Operations Manager at Denver Zoo Conservation Alliance in Denver, CO

Job description

• The Operations Manager advances DZCA’s mission, strategy, and goals by leading operational programs that support the delivery of high-quality guest experiences throughout the Denver Zoo Conservation Alliance campus once guests are inside the gates. This role leads attractions operations, guest amenities, accessibility programs, and service standards to ensure a safe, welcoming, and engaging experience for all guests. The Operations Manager oversees daily campus readiness, drives continuous operational improvements, collaborates across departments, and serves in the Guest Experience Duty Manager rotation to provide real-time leadership and decision-making.
• Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Responsibilities

• Staff Leadership and Development
• 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.
• Program Design and Development
• Lead the development, implementation, and continuous improvement of operational programs that support the delivery of high-quality guest experiences from arrival through the full on-campus visit.
• Develop and maintain operational procedures, service standards, training resources, documentation, and program standards that support consistent guest experiences, accurate transactions, efficient access, and strong service delivery.
• Monitor operational performance, guest feedback, transaction accuracy, system performance, accessibility needs, and service trends to identify opportunities to improve safety, efficiency, access, and experience quality.
• Partner with internal departments to support the successful implementation of new experiences, ticketing and reservation processes, membership programs, guest communications, seasonal initiatives, and operational improvements.
• Develop and maintain operational documentation, program standards, and resources that support effective training and consistent program delivery.
• Daily Operations Leadership
• Provide operational leadership during daily zoo operations to ensure arrival areas, entry points, guest spaces, attractions, amenities, and service teams are prepared to safely and effectively deliver for guests.
• Serve in the Guest Experience Duty Manager rotation, providing centralized operational leadership and coordinating responses to daily operational needs, incidents, emergencies, guest concerns, service disruptions, weather events, system issues, and capacity challenges.
• Monitor operational performance, transaction accuracy, and guest feedback to identify opportunities to improve efficiency, access, and overall guest satisfaction.
• Oversee planning and readiness for admissions, parking, reservations, call center operations, and concierge services, ensuring systems and staff are prepared to meet daily demand.
• Partner with internal departments to support ticketing systems, reservations, membership programs, and guest communications related to entry and booking experiences.
• Maintain operational documentation, program standards, and resources that support accurate transactions, guest access, and consistent service delivery.
• Collaboration and Communication
• Serve as a primary liaison and operational partner between Guest Experiences and departments including IT, Finance, Marketing, Entertainment, Security, Animal Care, Security, Facilities, Grounds/EVS and Membership teams to support guest experience, access, safety, service standards, and daily readiness.
• Coordinate cross-department efforts to ensure accurate ticketing, reservation systems, and guest communications related to entry and experiences.
• Communicate operational updates to staff, leadership, and relevant partners.
• Support organization-wide initiatives, promotions, and programs that impact guest attendance, entry operations, or booking systems.
• Support organization-wide initiatives, seasonal programs, and major events requiring cross-functional operational coordination.
• Document operational trends, transaction issues, guest feedback, and system performance to support continuous improvement of admissions and concierge programs.

Requirements

• 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.
• Strong leadership and operational management skills with the ability to oversee complex guest operations and lead teams responsible for delivering high-quality visitor experiences in a dynamic, high-volume environment.
• Demonstrated ability to develop, implement, and maintain operational programs, service standards, and procedures that support safe, efficient, and engaging guest experiences.
• Excellent situational awareness and decision-making skills with the ability to assess operational conditions and lead teams effectively during incidents, emergencies, and high-pressure operational situations.
• Proven ability to coach, mentor, and develop supervisory staff while fostering a culture of accountability, professionalism, safety, and exceptional guest service.
• Strong organizational and strategic planning skills with the ability to manage multiple operational priorities, programs, and initiatives simultaneously.
• Excellent written and verbal communication skills with the ability to clearly communicate expectations, operational updates, and guest experience priorities to staff, leadership, and organizational partners.
• Strong guest service orientation with the ability to manage guest concerns, guide service recovery efforts, and promote inclusive and welcoming experiences for diverse audiences.
• Ability to analyze operational trends, guest feedback, and performance data to identify opportunities for continuous improvement in service delivery and operational efficiency.
• Proficiency in Microsoft Office Suite and familiarity with operational systems such as point-of-sale, ticketing, CRM, scheduling, or incident reporting platforms.
• Demonstrated professionalism and discretion when handling confidential or sensitive information.
• Ability to work outdoors in varying weather conditions and support operational needs during inclement weather or emergency situations.

Skills

Required

• Ability to lift up to 50 lbs.

Benefits

• Join our team and enjoy a wide variety of great benefits, including:
• Comprehensive medical, vision, and dental coverage
• 403(b) Retirement Account with employer match
• Generous paid time off: vacation, sick leave, personal days, and holidays
• A Family DZCA Membership with discounted tickets to special events
• Concession and retail discounts, plus free parking
• And so much more!
• Range for this position is $68,070 to $85,088 (annually).