Director of Guest Experience

Job Description

Job Description

Position Title: Director of Guest Experience

Department: Learning & Engagement

Reports To: SVP & Managing Director, Audubon Aquarium & Insectarium

Location: Audubon Aquarium & Insectarium

FLSA Status: Exempt

Position Type: Full-Time

To be considered for this role, please provide your current resume and cover letter.

Who We Are 

Audubon Nature Institute comprises Audubon Park, Audubon Zoo, Audubon Aquarium, Audubon Insectarium, Audubon Louisiana Nature Center, Freeport-McMoRan Audubon Species Survival Center, Audubon Center for Research of Endangered Species, Woldenberg Riverfront Park, and Audubon Wilderness Park

 

At Audubon Nature Institute, we are more than a collection of parks, museums, and conservation centers—we are a dedicated team with a shared mission to celebrate, protect, and connect people to the wonders of nature. Our work is guided by our culture code, which is at the heart of everything we do. We believe in Activating Impact by integrating tangible, real-world outcomes into all our initiatives, fostering a culture where every action contributes to a positive environmental impact. We are committed to Empowering Optimism, using positivity to inspire others to act and believe in their capacity to create meaningful change. We strive to Create Connection by engaging with people from all walks of life, knowing that the collective strength of a diverse community can address the most pressing challenges facing our natural world. At Audubon, we embody the spirit of Le Bon Temps, infusing the joy and vibrant culture of Louisiana into our everyday work, celebrating our unique heritage while advancing our mission. As Leaders of the Pack, we constantly seek smarter, innovative solutions, challenging conventions to drive the change we want to see in the world.

What You’ll Do 

The Director of Guest Experiences (“Director”) at Audubon Aquarium & Insectarium is a senior leader on the Downtown Administrative Team responsible for developing and implementing facility-wide admissions, guest engagement, and informal learning experiences that advance Audubon Nature Institute’s (ANI’s) strategic vision and mission.

The Director oversees Aquarium admissions, engagement, and learning programs, ensuring guests receive a welcoming, seamless, safe, and meaningful experience. This role leads proactive hospitality, efficient admissions, engaging interpretation, and a portfolio of revenue-generating premium experiences, including behind-the-scenes tours, animal encounters, camps, family programs, and other informal learning opportunities.

The Director is a collaborative leader who aligns guest experience initiatives with ANI and Aquarium priorities, using attendance, sales, and revenue data to establish goals and drive continuous improvement. The Director partners closely with Husbandry, Event Operations, Park Operations, Development, and other teams to ensure exceptional guest experiences while supporting best practices in animal care, welfare, and training.

The Director directly supervises the Admissions Manager, Guest Engagement Manager, and Premium Experience Manager and oversees staffing, scheduling, training, performance management, program evaluation, safety, strategic planning, financial management, and resource allocation. The Director also fosters professional development, proactive communication, and a welcoming, inclusive, high-performing team culture.

Day to Day Responsibilities 

• Provide strategic direction for the development and implementation of guest experiences and programs for the Aquarium’s diverse audiences. These experiences include daily guest hospitality and engagement, inspiring informal learning experiences, and strategic premium experience programs. 

• Supervise, schedule, train, evaluate, and coach Aquarium Experience staff to provide a consistently safe, inspiring, and engaging experience for all guests. 

• Proactively pursue growth in admissions and revenue generation with tactics that are backed by strong and ongoing data and trends evaluation.

• Evaluate and continuously improve programming to meet organizational, facility, and department goals and impacts.

• Provide on-the-floor support as needed within the Experience Team or other Aquarium management needs (e.g. MOD coverage, responding to on-site emergency calls, special event support, working at the front desk selling tickets, leading premium experiences, delivering a guest engagement chat, leading summer camp activities, etc.)

• Work collaboratively with facility leadership and across departments to coordinate program needs, including physical spaces, animal experiences, supplies, and safety considerations.

• Responsible for tracking and managing revenue and spending in alignment with departmental budget 

• Work collaboratively with Volunteer staff to train, support, and mentor teen and adult volunteers

• Collaborate with the Facility Managing Director, the VP for Construction, Director of Conservation and Education, Interpretive Content Manager, and Environmental Graphics Manager to ensure that interpretive graphics throughout all facilities are current, accurate and consistent with program messaging 

• Serve as a model for professional behavior, display courtesy, tact, discretion, good judgement, consideration, and respect  

• Embrace a lifelong learning approach to seeking information on formal and informal educational methodologies and trends and participating in professional development opportunities. 

Additional/Overall Skills:

• Maintain a positive attitude and a strong sense of accountability, fostering a collaborative team environment where everyone feels empowered to contribute.

• Thrive in a team environment, using your organizational and technical skills to ensure the smooth execution of programs and experiences that resonate with diverse audiences.

• Celebrate the successes of your team and bring enthusiasm to your work, reflecting the joyful culture that is at the heart of Audubon’s mission.

• Stay adaptable and open to learning new skills, embracing change and innovation as opportunities to lead and grow.

• The above-listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

What We’re Looking For

Must Haves: 

• 5 to 7+ years working experience in non-profit management or hospitality environments

• Proven leadership experience 

• Exemplary presentation and oral communication skills 

• Experienced in effective staff training and skill building within diverse teams

• Proven track record in developing, implementing, and evaluating guest programs tailored to diverse audiences 

• Bachelor's degree in business, Education, Biology, Zoology, Communications, Ecology, Environmental Education or other related fields (additional equivalent work experience may be substituted for a degree)

• Demonstrated experience in effective communications with diverse audiences including families, youth, and adults from a variety of backgrounds 

• Strong organizational skills with the ability to manage multiple projects, prioritize tasks, and meet deadlines while communicating effectively 

• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, for program coordination and communication 

• Must be able to work a flexible schedule including occasional weekend and after-hour events. 

Nice-to-Haves: 

• Experience in an AZA institution and familiarity with AZA standards

• Experience working with or overseeing volunteers

• Experience working with Ambassador programs and/or animal husbandry & management 

• Experience working with program accessibility and inclusion

• Have or be able to acquire a valid, state-issued driver’s license

Physical Requirements: 

• Frequent standing and walking

• Ability to lift and carry objects up to 20 pounds

• Bending, kneeling, and reaching occasionally required

• Frequent use of hands and arms to operate office equipment and manual tools

• Occasional climbing of stairs

• Visual ability to read, write, and operate standard office machinery

• Primarily indoors with occasional exposure to other work environments

• Minimal exposure to environmental hazards, although tasks may involve occasional noise or vibration

Environmental Conditions:

• Primarily indoors with occasional exposure to other work environments.

• Minimal exposure to environmental hazards, although tasks may involve occasional noise or vibration.