Hello, we’re Metro! Metro is dedicated to shaping a better future for the greater Portland region. The work the people of Metro do every day benefits the lives of the people who live here, today, and tomorrow.
Join us at the Oregon Zoo as we seek a dynamic and strategic leader to serve as our Guest Services Director. At the heart of science, conservation, education, and animal well-being, the Oregon Zoo has been a community-supported institution since 1888. As the Guest Services Director, you will play a pivotal role in shaping and enhancing the overall guest experience, overseeing a dedicated team responsible for admissions, customer service and attractions.
 
In this influential position within the Business Operations department at the Oregon Zoo you will have the opportunity to lead a team of dedicated managers and staff in delivering the highest quality guest experience to over 1.3 million visitors. The Guest Services Director will drive guest service standards, revenue goals, oversee a large operating budget and participate in high-level planning for zoo wide events and programs. We are looking for a collaborative leader and a motivated developer of people with a proven track record in managing large teams, developing customer service standards, overseeing large and complex budgets and is adept at fostering inclusivity and equity. If you are ready to be a part of a vibrant community of wildlife enthusiasts, join us on this exciting journey at the intersection of conservation and guest services. Your leadership will not only impact the success of our zoo but also contribute to the broader mission of animal conservation and education. Lead a team of two managers, five leads, three full time staff, and up to 45 seasonal team members with care and inclusivity.
As the Guest Services Director you will:

• Oversees the guest experience by planning, directing, managing, and overseeing the activities and operations of the Guest Services team, ensuring racial equity, diversity, inclusion, and cultural awareness are integrated into all aspects of service delivery.
• Leads strategic, executive-level planning for admission operations within the department, develops department budgets, and implements guest-centric practices to ensure high-quality standards and inclusive experiences for all visitors.
• Cultivates and develops relationships across all departments to ensure that the team supports the larger mission and vision by creating an outstanding guest experience that embraces racial equity, diversity, inclusion, and cultural awareness.
• Develops and implements revenue goals for admissions and attractions, oversees the point-of-sale system, collaborates with marketing for onsite signage, website information, and program promotions, and contributes to strategic revenue-generating event planning.
• Oversees employee hiring, orientation, training, development, and performance management, utilizing equitable hiring practices to promote a diverse and inclusive workforce.
• Sets and monitors guest service goals and provides metrics that track progress toward goals, including overseeing the survey program and customer relationship software for zoo operations.
• Collaborates with the Oregon Zoo Foundation on executing the membership program and related services.
• Partners with local partner organizations (Portland Parks and Explore Washington Park) to deliver efficient transportation and parking for zoo guests.
• Partners with other zoo division leaders to ensure that guest services goals complement animal conservation and interpretation missions.
• Develops, directs, and maintains programs that attract diverse groups by utilizing principles of racial equity, diversity, inclusion, and cultural awareness when providing equitable access to zoo resources and experiences.
• Promotes and integrates diversity, equity, and inclusion throughout all interactions and uses a racial equity lens to develop and implement new initiatives.

Attributes for Success:

• Proven leadership in building and maintaining an inclusive workplace where staff of all backgrounds can come to work and thrive in a safe and welcoming workplace.
• Strong track record in implementing guest-centric systems and procedures for excellent customer service.
• Skilled in problem-solving and making sound decisions in fast-paced environments. 
• Proficiency in state-of-the-art ticketing systems, Point of Sales (POS) and related information systems. 
• Effective communicator with both internal and external stakeholders, with a knack for cultivating strong relationships among key individuals and groups across all organizational levels, including employees, managers, union leaders, and volunteer coordinators.
• Experienced in executive-level planning, leadership, and goal setting. 
• Expertise in fiscal management including reporting, budget preparation, and expenditure control. 
• Demonstrated ability to establish and attain goals in both revenue generation and guest service excellence.
• Demonstrated ability to plan, organize and oversee assigned work programs, monitor work schedules and evaluate the work of others.

Diversity and Inclusion

At Metro, we strive to cultivate diversity, advance equity, and practice inclusion in all of its work. This means attracting and empowering a workforce that is inclusive of a broad range of human qualities. Workplace diversity is both a moral imperative and a business strength, essential to providing quality support and services to our region. Metro’s goal is to hire, develop and retain highly skilled and talented individuals across all departments and programs who best reflect the diversity of our community.
 
Learn more about Metro’s Diversity Action PlanTO QUALIFY
We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific in your application materials on how your background is relevant.
 
Minimum qualifications:

• 3 years leading or supervising or manager and staff oversight experience and.
• Bachelor’s degree in the assigned program areas or related field and;
• Two years of project management experience in area of responsibilities or;
• Any combination of education and experience that provides the applicant with the knowledge, skills and abilities required to perform the job

Work environment and schedule: Given the role's onsite leadership responsibilities, the ideal candidate should be adaptable to a flexible schedule, encompassing weekends, holidays, and occasional early mornings or evenings, as dictated by business operations. Extended hours and workweeks exceeding 40 hours may be necessary due to operational needs.
If this statement is true for you, then you may be ineligible to apply:
If I was terminated for cause during any of my employment with Metro, or resigned in lieu of termination, I understand I may be ineligible for rehire for a minimum of 3 years.
 
Like to have qualifications:
You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Your transferable skills are any skills you have gained through education, work experience, including the military, or life experience that are relevant for this position.

• Proven history of generating increased revenue opportunities in areas such as concessions, catering, admissions, special events, and retail operations.
• Demonstrated experience in providing detailed financial analysis to support revenue goals.
• Five or more years of direct experience overseeing revenue or expense budgets of $10 million or greater. 
• Management experience in a union environment

SCREENING AND EVALUATION
The application packet: The application packet consists of the following documents. Please ensure that you upload these documents in your online application. Make sure your application is complete, missing any part of these items could result in an incomplete application and will not be moved forward in the recruitment.

• Attachment of a resumecovering relevant experience and education. Please be sure your resume includes the following for each position:
  • Name of employer 
  • Location
  • Dates of employment 
  • Your title
  • Summary of your responsibilities
  • The number of employees under your supervision

• Attachment of a cover letter that describes your experience that best relates to this role, why you are interested in coming to the zoo and one success in driving operational excellence.

The selection process: 
We expect to evaluate candidates for this recruitment as follows. The selection process is subject to change.

• Initial review of minimum qualifications
• In-depth evaluation of application materials to identify the most qualified candidates
• Consideration of top candidates/interviews
• Testing/assessments (if applicable) 
• Reference check

COMPENSATION AND REPRESENTATION

The full-salary range for this position is step 1: $112,000 to step 6: $142,944 annually.However, unless a candidate’s qualifications justify, based on the Oregon Pay Equity Act requirements and Metro’s internal equity review process, the appointment will likely be made between step 1: $112,000 to the equity range step 3: $123,480 annually.
 
This position is or is not eligible for overtime and is not represented by a union. It is classified as a Manager I.
 
Classification descriptions are typically written broadly and do not include the specific duties and responsibilities of the positions. View the classification description.
Questions?
Recruiter: Megan Warneke
Email: megan.warneke@oregonmetro.govEqual employment opportunity
All qualified persons will be considered for employment without regard to race, color, religion, sex, national origin, age, marital status, familial status, gender identity and expression, sexual orientation, disability for which a reasonable accommodation can be made, or any other status protected by law.
 
Accommodation
Metro will gladly provide a reasonable accommodation to anyone whose specific disability prevents them from completing this application or participating in this recruitment process. Please contact the recruiter outlined in the job announcement in advance to request assistance.
 
Veterans' preference
Under Oregon Law, qualified veterans may be eligible for veterans' preference when applying for Metro positions. If you are a veteran and would like to be considered for a veterans' preference for this job, please provide qualifying documents as instructed during the application process.
 
Pay equity at Metro
No matter who you are or where you work at Metro, you deserve to be paid fairly for the work you do.Every worker must get equal pay for equal work regardless of your gender, race, age, or other protected characteristics. Metro has established processes and conducts routine pay equity reviews as part of the hiring process to ensure compliance with the 2017 Oregon Pay Equity Act.

Online applications
Metro accepts job applications online. If you need assistance or accommodation with your application, or access to a computer, please contact the recruiter outlined in the job announcement in advance to request assistance.
 
How to Apply
For tips on how to apply and more information on what the application process looks like, visit Metro’s “How to apply” page.
 
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Metro 
Led by an elected council, this unique government gives all residents of greater Portland a voice in shaping the future and provides parks, venues, services, and tools at a regional scale. We find solutions for our area’s garbage and recycling that protect clean air and water; help plan land use and development to provide jobs and safe transportation; manage local venues that provide a connection to arts and culture and help keep the economy growing; protect 17,000 acres of parks and natural areas, and run the Oregon Zoo, to keep nature close to home.
As part of the Metro family, Oregon Zoo helps make greater Portland a great place to call home. Metro brings people together to shape the future of our area and provides parks, venues, services, and tools at a regional scale.
 
The Oregon Zoo and MetroThe Oregon Zoo inspires visitors to learn about protecting endangered species and restoring native habitats and is the state's most popular paid attraction. The zoo’s roughly 320 employees welcome more than 1.5 million visitors each year.