Senior Director of Guest Experience

General Description
The Senior Director of Guest Experience provides strategic leadership and operational direction for the organization's guest experience functions. This role develops and executes strategies that enhance the visitor journey while directing the day-to-day business operations required to deliver exceptional, inclusive and mission-driven experiences across Detroit Zoological Society properties.

Reporting to the Chief Experience Officer, the Senior Director leads Guest Relations, Membership, Guest Experience Attractions and Utility, Events and other assigned functions. The position is accountable for on-ground guest experience, wayfinding strategy and visitor placement, accessibility, operational readiness, guest insights, team performance, budgets and measurable business results. The Senior Director works in close partnership with Marketing & Communications and other divisions to ensure the experience delivered reflects the organization's brand promise, mission and strategic priorities.

Principal Duties and Responsibilities

• Provide functional strategic leadership and operational direction for Guest Relations, Membership, Guest Experience Attractions and Utility, Events and other assigned guest-facing functions.
• Lead the overall guest journey across DZS properties, including admissions, parking, guest relations, membership services, group sales, rides and attractions, limited-engagement experiences, events, amenities and accessibility.
• Develop and advance the overall guest experience strategy to support organizational priorities, mission delivery, service excellence and operational performance.
• Direct the strategy and business performance of admissions, membership, group sales and events, ensuring operational readiness, strong guest experiences and responsible revenue growth. Lead the organization's on-ground guest insight strategy, integrating guest feedback, service data, market intelligence and industry best practices to identify opportunities, guide action plans and measure improvement.
• Collaborate with Marketing & Communications to integrate on-ground insights with CRM, digital, web, market research and other audience data to strengthen organizational decision-making.
• Provide leadership for wayfinding and on-site visitor communications, partnering with Marketing & Communications on brand and visual standards and with Facilities and other departments to ensure organizational alignment and effective execution.
• Establish and advance service, accessibility and inclusion standards that support consistent, welcoming and responsive experiences for all guests.
• Co-lead experience innovation with Marketing & Communications by identifying and evaluating new experiences, services, attractions and operational approaches that advance the mission and support earned revenue.
• Champion the guest perspective across the organization, building strong cross-functional relationships and ensuring experience considerations are incorporated into planning and decision-making.
• Establish and monitor key performance indicators, service standards, financial targets and operational measures to strengthen accountability and guide departmental performance.
• Develop and manage departmental operating and capital budgets, staffing plans, vendor relationships and resources to ensure responsible stewardship and effective execution.
• Recruit, mentor and develop a high-performing team, strengthening strategic leadership, operational excellence, collaboration and succession capacity across assigned departments.
• Ensure departmental readiness for seasonal demand, special events, service disruptions and evolving guest and organizational needs.
• Provide strategic recommendations and performance updates to the Chief Experience Officer and other organizational leaders.
• Perform other related duties as assigned.

Qualifications
Education and Experience

• Bachelor's degree in hospitality, tourism management, business, nonprofit management, marketing, communications or a related field required.
• Minimum eight (8) years of progressive leadership experience in hospitality, visitor attractions, cultural institutions, guest experience or a related field.
• Minimum three (3) years of senior department leadership experience with responsibility for people, budgets and business operations.
• Demonstrated success leading operational execution within a complex, high-volume environment.
• Proven experience developing strategy, leading cross-functional initiatives and delivering measurable organizational results.
• Demonstrated success managing projects, organizational change and continuous improvement initiatives.

Knowledge, Skills, and Abilities

• Strong knowledge of hospitality, guest experience, visitor journey design, accessibility, service recovery and operational readiness.
• Ability to balance strategic leadership with direct oversight of day-to-day business operations.
• Strong financial, analytical and project management skills with the ability to prioritize resources and achieve organizational objectives.
• Ability to interpret guest feedback, operational data and on-ground insights to identify opportunities and implement improvements.
• Exceptional leadership, communication and relationship-building skills with the ability to influence, coach and develop high-performing teams.
• Ability to collaborate effectively across departments while managing multiple priorities, projects and external partners.
• Excellent judgment, problem-solving, decision-making and organizational skills with strong attention to detail.
• Proficiency with Microsoft Office Suite and relevant guest experience, ticketing, survey and operational technologies.

Working Conditions
The regular work schedule requires flexibility, which could include weekend and evening responsibilities. The work environment is generally comfortable, and much work is inside in an office environment, but may require work outdoors with exposure to seasonal weather conditions for special events, tours, and openings. The position may require occasional travel to other locations and will be exposed to computer monitors, as well as the output from heating and cooling systems and fluorescent lighting.

Physical Requirements
This position may require the individual to sit for long periods and perform physical effort on a daily basis such as walking, bending, stooping and standing for an extended period. This role must also be able to use the telephone and computer and must be able to lift and move 20 pounds. The individual must have the ability to perform the essential functions of the job satisfactorily. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Just as we value and celebrate biodiversity, the DZS celebrates the diversity of our human community. We are committed to ensuring that our programs and facilities are fully accessible to create a welcoming and inclusive workplace for all.