Director of Guest Experience

The Director of Guest Experience provides strategic and operational leadership for all guest-facing functions at the Buffalo Zoo, ensuring an efficient, safe, and high-quality experience from arrival through departure. This role leads a high-volume operation and is responsible for service excellence, revenue performance, operational efficiency, and team culture across the Guest Experience Department. The Director oversees Admissions, Amenities, Attractions and Rides, Switchboard, Guest Relations, Birthday Parties, Parking, and Clean Team janitorial and support services, and manages key contracted vendor relationships.

This position reports directly to the President/CEO, serves on the Zoo’s Leadership Team, and collaborates closely with all departments to ensure seamless campus-wide operations and alignment with organizational strategy.

This is a full-time, exempt position. Annual salary range is $65,000-$80,000 commensurate with experience. Some of the benefits available include health plan, HRA/HSA, FSA, life insurance, long term disability insurance, dental, vision, 403B retirement plan, annual leave, holiday, and sick time benefits. Benefits are available the month following the successful completion and passing of a probationary period review at 60 days of work (sick time available upon hire).

No telephone calls please. Position open until filled. For more information about the Buffalo Zoo, please visit our website by the following link: http://www.buffalo zoo.org

As one of the crown jewels of Western New York’s cultural and recreational attractions, the Buffalo Zoo welcomes 400,000+ guests on an annual basis. The Zoo sits on 23.5 acres and is home to over 850+ animals, supports many conservation programs, and is a highly regarded educational facility. Being the third oldest zoo in the country, the Buffalo Zoo is proud to have several buildings of historic significance on its campus.

The Zoo is operated by the Zoological Society of Buffalo, Inc., under a lease agreement with the City of Buffalo. Our mission of Building Community à Creating Connections à Saving Wildlife is guiding our strategic plan and campus development plan – both updated in 2025. These plans will guide the growth and development of the Zoo for the next ten years.

Department Director Competencies & Expectations

All Department Directors are expected to:

• Demonstrate initiative and ownership in leading their departments, setting direction, and driving continuous improvement. The person in this position should actively seek information, ask informed questions, and stay aware of operational, organizational, and departmental developments rather than waiting to be directed.
• Maintain high standards of excellence in daily operations, staff performance, and guest experience.
• Be accountable for department outcomes, decisions, and use of resources.
• Build trust with team members through consistency, transparency, approachability, and follow-through.
• Foster an environment where employees feel supported, informed, and empowered to succeed.
• Address challenges directly and constructively, including performance, conduct, and operational issues.
• Align departmental goals and actions with organizational strategy and values.
• Department Directors are accountable for the day-to-day performance of their teams, the quality of work delivered, and the culture they create.

• Lead and develop a team of 3FT, 12 PT, and up to 45 seasonal staff with full hiring and termination authority.
• Provide visible, hands‑on leadership that models the Zoo’s mission, vision, core values, and service standards.
• Recruit, onboard, train, evaluate, and retain a…