Director of Operations (Linkedin)
Company: Conservation Society of California dba Oakland Zoo
Posted on: November 11, 2019
-- Demonstrate knowledge of, and supports, the Conservation Society
of California's mission,vision, value statements, standards,
policies and procedures, operating instructions, standards, and the
code of behavior.
-- Demonstrate superior customer service with customers, both
internal (i.e. co-workers) and external (vendors, visitors,
-- Ensure Zoo representatives are providing a high level of
Operations on a daily basis. The Guest Engagement Manager will have
an active role in the park, observing staff/guest interactions and
reinforcing Operations standards as needed.
-- Ensure the Oakland Zoo is ready for guests and daily operations
364 days a year in conjunction with the Director of Operations.
Interface with various departments to ensure appropriate safety and
service levels are being met each and every day.
-- Prepare budgets,monitors costs and assure compliance to the
established budget in conjunction with the Chief Financial
-- Respond directly to guest inquiries, comments and concerns. Our
goal with every guest concern or complaint is to ensure they leave
satisfied with the follow-up service and attention provided
-- Assist in the development of new guest experience programs and
revenue operations/point of sale offerings that meet the Oakland
-- Assist the Chief Financial Officer in overseeing the SSA Park
Services contract, Gateway contract, and other various
--- Continuously evaluate and adjust staffing mix for a large
department utilizing seasonal, temporary and permanent
employees.Work alongside People Services for adherence to legal
and/or new Zoo policy guidelines. Make recommendations for
improvement based on needs of the business and serve as a voice for
-- Responsibly administer the annual $8 million plus revenue budget
for Admissions and other related departments and maintain strict
fiscal control over departmental expenditures.
-- Work closely with other zoo departments to plan, coordinate,
implement, promote and evaluates variety of guest experience
projects and operations.
-- Lead various teams in developing safe and efficient processing
of guests on large attendance days, special events. Coordinate
on-site member services with the Membership department and help
suggest and evaluate improvements to the membership program.
-- Ensure clear communications and maintain good relationships
within and across departments in order to support overall
-- Serve as a project team member focused on the development,
additional department participation, and refinement for Point of
Sale software platform
-- Prepare an annual review of performance, by operational area,
comparing results to goals and objectives.
-- Manage transactions in accordance with policy and law, and to
optimize cost-effectiveness of activities.
-- Manage all staff reporting to the position so as to effectively
recruit, train,evaluate, motivate, delegate and monitor their
-- Liaise with other departments in order to establish and maintain
effective and relevant activities and support in relation to the
organization's sales,purchasing, materials management, production
and overall operating functions in designated areas.
-- Use personal judgment and initiative to develop effective and
constructive solutions to challenges and obstacles to implement
policy and procedures.
-- Performs other related duties as required and assigned.
AREAS OF RESPONSIBILITY
--- Serves part of the senior leadership team and report on key
business and operational activities related to how we improve the
overall customer experience while delivering on key metrics.
--- Attend internal departmental meetings and external conferences.
Work collaboratively with internal Zoo departments on any special
projects that may affect zoological or operational activities.
--- Prepare and review with the CFO, a three year Initiatives
--- Create a nimble organization that responds quickly to our
--- Identify new opportunities to measure and increase value for
--- Actively support and assist departmental managers, supervisors,
and coordinator in operational planning, maintaining and exceeding
standards for a customer-service driven environment, professional
development and budgetary controls.
--- Identify and facilitate growth opportunities based on zoo
seasonal needs, physical changes on grounds, and new program
offerings that yield a positive guest experience and achieve
revenue goals for both the zoo and vendor.
--- Assist senior management with development and implementation of
long-range strategic priorities and goals for Admissions and
effectively communicate the vision.
--- Effectively manage Admissions Supervisor and Assistant
Manager's Office Associates, and oversee all front line Leads and
Associates; ensure that acceptable levels of performance are
maintained through positive motivation and coaching of
--- Perform other duties as assigned.
This position directly and indirectly supervises multiple positions
within Operations area. Responsibilities include interviewing,
hiring, and training employees; planning, assigning, and directing
work; appraising performance; rewarding and disciplining
employees;and addressing complaints and resolving problems. This
position requires the ability to interact effectively with
employees in order to direct workflow,assess performance, and
-- Responsible for all cashiers in Operations and all personnel in
Rides Area; delegates assignments to managers and supervisors.
-- Provides performance evaluations of subordinates, initiates
corrective or disciplinary action when necessary.
--- Provide leadership for the Operations management team members,
including planning, training, coaching/mentoring and counseling
--- Perform other duties as assigned.
--- The Director of Operations must be a team player whose
enthusiasm and dedication to the Zoo is an example for the entire
--- Requires professional knowledge and experience in the following
aspects of not-for-profit, public service foundation operation and
management: Provide leadership and individual motivation; Recommend
and implement policies and programs; Allocate resources consistent
with the budget and mission; Provide a knowledgeable and welcoming
--- Strong problem solving and group work leadership skills.
--- Ability to interact with people of all ages.
--- Ability to work independently and as part of a team.
--- Sound, current computer and small office management skills.
--- Effective oral and written communication skills including
proper use of communication tools and technologies.
--- Ability to work flexible hours including evening, holiday and
--- Must be a team player whose enthusiasm and dedication to the
Zoo provides an example that the entire team follows.
--- Perform other duties as assigned.
--- Develop and manage the annual budget and earned revenue
--- Responsible for the implementation and management of the cash
room, all cashiers and the Rides area.
--- Identify new (Lean) processes to reduce costs and maintain
strict fiscal controls.
--- On-going financial and operating performance reports,
measurements, levers, and vendor payments.
--- Contract and manage third-party (non-presence) vendors and
their annual contracts.
--- Establish annual goals and standards of performance for fiscal
and programmatic operations relating to Admissions, and oversee the
development of on-going financial and operating/performance
-- Monitor,record, analyze and report on activities, trends,
results and recommendations relating to revenue generating
-- Perform other duties as assigned.
--- Proven experience managing people and functional
areas/departments with the ability to develop and support team
--- Demonstrated excellence in interpersonal and organizational
--- Excellent organizational skills with the ability to balance and
prioritize multiple task sand requests and meet deadlines in a
--- Ability to be effective while working both independently and as
a team member.
--- Ability to work a flexible schedule, which includes weekends,
evenings and/or holidays as needed.
--- Commitment to the mission of the Zoo and it's core Conservation
Bachelor's degree (B.A. or B.S.) from unaccredited four-year
college or university; 7-10 years of direct operational experience
or equivalent combination of education and experience.
Minimum of 5+ years supervisory experience.
--- Minimum 5 + years of operational management and cash
--- Strong interpersonal and communication skills.
--- Proven leadership skills with an understanding of the
importance of team building/development.
--- Exceptional problem solving, decision making and organizational
--- Demonstrates financial management, merchandising, analytical,
planning and leadership skills.
--- Demonstrates flexibility and composure in fast-paced
Valid California State Drivers License Required.
-- Strong computer skills with proficiency using Microsoft Office
(e.g. Word, Excel,PowerPoint and Outlook). Knowledge of database
systems, research tools and electronic sources available through
the internet required.
Keywords: Conservation Society of California dba Oakland Zoo, Oakland , Director of Operations (Linkedin), Executive , Oakland, California
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