Job Title: Senior Director of Revenue Operations

Reports To: Chief Integration Operations Officer

Department: Zoological Operations

Exempt/Non-Exempt: Exempt

Who We Are:

Philadelphia Zoo works to fulfill our mission as an animal care organization, as a resource to schools and families, and as an ark and advocate for endangered animals around the world.

What makes the Zoo a unique place to work? Whether you are involved with caring for animals, educating our visitors or working in a behind-the-scenes position in administration, maintenance or garden services, all of our positions share our institutional mission, purpose, and core values.

Who We Are Looking For:

Senior Director of Revenue Operations is responsible for developing and implementing strategies that boost revenue and provide excellent guest experience to achieve the Zoo’s mission. This role oversees the following earned revenue centers and their teams and/or vendors: guest and themed experiences; admission including group sales, members and general audience; parking and attractions; food/beverage and retail; events including catered events and public events. This position has been designed to collaborate with the Marketing function to inform the development of revenue experiences and drive visitation.

What You Will Do:

• Provides leadership and drives initiatives that result in increased and sustained revenue through mission-aligned offerings that promote brand loyalty and excellence in guest experience.
• Oversees vendors and their contracts for food/beverage, retail and attractions
• In collaboration with the Marketing team, uses audience segmentation data, business intelligence, data analytics, guest feedback and other tools to remain relevant and competitive
• Develops and refines strategies, programs and product offerings that sustain and increase revenue
• Presents a positive guest experience and brand image that appeals to current and future audiences in-person and virtually including effective planning and decision making by leveraging historical data and advanced forecasting to predict product demand
• Generate theme experiences that create transformative memories for audiences.
• Creates a culture of upselling and entrepreneurial spirit among the team.
• Optimizes revenue and visitor satisfaction by strategically allocating resources
• Make financial decisions by understanding cost-revenue relationships at each operational level for better revenue management.
• Collaborates with the Chief Financial Officer on the Zoos financial forecasts and budget planning.
• Collaborates with the Director of Marketing on revenue driving initiatives that create a sense of urgency to visit and represents the Zoo’s brand and mission.
• Continuously reviews, refines and pursues partnership, programs and contractual agreements that benefit the Zoo considering revenue, brand alignment and a positive guest experience in all approaches
• Works with colleagues to strategically plan for necessary facility, equipment and system investments to position the Zoo for sustained revenue generation, including incorporating modern technology, experiences and relevant offerings, this includes e-commerce
• Actively furthers Zoo-wide culture initiatives supporting employee satisfaction, retention and engagement.
• Promotes trust, relationship building and interdepartmental cooperation.
• Ensures compliance with federal, state and local regulations and organizational policies.

What This Role Requires:

• Bachelor’s degree (B.A. or B.S.) from four-year college or university preferably in business management, marketing or other related field
• Three to five years related experience and/or training; or equivalent combination of education and experience.
• Minimum of three years supervisory experience

Knowledge, Skills and Abilities:

• Demonstrated knowledge and experience of guest facing operations such as attractions, food and beverage services, retail, sales, private events, catering and entertainment
• Track record of generating and growing earned revenue with a focus on guest experience through a well-informed understanding of market dynamics in the mid-Atlantic region and mission/purpose
• Creative, collaborative, respectful and excellent communicator with high emotional and cultural intelligence
• Excellent organizational, administrative and project management skills
• Unquestioned integrity and honesty
• Exhibiting a leadership style emphasizing positive guest and employment engagement demonstrating empathy, actively listening, valuing employees and creating psychologically safe environment where all staff feel valued and respected
• Excellent organizational, administrative and project management skills
• Effective written and oral communication skills, problem-solving, decision-making, conflict resolution skills
• Build and sustain trust, foster adaptability and continuous learning for you and your teams and invest in the growth and development of your team

Physical and Medical Requirements:

• No allergies to plants or animals which may interfere with the ability to work.
• Successful completion of a drug test and a tuberculosis test prior to assuming position.
• Ability to lift 15 pounds
• May require combination of sitting throughout the day and/or walking throughout the Zoo
• Successful completion of a post-offer criminal, child abuse clearance and credit record check prior to assuming position.

Traits We Are Looking For:

• High EQ
• Effective listener
• Respectful, fair and tactful
• Curious and continuous learned
• Collective under pressure

What We Can Offer You:

• Competitive Pay: We value your work and offer a strong salary to match.
• Medical, Dental, and Vision Insurance: Full coverage to support your health and wellbeing.
• Annual Leave & PTO: Recharge and care for yourself with generous paid time off.
• 401K Plan: Helping you plan ahead for your future.
• Family Membership Pass & Complimentary Tickets: Enjoy the unique perks of working at America’s first zoo!

This job description is intended to describe the major responsibilities and requirements of this job and should not be interpreted as all inclusive. The employee/applicant may be requested to perform job-related responsibilities and tasks other than those stated in this description. The essential functions of this job description are considered necessary and should the employee or applicant be unable to perform the essential functions due to a disability as defined by the Americans with Disability Act (ADA), a reasonable accommodations for the specific disability will be made for the employee/applicant when possible.