Operations Manager

Description

SUMMARY

The Manager of Operations is responsible for ensuring that the Zoo is “ready for business” daily in order to provide a high quality, consistent guest experience. This position has oversight over the planning and management of the Zoo’s operations to include grounds and upkeep, rides and attractions, janitorial services, and parking lots, as well as overseeing safety and security. This position works closely with the Events team and cross-functional Zoo department teams to ensure client satisfaction and event success. The Manager of Operations leads a robust safety program and promotes the incorporation of an institutional culture of safety into all policies, procedures, meetings, planning efforts, and budgeting considerations in order to enhance safety and reduce the potential for accidents and incidents at the Birmingham Zoo, Inc. (BZI).

ESSENTIAL FUNCTIONS

• Sets, models, and maintains customer service standards and ensures that campus grounds and facilities meet BZI standards.
• Responsible for recruiting, coaching, evaluation, and development of assigned staff.
• Creates, reviews, and implements policies and procedures specific to operations department and zoo-wide safety and security.
• Troubleshoots guest issues or complaints. 
• Serve as Manager on Duty (MOD) as assigned on regularly scheduled workdays.
• Develops and monitors department budgets, ensuring spending is within budget limits or has appropriate approval.
• Leads and oversees the zoo’s safety program and with the Safety Operations Officer, ensures that the zoo is meeting or exceeding OSHA and state regulation and AZA Accreditation requirements. Ensure staff training, procedures, and inspections are up to date and in compliance.

• Update Emergency Procedures Manual as needed and with the Safety Operations Officer, train staff in procedures and plan, conduct, document and evaluate regular drills to ensure staff readiness and continuous improvement.
• Perform incident investigations to help identify causes and generate recommendations to reduce accidents; and perform follow-up inspections to verify effectiveness.
• With Deputy Director and General Curator, coordinate and participate in ride-out teams that may be necessary in the event of actual or predicted weather events that could cause damage or compromise the safety of animals and require overnight presence to monitor animal safety, Zoo grounds, and equipment. 
• Oversee BZI in-house and/or contract security personnel, including setting expectations, scheduling, management, and communication with security officers, and daily review and follow-up of security reports or electronic logs
• Proactively address non-compliant or substandard situations by collaboratively working with department managers and staff to develop timely, feasible, cost-effective solutions.

• In coordination of the Events Manager and SSA, participates in planning public and private events. Ensures that operational support, including setup, breakdown is scheduled and provided for Zoo events.
• With Operations Lead, sets standards and expectations for Park Quality staff in terms of Zoo grounds maintenance and cleanliness, and evaluates and monitors Park Quality staff assigned activities.
• With Operations Lead, sets standards and expectations for Ride Operators in terms of Zoo Attraction operation and cleanliness. Evaluates and monitors ride operators and assigned activities.
• Maintains documentation on regularly scheduled staff training and ride/attraction safety and that regularly scheduled maintenance on rides is being completed and documented.
• Responsible for supporting and maintaining the audiovisual equipment Zoo wide, including daily operation, special events and shows.
• Responsible for oversight of waste management including monitoring park waste levels for appropriate scheduled pickups. Sets and maintains expectations with the vendor.
• Responsible for organization and maintenance of inventory management and deliveries for cleaning and safety supplies to guest areas and animal departments.
• Oversee the RFID card process, including distribution, activation, deactivation, and system maintenance.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Operations Supervisor
• Rides Operators
• Park Quality Specialists
• Safety Operations Officer
• First Aid Coordinator
• Contract Security Guards

SAFETY ANALYSIS

The Manager of Operations position is impacted by hazardous exposures common to an office environment as well as public safety in an outdoor environment and ride operations.  Some of the following exposures will occur daily:

• Hazards associated attractions operation
• The proper use and understanding of cleaning agents
• Thorough understanding of guest safety protocols, particularly with young children.

Specific training and procedures will be provided, designed to maintain safety of people as the highest priority of the zoo followed by the safety of the animal collection. 

The Manager of Operations is responsible for keeping safety policies and procedures for their areas updated.  In addition, the Manager of Operations will conduct monthly safety training sessions addressing specific situations that could occur in their department.

The use and understanding of a variety of personal safety equipment is mandatory.  The Manager of Operations bears overall responsibility for making sure that all employees under their direction are trained on the proper use of safety equipment.

The Manager of Operations, as with any staff member of the Zoo, is required to be familiar with the Zoo’s overall safety policies as outlined in the staff handbook as well as being responsible for reporting any injury immediately to management or Human Resources. 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by staff to successfully perform the essential functions of this job.  While performing the duties of this job, the staff member should expect:

• Use of hands, fingers, tools or controls. 
• Frequently required to stand; walk; sit; reach with hands and arms; stoop, kneel, bend, crawl, crouch and talk or hear. 
• Routinely lift and/or move up to 50 pounds. 
• Requires frequent walking for long distances
• Exposure to wet surfaces.
• Frequent exposure to the elements can be expected.

Qualifications

QUALIFICATION REQUIREMENTS

The Birmingham Zoo recognizes that skills and knowledge come from both formal and informal experiences including education, paid work, volunteer service, and life experience. Those who meet the majority of the requirements for a position are encouraged to apply.

Education and work experience

• High School Degree, some College preferred.
• Experience in a zoological institution or a recreational theme park preferred. AZA accredited experience preferred.
• Proven ability to plan, organize and direct work programs and manage staff; direct management/supervisory experience preferred.

Skills and knowledge

• Ability to plan and organize work in an efficient and cost-effective manner.
• Ability to adhere to standard operating policies and procedures.
• Must be computer literate, and have knowledge of common software applications
• Must have ability to act with integrity, professionalism, and confidentiality as well as exercise extreme discretion.
• Must have excellent written and verbal communication skills; high energy and enthusiasm for completion of tasks; team building skills; and the ability to handle multiple tasks and meet deadlines.
• Ability to multi-task and coordinate with others to provide deliverables on an agreed upon deadline.
• Ability to think critically and demonstrated time-management skills.
• Ability to convey information clearly and concisely.
• Must have good presentation and public speaking skills.
• Strong organizational skills with strong attention to detail.

Desirable qualities

• Strong interest in advancing the conservation missions of zoos and aquariums.
• High self-motivation and a detail-oriented work ethic.
• Professional, positive, and enthusiastic demeanor.

Other Requirements

• Must be First Aid/CPR certified or willing to be trained and certified.
• Must be willing to occasionally travel locally.
• Must have a current valid driver’s license with no prior traffic violations within the last five years.
• Must have current negative TB test and provide documentation thereof or be willing to have a TB test.

POSITION TYPE AND HOURS OF WORK

• Full-time
• Typically Tuesday through Saturday.
• Schedule may vary between weekdays and weekends.
• Weekend work may be required, as well as occasional evening work and holidays.
• Will be included in Manager on Duty (MOD) rotation following appropriate training.

WORK ENVIRONMENT

Birmingham Zoo is dedicated to creating a global community where all people value wildlife and wild places. As a workplace, the Zoo is guided by its core values: Passion, Excellence, Teamwork, Sustainability, and Diversity & Inclusion. Black, Indigenous, and People of Color (BIPOC) and others who identify as nonwhite, people with disabilities, members of the LGBTQIA community, neurodiverse individuals, and those with diverse lived experiences are encouraged to apply for this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and functions of this position. 

Birmingham Zoo 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. 

APPLICATION PROCESS 

Applications will be accepted until the position is filled.

If selected, a background check and drug test will be conducted prior to beginning employment.