Chief Experience Officer

San Antonio Zoo; San Antonio (TX); On-site; USD 150,000 - 230,000; Full time

Job summary

San Antonio Zoo seeks a Chief Experience Officer to provide strategic direction across Operations and Education, guiding guest experiences and safety. You will lead staffing, budgeting, and program development for the entire zoo, including entertainment and education initiatives.

You will collaborate with department leaders to ensure the zoo’s mission is advanced, programming aligns with safety standards, and guest satisfaction exceeds expectations.

Qualifications

• Bachelor’s degree in hospitality, or related field.
• Ten years of operations leadership experience at a large attraction.
• Five years of supervisory experience at a large attraction over multiple departments.
• Excellent problem-solving skills with the ability to identify and resolve issues.
• Excellent guest service skills and the ability to train your team on how to provide exceptional guest service to our guests.
• Ability to schedule and plan work duties to effectively use personnel, materials, and equipment.
• Proven effective leadership skills.
• Must complete pre-employment background checks and drug screens.
• Must be available day, nights, weekends, holidays, and occasional after-hour assignments.

Responsibilities

• Oversee the operations of the zoo and its rides, ensuring high-quality guest experiences.
• Manage staff functions related to admission tickets and memberships to ensure a pleasant experience for all guests.
• Develop and implement policies to improve efficiency and safety of departments.
• Collaborate with department leaders to ensure guests have a positive experience from start to finish.
• Build and lead a team focused on conservation and education to engage the public.

Skills

Executive leadership

Guest experience

Operations management

Budgeting

Staff development

Communication

Public speaking

Problem solving

Scheduling

Training

Education

Bachelor’s degree in hospitality, or related field

Job description

Chief Experience Officer

Collaborate with a passionate Zoo Crew in San Antonio Choosing where to grow your career has a major impact on your professional and personal life, so it’s equally important you know that the place you choose to work at will support and guide you. With a diversity of passionate people, San Antonio Zoo is a place where you can collaborate with others securing a future for wildlife.

The Impact You’ll Make in this Role

Chief Experience Officer (CXO) duties include providing strategic direction, managing, and evaluating all aspects of Operations and Education to include front gate, Kiddie Park, zoo rides, Zoo Quality, and Security/EMT teams, Revenue – Guest Experience, and oversight of Events & Entertainment, Education, and Will Smith Zoo School. As CXO, you must communicate effectively with subordinates, peers, contractors, clients, patrons, volunteers, and the public. You share responsibility for ensuring the entire zoo is at a high-quality, safe, and suitable level for the public and zoo team members and that events and education programming enhance the zoo’s mission, comply with safety and environmental standards, and meet financial delivery and guest satisfaction goals. You will also assist in handling guest complaints.

Essential Duties:

• -Oversee the operations of the zoo’s train ride, carousel, and other rides and attractions that San Antonio Zoo may operate, to include Kiddie Park.
• -Responsible for managing all staff functions related to selling and taking admission tickets/memberships to ensure a pleasant experience for all zoo guests.
• -Responsible for the cleanliness and safety of all public areas of the zoo.
• -Manage Park Security/EMT Department.
• -Oversee the development and execution of the entertainment program, as well as coordinating and managing consumer events.
• -Develop and implement signature Zoo entertainment, including Zoo Lights, Zoo Boo!, Zoo La La – A Taste of San Antonio, and others.
• -Responsible for Edutainment team’s successful day-to-day leadership, including actors, Educators, Interpreters, character performers, and teachers.
• -Oversee the Education Department, including all programming, Kronkosky’s Nature Spot, Will Smith Zoo School, and NatureEd.
• -Build a department and team that supports conservation and interpretation to showcase and educate the public on the significance and relevance of our mission and vision.
• -Set goals and objectives for your team to ensure objectives are met or exceeded.
• -Assist with creating training manuals and materials to help team members be successful in their jobs.
• -Ensure that there is adequate staff for peak times and to fill line schedules.
• -Be a voice and advocate for our guests regarding their experience and safety.
• -Motivate your team and encourage them to perform at their best.
• -Use problem solving skills to identify and address guest complaints, resolve issues with team members and address any other issues that affect the guest experience.
• -Create and maintain the annual budget of each department and ensure that they comply with budgetary controls.
• -Develop and implement policies and procedures that improve the overall efficiency and safety of the departments.
• -Collaborate with other department leaders to ensure that guests have a positive experience from start to finish and develop strategies to overcome challenges.
• -Consistently exhibit an attitude of service inside and outside the zoo, showing hospitality to all.
• -Be fully committed to the mission of San Antonio Zoo to create awareness that inspires action to care for the wild world we steward and the animals we protect.

Other Responsibilities:

-Performs other work-related duties as required and assigned.

Your Skills and Expertise

To set you up for success in this role from day one, the San Antonio Zoo recommends the following skills/qualifications:

• -Bachelor’s degree in hospitality, or related field.
• -Ten (10) years of professional operations leadership experience at a large attraction.
• -Five (5) years supervisory experience at a large attraction over multiple departments.
• -Excellent problem-solving skills with the ability to identify and resolve issues.
• -Excellent guest service skills and the ability to train your team on how to provide exceptional guest service to our guests.
• -Ability to identify areas of improvement for your team.
• -Ability to train, motivate and encourage department team members.
• -Excellent communications skills, including writing and public speaking.
• -Ability to schedule and plan work duties to effectively use personnel, materials, and equipment.
• -Proven effective leadership skills.
• -Successful candidates must complete a pre-employment National Sex Offender Search, Criminal Background Check, and Drug Screen.
• -We enjoy year-round operation for all staff, must be available day, nights, weekends, holidays, and occasional special after-hour assignments.

San Antonio Zoo is an equal opportunity employer. San Antonio Zoo will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.