Senior Director of Guest Experience

Lincoln Park Zoo inspires communities to create environments where wildlife will thrive in our urbanizing world. The zoo is a leader in local and global conservation, animal care and welfare, learning, and science. A historic Chicago landmark founded in 1868, the not-for-profit Lincoln Park Zoo, is a privately managed, member-supported organization that is free and open 365 days a year. Visit us at lpzoo.org.

Position Summary

• The Senior Director of Guest Experience provides strategic and operational leadership for all guest-facing functions at the Zoo, ensuring an exceptional, safe, and mission-driven experience for every visitor.
• This role oversees events, guest services, and third-party Food & Beverage (F&B) and Retail partnerships, while serving as a key liaison to tourism organizations, sponsors, and community partners.
• As the executive owner of the end-to-end guest experience, this position is accountable for all guest-related revenue streams and plays a critical role in aligning hospitality excellence with the Zoo’s conservation, education, and animal welfare mission.
• The Senior Director works collaboratively across departments to deliver memorable experiences that inspire guests, grow attendance and revenue, and strengthen community engagement.

Key Responsibilities

• Guest Experience Strategy & Revenue Leadership
• Develop and execute a comprehensive guest experience strategy that supports the Zoo’s mission, brand, and long-term strategic goals.
• Maintain accountability for all guest-facing revenue streams, including admissions-related experiences, events, F&B, retail, and premium offerings.
• Establish KPIs related to guest satisfaction, attendance, revenue performance, and repeat visitation.
• Continuously identify opportunities to enhance guest engagement while maintaining sensitivity to animal welfare and operational priorities.
• Events & Guest Services Oversight
• Provide leadership and strategic direction for all events, guest services, and front-line guest engagement teams.
• Oversee the planning and execution of Zoo-hosted events, after-hours experiences, private rentals, and mission-aligned programming.
• Ensure a consistent, welcoming, and inclusive guest experience for diverse audiences, including families, schools, members, and tourists.

Third-Party F&B and Retail Partnerships

• Serve as the primary liaison for all third-party Food & Beverage and Retail partners operating on Zoo grounds.
• Oversee partner performance, service quality, brand alignment, and contract compliance.
• Collaborate with partners to enhance offerings in a way that complements the Zoo experience, supports sustainability goals, and maximizes revenue.
• Tourism, Sponsorships & Marketing Collaboration
• Act as the Zoo’s primary liaison with local, regional, and national tourism organizations.
• Partner closely with Sponsorships and Marketing teams to develop guest-facing initiatives, promotions, and experiences that drive attendance and revenue.
• Support sponsorship activations and branded experiences that enhance—not detract from—the guest experience and Zoo mission.

Training & Service Culture Leadership

• Lead the development and execution of customer service–centric training programs for all guest-facing staff and partners.
• Champion a culture of hospitality that emphasizes education, conservation messaging, inclusivity, and guest engagement.
• Ensure training programs equip staff to interact effectively with guests while respecting animal care, safety protocols, and Zoo standards.

Public Safety & Guest Wellbeing

• Work closely with the Director of Public Safety and Public Safety teams to ensure guest safety, comfort, and preparedness across all Zoo operations.
• Collaborate on crowd management, emergency response planning, and large-scale event safety.
• Balance exceptional guest service with strong risk management and compliance practices.
• Leadership, Finance & Cross-Functional Collaboration
• Serve as a senior leader and strategic partner to the SVP and CFO on budgeting, forecasting, and financial performance related to guest experience and revenue.
• Collaborate closely with Animal Care, Education, Conservation, Facilities, Marketing, Sponsorships, and Operations teams.
• Lead, mentor, and develop a high-performing guest experience leadership team.

Qualifications & Experience

• Bachelor’s degree required; advanced degree preferred.
• 10+ years of senior leadership experience in guest experience, hospitality, attractions, museums, zoos, aquariums, theme parks, or cultural institutions.
• Proven experience owning and growing guest-facing revenue streams in a mission-driven or public-facing environment.
• Demonstrated success managing third-party F&B and retail partnerships.
• Experience with large-scale events and high-volume guest environments.
• Strong understanding of guest safety, public operations, and service excellence.
• Exceptional leadership, communication, and stakeholder engagement skills.
• Passion for conservation, education, and creating meaningful guest experiences.

Core Competencies

• Guest Experience Strategy & Design
• Revenue Growth & Financial Acumen
• Event & Attraction Operations
• Partner & Vendor Management
• Service Culture & Training Development
• Public Safety Collaboration
• Mission-Driven Leadership

OUR COMMITMENT

• Lincoln Park Zoo is committed to fostering a workplace that is inclusive, equitable, and welcoming.
• We celebrate the diverse qualities, perspectives, values, and experiences of all people.
• For Wildlife.
• For All.

LINCOLN PARK ZOO BENEFITS

• In addition to standard benefits such as medical, dental, vision, life, and disability coverage, and a 403(b) savings plan with institutional match, benefits of working at Lincoln Park Zoo include:
• Free admission to many other Chicago cultural institutions
• Free on-site parking
• Discounts on event tickets (including free admission to select events), attractions, dining, and retail at the zoo
• Quarterly staff social events and “LPZooU” training and educational sessions focused on the zoo, wildlife, ecology, and related topics
• Company contribution to a Health Savings Account (Medical PPO only)
• A unique work environment featuring green spaces and regular opportunities to engage with wildlife
• Salary: $105k-125k/annually