Operations Manager

British and Irish Association of Zoos and Aquariums (BIAZA); Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

Hertfordshire Zoo is seeking an experienced Operations Manager to unite Park Services, Guest Services, Retail and Catering under one accountable leadership. You will drive visitor experience, safety, and commercial performance, while coordinating staffing and resources across departments.

The role requires hands-on leadership, decision-making, and the ability to manage seasonal and event-driven demand. Weekend and holiday coverage will be required as part of a busy, visitor-facing operation.

Qualifications

• Experience leading multiple customer-facing departments.
• Commercial awareness including budgeting and staffing.
• Ability to lead managers and address performance issues.
• Workforce planning and rota management.
• Hands-on leadership in fast-moving environments.
• Experience implementing flexible working approaches.

Responsibilities

• Provide central accountability for customer-facing operations, staffing, expenditure and visitor-service standards.
• Coordinate staffing and resources across Park Services, Guest Services, Retail and Catering.
• Develop annual staffing and payroll plans for seasons, events and peak periods.
• Match staffing to visitor demand using bookings, weather, events, sales and queue levels.
• Ensure areas are safe, clean, stocked, and ready before opening.
• Produce monthly performance reports and act on findings.
• Undertake senior Duty Manager shifts and respond to incidents.
• Ensure compliance with health & safety, safeguarding, licensing, and procedures.

Skills

Operational leadership

Budget management

Staffing and workforce planning

Customer-facing operations

Decision making

Health & safety compliance

Communication

Problem solving

Change management

Job description

Hertfordshire Zoo

UK Closing date for applications is: 1st Nov 2026

Contact: Lisa Pressland ([e-mail]) Sector: Management Type: Paid Contract type: Full-time Salary: According to skills and experience

Are you an experienced operations leader with the commercial judgement and practical approach needed to bring several busy customer-facing departments together?

Hertfordshire Zoo is looking for a confident, hands-on Operations Manager to lead our Park Services, Guest Services (including the Welcome Centre and Zoo HQ Reception), Retail and Catering departments. This is a senior and highly visible role, responsible for bringing these areas together to deliver excellent visitor service, strong commercial performance and safe, efficient day-to-day operations.

The Role

Working closely with our existing Department Managers, you will provide one central point of accountability for customer-facing operations, staffing, expenditure and visitor-service standards.

You will coordinate staffing and resources across the operation, ensuring each area is safe, clean, stocked, fully staffed and ready for visitors. A key part of the role will be developing an annual workforce plan that reflects the Zoo’s quieter winter period, summer peak and major seasonal events.

This is a visible, hands-on leadership role for someone who is comfortable making decisions, holding managers accountable and responding to changing visitor demand, staffing pressures and operational incidents. You will also undertake agreed senior Duty Manager responsibilities and act as the senior operational decision-maker when required.

Key Responsibilities

• Lead and coordinate Park Services, Guest Services, Retail and Catering, supporting and holding Department Managers accountable for their areas.
• Develop annual staffing and payroll plans covering permanent, fixed-term, seasonal, casual and agency requirements.
• Introduce shared staffing and day-planning arrangements so trained employees can be deployed where they are most needed.
• Match staffing levels to visitor demand using advance bookings, attendance, weather, events, sales and queue levels.
• Ensure all customer-facing areas are safe, clean, stocked, operational and ready before opening.
• Review sales, gross margin, staffing costs, stock, waste, expenditure and service performance, agreeing action where needed.
• Improve rota planning, employee deployment and ways of working while maintaining opening hours and service standards.
• Review the complete visitor journey and use feedback, complaints, online reviews and operational observations to make improvements.
• Prepare joined-up operating plans and contingencies for busy periods, seasonal events, staffing shortages and unexpected operational issues.
• Undertake senior Duty Manager shifts and coordinate the response to significant visitor, staffing or service incidents.
• Ensure operational compliance with Health & Safety, food safety, safeguarding, licensing, security, cash-handling and company procedures.
• Produce concise monthly performance reports and ensure agreed actions are completed.

About You

We are looking for someone who can demonstrate:

• Strong operational leadership experience within a busy customer-facing environment.
• Commercial awareness, including experience of managing staffing costs, budgets, sales and service performance.
• Confidence leading managers, setting clear expectations and addressing performance issues constructively.
• Experience of workforce planning, rota management and matching resources to changing demand.
• A practical, visible leadership style and willingness to support the operation directly when needed.
• Sound judgement and the ability to make clear decisions in a fast-moving environment.
• Strong organisational, communication and problem-solving skills.
• Experience of managing change and introducing more flexible ways of working.
• Flexibility to work weekends, bank holidays, seasonal events and varied hours when required.

Experience within a zoo, visitor attraction, hospitality, leisure, retail or similarly complex multi-department environment would be beneficial.

What We Offer

• 40 hours per week, generally worked Friday to Tuesday; flexibility will be required during peak periods, seasonal events and for operational incidents.
• A varied and influential role within a leading conservation-based visitor attraction.
• The opportunity to shape how our customer-facing departments work together and contribute directly to the visitor experience.
• Staff benefits, discounts and access to wider Zoo industry opportunities.