Vice President, Revenue Operations at Saint Louis Zoo

Job Details

Description

For purposes of this position, “Revenue Operations” includes Food & Beverage (and Culinary/Catering); Retail/Gift Shops/Merchandise; Park Attractions (including Parking Lots) and Distribution

This position has a dual reporting structure to both the Executive Director, Saint Louis Zoo and Executive Director, WildCare Park.

Summary

The Saint Louis Zoo and the Saint Louis Zoo WildCare Park is seeking a Vice President of Revenue Operations to provide executive leadership and strategic oversight for the organization’s growing $50+ million retail (gift shops/merchandise), food and beverage (including culinary and catering), attractions and distribution departments. This high-level role within the organization is responsible for operational excellence across campuses, including operating in ways that drive profitability, ensure the highest level of quality and guest satisfaction, and is aligned with the Zoo’s mission, vision and core values. Working closely with the Senior Director of Business Operations and the rest of the Business Operations leaders, the Vice President develops and executes strategies for sustained excellence and growth, analyzes operational efficiencies, mentors and trains team members and effectively collaborates across departments. The Vice President will be responsible for the oversight of revenue operations of all campuses, with the immediate, short-term priority for this position being to work with our current teams to finalize the business plan at WildCare Park in preparation of its opening date in spring, 2027.

Duties And Responsibilities

• Provide leadership, vision, long-range planning, and strategic operational direction for the organization’s $50+ million generating retail, food and beverage, attractions, and distribution operations across all campuses.
• Working with the Senior Director and Business Operations team leaders, oversee all revenue generation, quality and guest satisfaction (working in collaboration with our Experience Division) related to retail/gift shops, food and beverage, attractions, and distribution operations across all campuses.
• Lead long-term planning for growth, capital investment, program variety, and innovative food, attractions, and merchandise offerings. Ensure there is continual innovation and creativity among revenue-generating areas throughout the organization.
• Embrace a collaborative approach across the organization to ensure a cohesive and mission-driven guest experience and revenue-generating program across all campuses.
• Exercise fiscal accountability and responsibility for all merchandise, food and beverage, attractions, and distribution operations.
• Responsible for the creation and administration of annual budgets, forecasts, and performance goals to ensure financial targets are met.
• Establish and monitor key performance metrics such as per capita spending, guest satisfaction, net profit, and cost of goods sold. Create a common language and set of goals for our team to learn and embrace.
• Evaluate current programs and offerings to determine which current programs and offerings are successful and driving business and which current offerings and programs should be evaluated for change.
• Develop and maintain policies and procedures to ensure workplace safety and compliance with local, state and federal regulatory agencies as well as Zoo standards.
• Serve as a leader for the team members within all revenue generating areas. Develop leadership development programs for your leaders to empower them to manage and grow the business. Consider developing a cross-functional system to more effectively use existing labor.
• Measure and improve key team member retention metrics, especially for part-time team members.
• Recruit, train, and mentor retail, attractions, food service, distribution and management teams to foster growth, accountability, and succession planning.
• Actively collaborate with Guest Experience, Marketing, Events and other Zoo departments to develop engaging guest experiences in our revenue-generating departments.
• Work with internal partners to ensure effective and best in class marketing, signage, and customer surveys that enhance retail/merchandise, attractions, and food offerings.
• Promote a culture of exceptional customer service across all guest-facing departments and amongst the team.
• Align pricing, quality, and branding strategies between Zoo campuses while maintaining each site’s unique identity.
• Help direct the structure and operations of all retail locations, including gift shops, online stores, and mobile/satellite carts.
• Oversee attractions and distribution operations to ensure these areas are meeting or exceeding the Zoo’s financial, guest service, and mission-driven goals.
• Ensure product selection and merchandising strategies support the Zoo’s conservation messaging and financial goals.
• Collaborate with Procurement, Facilities and Planning, and external vendors to maintain optimal inventory levels and to ensure sustainability practices.
• Serve as a core member of the organization’s Joint Campus Operations Team, contributing to overall organizational strategy, policy, and culture.
• This position is distinct from the Experience Division, which currently manages membership, events, and other experience-based revenue areas. The expectation is that this role works collaboratively with our Chief Experience Officer to align the two areas.
  
  

Qualifications

• Minimum of 5 years of management and leadership experience in a zoo, museum, theme park, hotel or hospitality-related facility, merchandise, sports/entertainment or other attraction organization/venue, or food and beverage operations required (or any other related industry).
• Experience working with a large team, including a significant part-time team is preferred.
• Bachelor’s degree in Business Administration, Hospitality Management or related field is preferred.
• Experience and certification in safe food handling could be beneficial.
• Knowledge of health and safety regulations or proper training will be required.
• Knowledge of multiple revenue-generating areas such as food and beverage, retail/merchandise, attractions, or other hospitality-focused industries required.
• Ability to develop and administer complex budgets and forecasting required.
• Proficiency with business-focused software programs required.
• Strong verbal and written communication skills required.
• Looking for strategic, business-focused thinker, who is also capable of generating new ideas and leading a large team.
• Strong collaborator required, who is capable of working with several different types of leaders and departments.
• Must be willing to travel between, and physically work at, both the Saint Louis Zoo location (in Forest Park) and WildCare Park location (in Spanish Lake, MO).
• Primary priority upon hire will be focusing on the business plan for WildCare Park.
• Must have the physical ability to oversee multiple different restaurant, gift shops, attractions and distribution locations within the Zoo and WildCare Park. Must be physically able, with or without an accommodation, to walk or traverse large facilities and to work in various extreme weather conditions (heat/cold/rain/snow).
• Ability to work weekends and holidays as needed since the Zoo (and potentially WildCare Park) is a 7-day/week operation and open every day except Christmas and New Year’s Day (WildCare Park’s operating calendar is still being finalized). Some of the high-volume business days for the parks may fall on holidays and weekends and may require this position’s presence on site.
  
  

All successful candidates for this position will be required to undergo a criminal background check and a drug test. As this is a safety-sensitive role, a negative drug test result is mandatory. The drug test screens for five substances, including marijuana.

For more information about the Zoo’s public campuses, please visit:

https://stlzoo.org

https://stlzoo.org/about/wildcare-park