Guest Experience Operations Leader

Socket.dev; Denver (CO); On-site; USD 68,000 - 85,000; Full time

Benefits offered by this job

Medical, Vision, and Dental coverage

403(b) with employer match

Paid time off

Family DZCA Membership

Discounts & free parking

Job summary

Denver Zoo Conservation Alliance is seeking an Operations Manager to lead campus-wide guest experiences, attractions operations, and service standards. The role ensures daily readiness, safety, and high-quality guest experiences inside the DZCA campus.

You will supervise Operations Coordinators and seasonal staff, collaborate across departments, and drive continuous improvement through program design, staff development, and cross-functional coordination.

Qualifications

• Completion of, or progress toward, a two-year degree in hospitality management, business administration, tourism, parks and recreation, or a related field is preferred; however, any equivalent combination of education and relevant experience that demonstrates the knowledge and skills necessary to perform the position will be considered.
• Requires a minimum of two years of management experience in guest operations, hospitality, visitor services, or a related field, including supervisory experience. Experience working in a high-volume attraction such as an amusement park, zoo, aquarium, museum, or science center is preferred. An equivalent combination of professional experience, lived experience, and/or special skills that demonstrate the ability to successfully perform the role will also be considered.

Responsibilities

• Provide leadership and supervision for Operations Coordinators, Specialists, and seasonal staff responsible for delivering guest-facing services and operational programs across admissions, parking, concierge, attractions, amenities, accessibility, guest access, and campus operations.
• Lead, coach, and develop supervisory staff to ensure consistent service standards, operational readiness, transaction accuracy, safety, and professional guest engagement across all guest experience touchpoints.
• Establish clear expectations for operational performance, accountability, safety, and guest experience across attractions, amenities, and guest interaction points.
• Oversee staff performance management, including coaching, feedback, recognition, goal setting, development planning, and disciplinary processes in partnership with Human Resources.
• Collaborate with Workforce Management to ensure appropriate staffing levels, onboarding readiness, and ongoing training for operational teams.
• Foster a culture of teamwork, inclusion, and mission-aligned service that supports exceptional experiences for all guests, staff, volunteers, and partners.

Skills

Leadership

Operational management

Guest service

Communication

Organizational skills

Safety awareness

Decision making

Coaching/mentoring

Team collaboration

Analytical thinking

Education

Two-year degree in hospitality management

Tools

Microsoft Office

POS/CRM systems

Scheduling software

Incident reporting

Job description

Denver Zoo Conservation Alliance is seeking an Operations Manager to lead campus-wide guest experiences, attractions operations, and service standards. The role ensures daily readiness, safety, and high-quality guest experiences inside the DZCA campus.

You will supervise Operations Coordinators and seasonal staff, collaborate across departments, and drive continuous improvement through program design, staff development, and cross-functional coordination.