•Onsite

About The Position

Denver Zoo Conservation Alliance (DZCA) is a leader in animal care, wildlife conservation, and education, committed to excellence and inspiring communities to save wildlife. The Director of Operations and Service Standards will lead the strategic direction, development, and execution of all guest-facing operations and service standards to ensure a smooth, welcoming, safe, and memorable visit for every guest. This role is crucial for shaping operational excellence to support both guest experience and earned revenue across the zoo campus. The Director oversees core operational systems, including service standards, parking operations, guest flow, queue management, attractions, experiences, and seasonal/weather-responsive operating plans. Through strong leadership and cross-functional collaboration, this position ensures consistent, high-quality experiences daily, leading large, multi-layered teams and partnering across the organization to align daily operations with long-term strategy, ensuring the zoo remains responsive, efficient, and inspiring year-round. The team is made up of passionate and diverse professionals dedicated to animal care and creating meaningful guest experiences.

Requirements

4-year degree in Hospitality Management/Tourism, Business Administration, Operations Management, Parks and Recreation, or in a related field, or any equivalent combination of education and/or experience.
Minimum of 7 years’ experience in guest operations, hospitality, visitor services, or operations management in a high-volume, guest-focused environment.
5+ years of progressive leadership experience managing large teams (20 or more staff), operational systems, and cross-functional initiatives.
Demonstrated ability to develop and lead large-scale operational strategies that enhance guest experience, safety, and efficiency.
Expertise in service standards, guest flow management, and high-volume attraction operations.
Proven ability to analyze data, guest feedback, and operational trends to drive continuous improvement.
Excellent decision-making and situational awareness in dynamic and high-pressure environments.
Strong collaboration and communication skills across diverse teams and stakeholders.
Proven computer skills, including proficiency in Microsoft Office Suite.
Experience with point-of-sale systems, CRM platforms, scheduling and incident reporting tools.
Exemplary collaboration, organizational skills, written and oral communication skills, attention to detail, and the ability to prioritize work and tasks.
Adaptability to produce and meet deadlines in a fast-paced, multi-tasking, and changing environment, and the ability to work independently and as part of a team.
Superior negotiation skills and the ability to handle sensitive information with diplomacy.
Must be a recognized communicator and considered to be a developer, coach, and mentor who is comfortable working with a broad cross-section of people in direct and matrixed relationships.
Ability to pass a physical examination, background check, and pre-employment drug and alcohol screen.
Regular availability to work weekends, evenings, and holidays.
Required to obtain and maintain a Colorado Class “R” Driver’s License with a clear driving record within three months of hire and maintain throughout employment.
Ability to hear adequately in person and by phone, in personal and group settings, occasionally with a moderate noise level.
Ability to work with and process information from a variety of individuals and media (e.g., computers, projected images, printed materials) and sitting and/or standing up to eight hours per day.
Ability to lift to 50 lbs.
Requires working outside in weather conditions that may be inclement and/or exposure to fumes, airborne particles, and/or chemicals.
This position may have contact with animals and/or exposure to zoonotic diseases.

Nice To Haves

Experience working in a high-volume attraction such as an amusement park, zoo, aquarium, museum, or science center is preferred.
Experience developing and executing strategic goals preferred.
Diplomacy in confronting personal, individual, and internal discrimination requiring sharing and discussing personal identities relative to the work environment strongly preferred.
IBCCES or comparable sensory-inclusive experience certification preferred.
Ability to speak, understand, and communicate effectively in English and Spanish preferred, in person and in writing.

Responsibilities

Develop and steward a multi-year vision and strategic roadmap for guest operations and service standards that support DZCA’s goal of being the #1 destination with a purpose.
Define and implement organization-wide service standards that ensure consistent, welcoming, and high-quality guest experience across all touchpoints.
Establish operational frameworks that optimize guest flow, capacity, accessibility, and revenue opportunities across the campus.
Lead the development of seasonal and weather-related operating strategies, ensuring the zoo remains responsive, reliable, and guest-focused in all conditions.
Align operational strategies with organizational priorities, major initiatives, campus planning, and the annual operating calendar.
Lead, coach, and develop a team of managers, supervisors, and frontline staff responsible for guest operations, service standards, and attractions, fostering a collaborative and inclusive environment that supports professional growth and innovative thinking.
Build scalable organizational structures, staffing models, and training programs that support both daily operational excellence and long-term growth.
Establish clear expectations for service delivery, safety, accountability, and guest engagement across all operational areas.
Oversee performance management processes including goal setting, coaching, feedback, and professional development, in partnership with Human Resources.
Review department organization to ensure staffing levels, schedules, and staffing structure provide for the organization's standard operations.
Oversee the design, implementation, and continuous improvement of organization-wide service standards and operational procedures.
Ensure consistent delivery of safe, efficient, and welcoming experiences for guests of all backgrounds and abilities.
Monitor guest feedback, operational data, and performance metrics to identify opportunities for improvement and innovation.
Provide strategic oversight for guest-facing attractions and experiences, including the Conservation Carousel, Denver Zoo Railroad, Gorilla Trek, Lorikeet Adventure, Stingray Cove, and Wallaby Way.
Ensure attractions operate safely, efficiently, and in alignment with guest experience and revenue goals.
Partner cross-functionally to support the introduction of new experiences and enhancements.
Lead strategies for parking operations, arrival experience, crowd flow, and queue management to ensure efficient and positive guest entry and movement throughout the campus.
Collaborate with internal and external partners to optimize access, reduce congestion, and improve overall guest journey.
Oversee operational alignment of guest-facing digital tools, including the mobile app, map, and Today@DenverZoo platform, to enhance navigation, communication, and real-time experience management.
Develop and implement seasonal operating plans, including capacity management, staffing models, and guest comfort strategies such as cooling and warming initiatives.
Ensure preparedness for weather-related impacts and operational continuity.
Provide Sr. Manager-level operational oversight to ensure the zoo is prepared each day to safely and effectively deliver for guests.
Support or oversee Duty Manager functions and real-time decision-making for operational challenges, incidents, and service disruptions.
Partner closely with Animal Care, Facilities, Security, Guest Experience, Events, and other teams to ensure coordinated operations.
Maintain and oversee the annual operating calendar, hours of operation, and guest policies, including code of conduct and admission structures.
Cultivate and manage partnerships with external stakeholders, including Denver Parks and Recreation, City Park partners, and neighboring institutions to support shared access and guest experience goals.
Directly supervise the Guest Operations Manager and additional leadership roles.
Provide oversight for a large, multi-layered team, including full-time, part-time, and seasonal staff responsible for guest operations and service delivery.
Develop and oversee departmental budgets, business plans, and performance metrics, which include more than $1.5 in paid attraction and experience revenue.
Identify opportunities to improve operational efficiency while enhancing guest experience and revenue.
Partner with internal teams to support funding opportunities, sponsorship alignment, and resource planning.
Act as a strong steward of DZCA resources.