Vice President of Guest Experience at Monterey Bay Aquarium in Monterey, California

Posted in Other 10 days ago.

Type: Full Time




Job Description:


Application deadline: 5/6/2024

About Monterey Bay Aquarium


With a mission to inspire conservation of the ocean, the Monterey Bay Aquarium (the Aquarium) is the most admired aquarium in the United States, a leader in science education, and a voice for ocean conservation through comprehensive programs in marine science and public policy. Everything we do works in concert to protect the future of our blue planet.


Founded in 1984, the Aquarium is known for our focus on local and global research and conservation efforts, excellence in exhibits and educational programs, and animal husbandry techniques. Frolicking sea otters, fast-swimming sharks, pulsating jellies and waddling penguins - the Aquarium's world-class exhibits and breathtaking scenery instill a love of the ocean in our visitors. With nearly 2 million visitors a year and over 200 exhibits and 80,000 plants and animals, the Aquarium is a window to the wonders of the ocean.


Scientists at the Aquarium are rebuilding sea otter populations, transforming fisheries and aquaculture around the world, and working to protect California's ocean. Our policy experts are moving the needle on legislation to address climate change and end plastic pollution. The Aquarium's Seafood Watch team is shifting the global marketplace to make seafood more sustainable.


Education is a top priority at the Aquarium. Since 1984, more than 2.5 million students have visited for free. Our life-changing teacher and youth development programs are helping young people find their voices as ocean conservation leaders and will ensure a healthy future for the ocean.


The Monterey Bay Aquarium has taken a strong, public stance and made a significant investment in promoting diverse voices in ocean science and conservation. For too long, Black people, Indigenous people, and people of color, as well as LGBTQIA+ people, have been underrepresented in marine science and conservation fields.


To learn more about Monterey Bay Aquarium, please visitwebsite.


The Opportunity


The Monterey Bay Aquarium is seeking an engaged leader to fill the role of Vice President of Guest Experience. This important role is responsible for managing and strategically planning for an exceptional guest experience in line with the aquarium's strategic goals. In particular, helping the Aquarium become a fully bilingual organization as a next step towards becoming a welcoming and inclusive organization. The vice president oversees all departments responsible for the overall onsite guest experience including ticketing, visitor program development and delivery, the call center, paid programs, environmental services (custodial), twenty-four-hour security operations, emergency planning and preparedness and the volunteer Guide Program with over 800 volunteer guides. Direct reports include Environmental Services Manager, Director of Security & Emergency Management, Director of Guest Experience - Operations, Director of Guest Experience - Administration, and Director of Guest Experience - Interpretive Programs.


Job Summary:

Lead all aspects of the Guest Experience Division to create an exceptional onsite visitor experience. Oversee division administration, including setting divisional goals, developing plans, preparing annual budgets, monitoring divisional spending and supervising division directors. Participate in institution-wide short- and long-range planning and decision-making, as a member of senior management. Guest Experience includes ticketing, greeting and orienting visitors, visitor programs and interpretation, security and emergency preparedness, environmental services (custodial), and volunteer guides. Perform other duties as required.


This role is fully onsite and is required to be onsite nearly 5 days a week. Remote work days can be arranged on an as needed basis; This is subject to change.


Core Activities:


  • Lead Guest Experience long and short term strategic planning in alignment with the Aquarium mission and delivering an educational and inspiring visitor experience.

  • Lead divisional planning efforts in strategy and operational decision-making.

  • Manage GE leadership; establish priorities, set objectives, and assign accountabilities; establish and monitor staff performance and development goals and provide coaching and mentorship.

  • Ensure service and programs are evaluated regularly against audience research and modified as appropriate.

  • Manage the overall budget of the division which includes a labor budget, expense budget and earned revenue.

  • Participate in institution wide short and long range planning an decision making, as a member of senior management.

  • Serve as a leader in the overall organization by being a member of strategic groups.

  • Act as a community liaison in support of Aquarium activities.

  • Provide availability 24/7 to act as an incident commander in an emergency, in support of the Aquarium's emergency readiness plans.

  • Ensure the Aquarium and related support buildings are properly maintained and cleaned to institutional standards.


Preferred Knowledge, Skills & Abilities (KSAs):


  • 10 years progressive management experience in a guest service operations environment and/or public program development and delivery

  • Preferred 2-3 years of housekeeping, facility maintenance, building engineering


  • Bachelor's degree or higher preferred. Education preferences may be substituted by equivalent combination of education, training, and experience.



  • Demonstrated ability to lead cross functional projects

  • Excellent interpersonal, written, and oral communication skills

  • Demonstrated ability to build and lead a team of creative and diverse staff

  • Applied knowledge of management, strategic planning and budget control

  • Strong commitment to the Aquarium's mission of inspiring ocean conservation

  • Comfortable in fast-paced, high-volume environment

  • Experience leading teams and stakeholders to adopt new processes and procedures

  • Ability to promote a culture of high performance and continuous improvement that values learning and a commitment to quality

  • Strong team building, organization, communication, facilitation, and active listening skills

  • Ability to communicate effectively, diplomatically, honestly, and sensitively with all levels of management, staff, volunteers, and guests

  • Ability to converse in another international language (Spanish, Chinese, Japanese, French, German, Portuguese, etc) preferred

  • Nonprofit experience a plus

  • Able and willing to work weekends, nights and holidays

  • Ability to work within, and maintain Monterey Bay Aquarium's Core Values


Physical Requirements to Perform Essential Job Functions:


  • Typical office equipment

  • Constant sitting, standing, walking, bending

  • Occasional unassisted lifting up to 50 lbs

  • Typical office environment, main aquarium and exhibits, occasional offsite events


Annual Compensation Range:

$160,000-$210,000 USD annually. Starting rate will vary based on previous experience and relevant skills/knowledge set.

PDN-9be17200-e2c9-4e14-9224-edb5ca592a96


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