We are seeking a dynamic, innovative Vice President of Guest Experience with extensive expertise in multi-unit revenue operations, financial management, and guest experience leadership. The ideal candidate will bring 10 or more years of senior leadership experience driving revenue growth, operational excellence, and guest satisfaction within a high-volume zoo, museum, theme park, sports and entertainment venue, hospitality organization, attraction, or similarly guest-focused industry. The candidate will have a proven record of leading high-performing, cross-functional teams responsible for admissions, attractions, parking, retail, food and beverage, group sales, large-scale public events, park operations and security. This executive leader will demonstrate the ability to develop and execute strategic revenue initiatives, optimize operational performance, deliver memorable guest experiences to over one million guests annually and build a culture of exceptional service across the organization while advancing the Zoo's mission and long-term strategic goals.
Key Responsibilities- Provide executive leadership for guest-facing and revenue-producing operations across multiple departments.
- Lead strategic and long-range business planning initiatives that align with the Zoo's mission, strategic priorities, and financial objectives.
- Drive earned revenue growth through innovative operational strategies, guest engagement initiatives, and continuous improvement efforts.
- Oversee annual operating plans, budgets, revenue forecasts, and financial performance metrics across assigned divisions.
- Champion an exceptional, mission-aligned guest experience by advancing service standards, accessibility, inclusivity, and operational excellence.
- Provide executive oversight of Security operations and support emergency preparedness planning and incident response efforts.
- Lead, mentor, and develop senior leaders while fostering a culture of collaboration, accountability, innovation, and continuous improvement.
- Partner with executive leadership and cross-functional teams to advance institutional goals and ensure operational alignment across the organization.
- Utilize data and performance metrics to inform strategic decision-making and enhance operational effectiveness.
- Represent the Indianapolis Zoo at industry conferences, professional organizations, and community engagements while remaining informed of emerging trends and best practices.
- Serve as an on-call executive leader for major operational events and security-related matters as needed.
What We're Looking For- Bachelor's degree from an accredited institution in Hospitality and Tourism, Business Management, or a related field required; postgraduate degree highly desired.
- Minimum of ten (10) years of professional experience in guest services, hospitality, operations, or a related field, including at least five (5) years of personnel management experience.
- Demonstrated success leading strategic planning initiatives and managing complex organizational operations.
- Proven experience developing and managing departmental budgets, financial forecasts, and operational plans.
- Exceptional leadership, communication, collaboration, and organizational management skills.
- Demonstrated ability to lead through influence, manage multiple priorities, and make sound decisions in a dynamic environment.
- Experience driving revenue growth, operational efficiencies, and exceptional customer service outcomes.
- Strong analytical and problem-solving abilities with a strategic and innovative mindset.
- Proficiency with Microsoft Office and standard business technologies.
- Ability to work flexible hours, including evenings, weekends, and peak seasonal periods as organizational needs require.
- Must possess an Indiana Driver's License (or the ability to obtain one within sixty (60) days of hire) and maintain a driving record insurable through the Indianapolis Zoo's insurance carrier.
