Senior Manager, Operations
About the Position
The Senior Manager - Operations plays an integral role providing vision, support, and internal/external conveyance for Oakland Zoo’s core operational activities. They develop and oversee a team of managers and supervisors across the Cash Control, Guest Services, and Rides/Gondola sub-departments of Operations, ensuring effectiveness of revenue sources and development of the people who power these sources. They act as a key communicator for the Operations Department both internally and externally, working to drive collaborative operational planning in support of Zoo functionality and to gain consensus on a range of core operational processes/procedures. They perform all duties under the overarching duty to uphold the mission and values established by the Conservation Society of California and adhere to policies and procedures as set forth by the Zoo.
Priority Deadline - October 24th, 2022
The Oakland Zoo offers a comprehensive benefits package, including Health insurance, Dental insurance, Vision insurance, Flexible spending account, Retirement plan, Paid time off, Employee Assistance Program, and A Family Zoo Membership.
Essential Job Duties
TRAINING AND DEVELOPMENT
- Build and maintain structured training programs for development of new hires and ongoing success of Operations staff
- Develop, oversee, direct expectations for, and delegate assignments to managers and supervisors in the Cash Control, Guest/Ticketing Services, and Rides/Gondola Operations sub-departments
- Perform documented performance evaluations with staff, as well as frequent, more informal check-ins to maintain team health and a harmonized work environment
OVERSIGHT AND SUPPORT
- Ensure the ultimate functionality, management, and evaluation of the Cash Room, Rides Area/Gondola, Guest Services and admissions stations through direction and supervision of managers/supervisors
- Direct a team of managers/supervisors across the Cash Control, Guest Services, and Rides/Gondola sub-departments of Operations, who are collectively responsible for 60 – 80 staff
- Use initiative to identify and administer constructive solutions to challenges and obstacles
COLLABORATION AND COMMUNICATION
- Organize inter-departmental meetings to plan and execute day-to-day and long-term Zoo functionality, plan special Zoo events, and gain consensus on a range of core operational processes/procedures
- Coordinate with management and leaders across departments to support overall operating functions and organizational goals
- Run mass communication campaigns in Mailchimp to disseminate information to the Zoo’s diverse guests on a variety of operational topics (closure alerts, ticketing policies, event details, etc.)
ANALYSIS AND PLANNING
- Leverage admissions and rides revenue data to inform operational planning decisions in collaboration with the VP of Operations, measuring results against goals and examining opportunities for increased revenue and resource management
- Track and utilize reports like P&L statements as directed by VP of Operations (e.g., when deciding how many people to hire and how to schedule shifts during peak attendance seasons at the Zoo)
- Continuously evaluate operational procedures and approaches to identify improvements for the VP of Operations’ consideration
Who You Are
- Operational management and cash control experience
- Supervisory experience with a large, dynamic team
- Current administrative, office management, and computer skills with high attention to detail (e.g., overseeing data management that requires perfect accuracy)
- Exceptional verbal and written communication skills, including proper use of communication tools and technologies (virtual meeting rooms, Mailchimp, etc.)
- Proficiency with relevant software and computer programs (Mailchimp, Galaxy, Raiser’s Edge, Microsoft Office Suite, Microsoft Teams, Zoom, etc.)
- Able to bend, twist, lift, sit, kneel, walk, stoop, and stand regularly for extended periods of time
Knowledge, Skills, and Qualities
May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.
- Analytical and Conceptual Aptitude – engages in and facilitates broad organizational strategic thinking/planning with awareness of equity, inclusion, accessibility, and cultural relevance.
- Collaboration – builds trusting relationships with both internal and external stakeholders across our organization and community-wide and approaches differences of opinion with curiosity and humility.
- Communication – communicates respectfully and effectively with stakeholders across identities, both verbally and in writing
- Flexibility – nimbly adapts to evolving priorities and urgent needs; handles intervals of high pressure while maintaining perspective and humor
- Leadership: mentors, advises, and develops people across identities with consideration for cultural relevance and responsiveness, self-awareness around implicit bias and understanding of the power dynamics that exist in organizations.
- Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.
- Inclusive Culture - fosters a culture of mutual respect, transparency, collaboration and belonging which allows all employees to feel appreciated, included, and valued.
- Passion – wholeheartedly believes in, represents, and models Oakland Zoo’s mission and PRIDE values at all times
- Wildlife Aware - understands mission to support the conservation and welfare of animals at The Zoo, locally and globally. This is demonstrated by a willingness/passion to reflect this mission in all actions and to continue to learn how to take action for wildlife
- Sustainability – oriented toward the mission and values of the Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department
Who We Are
The Oakland Zoo (managed by The Conservation Society of California) is an award-winning facility stretching 100 acres and overlooking the city of Oakland atop the hills of beautiful Knowland Park. Our mission is to inspire respect for and stewardship of the natural world, while providing a quality visitor experience. As an accredited member of the Association of Zoos and Aquariums (AZA), The Zoo is part of the largest conservation organization in the nation. Our employees take PRIDE in our values of being Positive, Respectful, Inquisitive, Driven and Effective members of a team who places the care of our animals, stewardship of the natural environment, and the experience of our guests at the forefront of all that we do.
Oakland Zoo’s Commitment to Diversity, Equity, Inclusion, and Access
We believe that all people should have safe access to the Zoo and culturally relevant and responsive experiences with our staff, programs, and curriculum. The Oakland Zoo is also striving to create an equitable and inclusive internal culture where all staff members feel represented and valued for their identities and lived experiences. We examine how power, bias, race and other aspects of identity impact our organization. We work to build a culture of continuous learning and improvement toward a vision of equity and belonging for all staff. We are looking for team members who can actively join us in this process. We are committed to reflecting the diverse community in which we exist and strongly encourage people of color, LGBTQ+ identifying folks, and women to apply.
Equal Opportunity Employment
The Conservation Society of California is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law. The Conservation Society of California also promotes respect for all people and will not tolerate harassment based on any of these characteristics.Apply