About The Organization
The Metro Richmond Zoo’s mission is to protect animals through conservation and inspire guests by providing up-close, educational encounters with the wild. The zoo is situated on 150 acres of land and is home to over 2,000 animals representing 190 species from around the world. The zoo is accredited by the Zoological Association of America and is well-known for its conservation programs for cheetahs, African penguins, and Diana monkeys.
Position Summary
The operations manager is responsible for overseeing daily guest operations to ensure a memorable experience for all zoo visitors. This role manages the front-line guest services zoo crew, including admissions, memberships, gift shop, food services, ride operation, and treetop zoofari. The ideal candidate is a compassionate, customer-focused leader with strong organizational and communication skills, capable of developing high-performing teams and operational excellence.
Essential Duties and Responsibilities
- Lead and manage all aspects of the zoo’s daily guest operations, including admissions, memberships, gift shop, food services, ride operation, and treetop zoofari
- Coordinate the training of employees with supervisors
- Foster a positive work environment by being a compassionate and supportive leader, promoting team morale, professional development, and open communication
- Monitor and improve guest service standards to ensure a positive visitor experience
- Handle guest complaints, concerns, and incidents with professionalism
- Maintain accurate records and SOPs
- Monitor inventory and supplies for all guest service areas
- Identify areas of improvement and lead operational initiatives to increase guest satisfaction
- Coordinate staff lunches and rotations when needed
- Assist the HR manager with interviewing, hiring, and disciplinary actions as needed
- Assist the management team with other responsibilities as needed
- Other tasks as assigned
Physical Requirements
Ability to:
- Walk and stand for long periods of time
- Move 30 lb objects
- Work in all weather conditions, from 0°F to over 100°F.
Qualifications
- Must have a Bachelor’s degree
- Management/leadership experience is strongly preferred
- Must be able to communicate clearly in written and verbal forms
- Must be able to handle stressful situations calmly
- Must have customer service skills
- Must have great attention to detail
- Must be able to work independently and as part of a team
- Must have intermediate computer skills (proficient in Microsoft Office and Google Drive)
Hours
- Full-time employment
- Salaried position
- 45-50 hours a week, 5 days a week
- Saturdays and holidays required
Benefits and Perks
- Medical insurance
- 401(k) retirement plan with company match
- Paid time off
- Some paid holidays
- No Sundays required
- Food and merchandise discounts
- Free zoo and zipline tickets
- Potential for bonuses
- Variable work tasks
- Work near animals
- Fast-paced - never a dull moment
ALCOHOL AND DRUG TESTING
Team members may not arrive on duty under the influence of alcohol or drugs. Since this position is safety-sensitive, team members may be subject to random alcohol and drug testing.
DISCLAIMER
- This job description in no way states or implies that these are the only duties performed by the team member. All team members are required to follow any other instructions and to perform any other duties requested by their supervisors.
The Metro Richmond Zoo is an equal-opportunity employer. We will extend equal opportunity to all individuals without regard to race, ethnicity, religion, color, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, or any other status protected under applicable federal, state, or local laws.
