Senior Director Of Guest Experience

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.

• Must be available to work evenings for special events throughout the year.

QUALIFICATIONS

• Proficient in Microsoft Office, Excel, databases, and more.
• Possess the ability to organize and prioritize while working with strict deadlines
• Knowledge of selection, evaluation, and exhibition of objects.
• Skill in teaching in a university setting.
• Seven or more (7+) years of experience directly managing staff in a zoo or aquarium, hospitality, education, entertainment or amusement venue
• Donor cultivation and relationship building skills.
• Demonstrated ability to make good decisions and remain calm in stressful situations.
• Budget and project management.
• Must be detailed oriented, a self-starter, take the initiative and possess a high level of multi-tasking ability.
• Knowledge of standard museum curatorial practices and current trends. Proven ability to research, draw conclusions, and summarize data for discussion and review
• Skills in scholarly research and writing scholarly publications. Excellent public speaking ability and able to create presentations that visualize data elegantly
• Knowledge of collection building / connoisseurship, ethical and legal standards for acquisition, and of the current market.
• Demonstrated cultural competency and actionable knowledge of equity, diversity, and inclusion.
• 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.
• Knowledge of the principles of conservation / preservation.
• Ability to take long-range approach.
• Proven track record of creating bespoke, organization-specific guest experience approaches.
• Demonstrated experience in mission-driven organizations.
• Supervisory and leadership abilities. An industry-recognized thought leader: creative, nimble, and forward-thinking.

SPECIAL CONDITIONS

• 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).