Senior Manager of Visitor Experience
$90,000–$99,000 year
On-siteSan Francisco, California, United States
Job Summary
Run a one-team, three-site operation managing staffing, scheduling, service standards, and operational continuity across the Conservatory of Flowers, Japanese Tea Garden, and San Francisco Botanical Garden. Drive admissions revenue by managing over $8.2M in annual revenue, forecasting performance, tracking actuals against targets, and surfacing growth opportunities. Build systems that make excellence repeatable through standardized operating procedures and train-the-trainer playbooks. Lead and develop the team by coaching Visitor Experience Managers, Leads, and Associates while recruiting new members and coordinating volunteers for peak periods. Serve as the primary operational liaison with the San Francisco Recreation & Parks Department on visitor services, ticketing, amenities, safety, and accessibility. This hands-on general management role requires onsite presence Wednesday through Sunday or Thursday through Monday, including select holidays, to support a 25-person team delivering over 1.4 million visitors annually.
Required Qualifications
- Progressive experience (4+ years) in customer experience or operations leadership within location-based entertainment, experiential retail, family entertainment, or similar attraction-based environments
- Proven operator with high drive and low tolerance for ambiguity
- Strong financial discipline and business acumen, experience managing budgets and tracking revenue performance
- Organized and analytical, with strong attention to detail and a solutions orientation
- Identifies the path forward without waiting to be asked; exercises sound judgment under pressure
- Strong communication and interpersonal skills; able to build collaborative relationships across a team and with external partners
- Demonstrates a genuine commitment to Justice, Equity, Diversity, and Inclusion (JEDI) and the ability to lead with an equity lens
- Upholds an unwavering commitment to great visitor experience and a genuine interest in the Gardens' mission
- Must be able to engage in a range of physical motions including standing or sitting at a desk or computer, walking on uneven surfaces, crouching, bending, squatting, kneeling, digging, climbing stairs and a ladder, working with arms outstretched or overhead
- Lift and/or move up to 10 pounds regularly and occasionally lift and/or move up to 50 pounds
- Ability to use and maintain necessary tools and equipment safely and effectively
- Ability to manage risk, adhering to the Gardens' safety and emergency protocols
- Onsite presence required Wednesday – Sunday or Thursday – Monday including select holidays
Desired Qualifications
- Experience with ticketing POS systems; familiarity with PatronManager is a plus
- Experience with workforce management tools such as Paylocity
- Experience with Microsoft Office suite and Asana
- Bachelor's degree in business, liberal arts, social sciences, or a related field
- Degrees and/or certificates in hospitality and tourism
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