Operations Manager

SUMMARY

The Operations Manager is responsible for ensuring that the Zoo is “ready for business” daily in order to provide a high quality, consistent guest experience. This position has oversight over the planning and management of the Zoo’s operations to include grounds and upkeep, rides and attractions, janitorial services, and parking lots.  This position works closely with the Events team and cross-functional Zoo department teams to ensure client satisfaction and event success.

ESSENTIAL FUNCTIONS

• Sets, models, and maintains customer service standards and expectations to operations and staff.
• With the Operations Supervisor, communicates weekly activities that involve operations areas to staff.
• Under the coordination of the Events Manager, plans in advance for special events and visits. Ensures that planning is communicated and executed to all involved Zoo departments.
• With Operations Supervisor, sets standards and expectations for Park Quality staff in terms of Zoo grounds maintenance and cleanliness, and evaluates and monitors Park Quality staff assigned activities.
• With Operations Supervisor, daily inspects all areas, including guest bathrooms, walkways, office buildings and animal buildings to meet and exceed cleaning expectations.
• Awareness of all daily Zoo wide meetings for set up, break down, and cleanliness needs
• Responsible for recruiting, coaching, evaluation, and development of assigned staff.
• Implements policies and procedures specific to operations areas and safety.
• Sets standards and expectations for Ride Operators in terms of Zoo Attraction operation and cleanliness. Evaluates and monitors ride operators and assigned activities.
• Maintains documentation on regularly scheduled staff training and ride/attraction safety.
• Troubleshoots guest issues or complaints.
• Ensures that regularly scheduled maintenance on rides is being followed and documented.
• Keeps up to date on state and federal safety requirements. Ensures all requirements are met.
• Monitors budget for operations areas. Assists in budget preparation.
• Assists key team members to set strategic objectives to grow attendance and revenues.
• Under the coordination of the Events Manager, actively participates in planning and implementing Zoo events as well as other revenue generating in-house events.
• Partners with other departments for special displays, events and group visits.  Manages, monitors, and plans for events, groups, etc. to ensure smooth operations and enjoyable experiences.
• Keeps the Deputy Director regularly informed of the progress and results of daily operations for conformity with established objectives, programs and budgets.
• Follows established protocol for State Workers Compensation processes as well as BZI policy safety policy and procedure for employee accidents. May assist with investigation of onsite accidents.
• Actively participates as a key member of the Zoo’s Safety Committee.
• Responsible for supporting and maintaining the audiovisual equipment Zoo wide, including daily operation, special events and shows.
• Responsible for oversight of waste management including monitoring park waste levels for appropriate scheduled pickups. Sets and maintains expectations with the vendor.
• Responsible for organization and maintenance of inventory management and deliveries for cleaning supplies to guest areas and animal departments.
• Coordinates and assists in assembling a parking crew for all major attendance periods (e.g., Spring Break, school field trip days, etc.), and/or any attendance days approaching 4,000 or more guests.
• Assist Guest Services staff in getting Groups processed and into the Zoo.
• May serve as a project lead and Manager on Duty (MOD) as assigned.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Operations Supervisor

SAFETY ANALYSIS

The Operations Manager position is impacted by hazardous exposures common to an office environment as well as public safety in an outdoor environment and ride operations.  Some of the following exposures will occur daily:

• Hazards associated attractions operation
• The proper use and understanding of cleaning agents
• Thorough understanding of guest safety protocols, particularly with young children.

Specific training and procedures will be provided, designed to maintain safety of people as the highest priority of the zoo followed by the safety of the animal collection.

The Operations Manager is responsible for keeping safety policies and procedures for their areas updated.  In addition, the Operations Manager will conduct monthly safety training sessions addressing specific situations that could occur in their department.

The use and understanding of a variety of personal safety equipment is mandatory.  The Operations Manager bears overall responsibility for making sure that all employees under their direction are trained on the proper use of safety equipment.

The Operations Manager, as with any staff member of the Zoo, is required to be familiar with the Zoo’s overall safety policies as outlined in the staff handbook as well as being responsible for reporting any injury immediately to the first aid department, Safety Manager, or Manager on Duty (MOD).

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by staff to successfully perform the essential functions of this job.  While performing the duties of this job, the staff member should expect:

• Use of hands, fingers, tools or controls.
• Frequently required to stand; walk; sit; reach with hands and arms; stoop, kneel, bend, crawl, crouch and talk or hear.
• Routinely lift and/or move up to 50 pounds.
• Requires frequent walking for long distances
• Exposure to wet surfaces.
• Frequent exposure to the elements can be expected.

QUALIFICATION REQUIREMENTS

Education and work experience

• High School Degree, some College preferred.
• Experience in a zoological institution or a recreational theme park preferred. AZA accredited experience preferred.
• Proven ability to plan, organize and direct work programs and manage staff; direct management/supervisory experience preferred.

Skills and knowledge

• Ability to plan and organize work in an efficient and cost-effective manner.
• Ability to adhere to standard operating policies and procedures.
• Must be computer literate, and have knowledge of common software applications
• Must have ability to act with integrity, professionalism, and confidentiality as well as exercise extreme discretion.
• Must have excellent written and verbal communication skills; high energy and enthusiasm for completion of tasks; team building skills; and the ability to handle multiple tasks and meet deadlines.
• Ability to multi-task and coordinate with others to provide deliverables on an agreed upon deadline.
• Ability to think critically and demonstrated time-management skills.
• Ability to convey information clearly and concisely.
• Must have good presentation and public speaking skills.
• Strong organizational skills with strong attention to detail.

Desirable qualities

• Strong interest in advancing the conservation missions of zoos and aquariums.
• High self-motivation and a detail-oriented work ethic.
• Professional, positive, and enthusiastic demeanor.

Other Requirements:

• Must be First Aid/CPR certified or willing to be trained and certified.
• Must be willing to occasionally travel locally. Must have a current valid driver’s license with no prior traffic violations (within the last five years).
• Must have current negative TB test and provide documentation thereof, or be willing to have a TB test.
• Must be fully vaccinated against COVID-19.

POSITION TYPE AND HOURS OF WORK

• Full time
• Weekdays and weekends required, occasional evening hours (during special events) and holidays.
• Will be included in Manager on Duty (MOD) rotation following appropriate training