Director of Operations and Service Standards

Denver Zoo Conservation Alliance (DZCA) is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations. 

DZCA honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, United, Curious, Courageous and Transformative in all that we do.

The Director of Operations and Service Standards leads the strategic direction, development, and execution of all guest-facing operations and service standards that ensure every visit is smooth, welcoming, safe, and memorable. This role is responsible for shaping how operational excellence supports both guest experience and earned revenue across the zoo campus. The Director oversees core operational systems, including service standards, parking operations, guest flow and queue management, attractions and experiences, and seasonal and weather-responsive operating plans. Through strong leadership and cross-functional collaboration, this position ensures DZCA delivers consistent, high-quality experiences for every guest, every day. The Director leads large, multi-layered teams and partners across the organization to align daily operations with long-term strategy, ensuring the zoo remains responsive, efficient, and inspiring year-round.

Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Essential Duties and Responsibilities 

Vision and Strategy

• Develop and steward a multi-year vision and strategic roadmap for guest operations and service standards that support DZCA’s goal of being the #1 destination with a purpose.
• Define and implement organization-wide service standards that ensure consistent, welcoming, and high-quality guest experience across all touchpoints.
• Establish operational frameworks that optimize guest flow, capacity, accessibility, and revenue opportunities across the campus.
• Lead the development of seasonal and weather-related operating strategies, ensuring the zoo remains responsive, reliable, and guest-focused in all conditions.
• Align operational strategies with organizational priorities, major initiatives, campus planning, and the annual operating calendar.

Staff Leadership and Development

• Lead, coach, and develop a team of managers, supervisors, and frontline staff responsible for guest operations, service standards, and attractions, fostering a collaborative and inclusive environment that supports professional growth and innovative thinking
• Build scalable organizational structures, staffing models, and training programs that support both daily operational excellence and long-term growth.
• Establish clear expectations for service delivery, safety, accountability, and guest engagement across all operational areas.
• Oversee performance management processes including goal setting, coaching, feedback, and professional development, in partnership with Human Resources.
• Review department organization to ensure staffing levels, schedules, and staffing structure provide for the organization's standard operations.

Operational Systems and Program Leadership

• Guest Operations and Service Standards
  • Oversee the design, implementation, and continuous improvement of organization-wide service standards and operational procedures.
  • Ensure consistent delivery of safe, efficient, and welcoming experiences for guests of all backgrounds and abilities.
  • Monitor guest feedback, operational data, and performance metrics to identify opportunities for improvement and innovation.
• Attractions and Experiences
  • Provide strategic oversight for guest-facing attractions and experiences, including the Conservation Carousel, Denver Zoo Railroad, Gorilla Trek, Lorikeet Adventure, Stingray Cove, and Wallaby Way.
  • Ensure attractions operate safely, efficiently, and in alignment with guest experience and revenue goals.
  • Partner cross-functionally to support the introduction of new experiences and enhancements.
• Guest Flow, Parking, and Access
  • Lead strategies for parking operations, arrival experience, crowd flow, and queue management to ensure efficient and positive guest entry and movement throughout the campus.
  • Collaborate with internal and external