#120214 Senior Director of Guest Experience

OVERVIEW

Birch Aquarium at Scripps, connects understanding to protecting our ocean planet. As the public outreach center for Scripps Institution of Oceanography, UC San Diego, we share the spirit of curiosity that drives Scripps’ global research to understand our planet. We engage people in science and invite them to ask questions, explore, and observe to better understand how our world works - Earth, ocean, atmosphere, and life - and our unique role in our global ecosystem. We use science to guide conservation action to support a healthy, thriving planet where we feel hope for the future and are empowered to make positive change. We connect people with each other, with nature, with science, and with a shared sense of purpose to care for our amazing one-and-only planet Earth.

Our values can be found here: Birch Aquarium

Priority will be given to candidates that apply on or before January 5, 2023.

DESCRIPTION

The Senior Director of Guest Experience leads strategy development and implementation of an integrated Birch Aquarium at Scripps guest experience and oversees three core departments that most directly design spaces and experiences as well as; interface with guests: Education, Exhibits, and Guest Services. This position ensures the highest levels of guest service and team engagement while working collaboratively across the organization to optimize revenues and mission impact.

The position will apply best practices for understanding and improving a broadly defined user interface, commanding every aspect of the guest journey, from pre-arrival through departure, ensuring the Birch guest experience is unique, consistent, and exceeds guests' expectations. The position is expected to create a culture of innovation, problem-solving, and communications and should act as a creative and entrepreneurial catalyst for the Education, Exhibit, and Guest Services departments. The position works with University Development to support proposal development, project implementation, donor communications, recognition, and reporting.

The Senior Director of Guest Experience will display a high aptitude for management and operations in a fast-paced work environment. The Senior Director of Guest Experience oversees multiple concurrent complex projects with various metrics for evaluation and results reporting. The Senior Director of Guest Experience is flexible, proactive, resourceful, efficient, and always acts with a high level of professionalism. The Senior Director of Guest Experience is expected to lead the development of related institutional and departmental strategic plans and promote effective communication up, down, and across the organization.

This position interfaces with individuals at all levels of the University and demonstrates a high degree of knowledge and political acumen along with effective skills in management, leadership, and communication. Working collaboratively with the other Senior Directors, the position is expected to develop, direct, and implement a comprehensive science communication strategy that effectively integrates Scripps Oceanography science into the guest experience. This position requires an expert in developing and implementing comprehensive training, communication and support programs, problem-solving, and analysis of unique issues without precedent examples or structure. Provide guidance on performance standards and University procedures. Independently conduct performance evaluations, including communication with direct reports.

QUALIFICATIONS

• Proven track record of creating bespoke, organization-specific guest experience approaches.
• Seven (7+) years of experience directly managing staff in a zoo or aquarium, hospitality, education, entertainment or amusement venue
• Ability to take long-range approach.
• Donor cultivation and relationship building skills.
• Budget and project management.
• Specialization in an area of the museum's collection.
• Any combination of (minimum two out of three) of the following skill strongly desired: Experience driving user-centered design process; Training in zoo or Aquarium, hospitality, amusement, or entertainment venue management; Experience with informal K-12 education, interpreting complex science and/or technology to engage and inspire public audiences.
• Excellent written and verbal communication skills and demonstrate the ability to interact clearly and effectively with both internal and external customer.
• Knowledge of collection building / connoisseurship, ethical and legal standards for acquisition, and of the current market.
• Skills in scholarly research and writing scholarly publications. Excellent public speaking ability and able to create presentations that visualize data elegantly
• Possess the ability to organize and prioritize while working with strict deadlines.
• Demonstrated ability to make good decisions and remain calm in stressful situations.
• Proficient in Microsoft Office, Excel, databases, and more.
• Knowledge of selection, evaluation, and exhibition of objects.
• Knowledge of standard museum curatorial practices and current trends. Proven ability to research, draw conclusions, and summarize data for discussion and review
• Supervisory and leadership abilities. An industry-recognized thought leader: creative, nimble, and forward-thinking.
• Knowledge of the principles of conservation / preservation.
• Demonstrated experience in mission-driven organizations. Skill in teaching in a university setting.

SPECIAL CONDITIONS

• Must be available to work evenings for special events throughout the year.
• Must pass a background check.

Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) training will be required. Must meet CANRA compliance requirement per California Child Abuse and Neglect Reporting Act ("CANRA," Penal Code sections 11164-11174.4).

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

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