Job Details

Posted Thursday, August 21, 2025 at 10:00 AM | Expires Thursday, September 4, 2025 at 9:59 AM

San Diego Zoo Wildlife Alliance is a nonprofit international conservation leader, committed to inspiring a passion for nature and creating a world where all life thrives. Empowering people from around the globe to support our mission to conserve wildlife through innovation and partnerships, we support cutting-edge conservation, and bring the stories of our work back to our two world-famous front doors — the San Diego Zoo and San Diego Zoo Safari Park — giving millions of guests, in person and virtually, the opportunity to experience conservation in action. The deep and extensive knowledge gained from more than a century of experience in wildlife care, health, veterinary services, nutrition and conservation makes us invaluable in the global effort to save species. Our team members play a crucial role in driving our conservation efforts forward and bringing us closer to a world where all life thrives.

HOW YOU WILL IMPACT OUR MISSION

The Guest Services Manager is responsible for Guest Service operations and programs by ensuring the highest levels of guest service and team engagement. The Guest Services Manager reports to the Associate Director of Guest Services.

WHAT YOU WILL DO

• Provides oversight and leadership to the guest services team and ensures staff engagement. Is involved with employee development and performance management of the team.
• Manages appropriate staffing needs to support operations, including the hiring and training process.
• Develop, plans, implements, and improves guest service programs, policies, and procedures.
• Act as Duty Manager when assigned. Ensures guest services operations are running smoothly and addresses guest issues as needed.
• Exercises fiscal responsibility of the departmental budget. Monitors monthly financial reports to assure revenue targets are met and expenses are controlled. Makes adjustments where necessary to insure a positive year-end outcome.

WHAT WE ARE LOOKING FOR

This position will oversee Guest Ambassador operations at the San Diego Zoo, providing strategic planning, guidance, and evaluation of the team's daily activities in collaboration with the Associate Director for Guest Services. We are seeking a candidate with demonstrated experience in developing, implementing, facilitating and assessing training programs, with a strong emphasis on interpretation, public speaking, and guest service. The strongest candidates will demonstrate a communication style grounded in meaning and purpose, along with a strategic and proactive approach to fostering team culture. Regular schedule will include at least one weekend day per week.

JOB EXPERIENCE

• At least two years minimum of progressively responsible supervisory experience required.
• At least two years of customer service management experience required.
• Experience effectively leading teams and developing staff required.

EDUCATION AND CERTIFICATIONS

• Bachelor's Degree in Business Administration, Travel & Tourism, Communications, or Recreation Management preferred.

SKILLS AND KNOWLEDGE

• Ability to manage internal and external customer interactions with a high level of tact and diplomacy required.
• Highly skilled at planning administrative procedures required.
• Ability to effectively communicate both verbally and in writing required.
• Ability to operate moderately complex computer software programs required.
• Demonstrated ability to develop and administer budgets required.

SOME OF THE PERKS YOU WILL ENJOY AS A TEAM MEMBER

• Free admission to the San Diego Zoo and the San Diego Zoo Safari Park
• Family Passes
• Complimentary Tickets
• Local and In-House Discounts
• Employee Assistance Program
• Wellness Program

IMPORTANT DETAILS

• Position Type: Full- Time Exempt Position
• Salary Rate: $89,003.20

About The Salary Ranges

Please note that the salary range mentioned in this job posting should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate's experience and skills. San Diego Zoo Wildlife Alliance is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

Fraudulent Recruiting

Beware of fraudulent recruiting. Legitimate San Diego Zoo Wildlife Alliance contacts will use an @sdzwa.org email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. San Diego Zoo Wildlife Alliance only conducts interviews via phone, Zoom, Teams or in-person.

If you have been asked for any of the above, or believe you have been contacted by someone posing as a San Diego Zoo Wildlife Alliance employee, please e-mail ...@sdzwa.org . If you feel that you have been the victim of fraud, please contact your financial institution(s) immediately.

Be an ally for wildlife by joining our team!

At San Diego Zoo Wildlife Alliance, we thrive on celebrating our differences. Diversity is vital for the benefit of our team members, our guests, our community, and our wildlife.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you require a reasonable accommodation to complete an application, please email your request to ...@sdzwa.org and provide the job title and location to which you are applying.

As a Federal Contractor, San Diego Zoo Wildlife Alliance is required to participate in the E-Verify Program to confirm eligibility to work in the United States. We are not offering sponsorship for this position at this time.

San Diego Zoo Wildlife Alliance is a drug free workplace.