Denver Zoo Conservation Alliance (DZCA) is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations.
DZCA honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, United, Curious, Courageous and Transformative in all that we do.
The Director of Operations and Service Standards leads the strategic direction, development, and execution of all guest-facing operations and service standards that ensure every visit is smooth, welcoming, safe, and memorable. This role is responsible for shaping how operational excellence supports both guest experience and earned revenue across the zoo campus. The Director oversees core operational systems, including service standards, parking operations, guest flow and queue management, attractions and experiences, and seasonal and weather-responsive operating plans. Through strong leadership and cross-functional collaboration, this position ensures DZCA delivers consistent, high-quality experiences for every guest, every day. The Director leads large, multi-layered teams and partners across the organization to align daily operations with long-term strategy, ensuring the zoo remains responsive, efficient, and inspiring year-round.
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!
Essential Duties and Responsibilities
Vision and Strategy
- 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.
Staff Leadership and Development
- 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.
Operational Systems and Program Leadership
- Guest Operations and Service Standards
- 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.
- Attractions and Experiences
- 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.
- Guest Flow, Parking, and Access
- 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.
- Digital Guest Experience
- 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.
- Seasonal Weather Operations
- 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.
Daily Operations Leadership and Collaboration
- 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.
Other Duties & Responsibilities
- Directly supervises the Guest Operations Manager and additional leadership roles. Provides 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.
Technical/Professional Requirements & Qualifications
- 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.
- Requires a 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.
- 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.
Knowledge, Skills, and Abilities:
- 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, are required. Experience with point-of-sale systems, CRM platforms, scheduling and incident reporting tools.
- Requires exemplary collaboration, organizational skills, written and oral communication skills, attention to detail, and the ability to prioritize work and tasks.
- Requires 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.
- Must have 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.
- 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.
Position Conditions
- Ability to pass a physical examination, background check, and pre-employment drug and alcohol screen.
- Schedule Availability: Expectation to work a 5-day work week with regular availability to work weekends, evenings, and holidays, time off planned with notice.
- Licenses/Certifications: 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. 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. 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.
Compensation
The range for this position is $7,969.50 to $9,961.83.
A Truly Wild Workplace with Competitive 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!
Application Process and Timelines
Application deadline: May 5, 2026. Review of applications will begin immediately. DZCA reserves the right to close the position before this date.
Denver Zoo Conservation Alliance is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected status or any other characteristic protected by law.
www.denverzoo.org
