Visitor Experience Operations Manager

Job Title: Visitor Experience Operations Manager

Location: Hattiesburg Zoo & Serengeti Springs

Reports To: Director of Guest Services & Retail

Employment Type: Full-Time (Weekends & Holidays Required)

Position Summary

The Guest Services & Retail Manager plays a key leadership role in delivering exceptional guest experiences at Hattiesburg Zoo & Serengeti Springs. This position oversees all retail and guest services operations, including ticketing and merchandise, while managing and developing a high-performing frontline team. The ideal candidate is an organized, guest-focused leader with strong retail operations experience and a passion for teamwork, training, and service excellence.

Key Responsibilities

Leadership & Team Management

• Directly supervise the Retail & Ticketing Coordinator, Retail & Ticketing Lead Staff, and Guest Services Staff
• Ensure all staff are properly onboarded, trained, and equipped to deliver outstanding guest service
• Provide coaching, performance feedback, scheduling support, and ongoing staff development
• Foster a positive, professional, and guest-first team culture

Retail & Ticketing Operations

• Oversee daily retail and ticketing operations to ensure efficiency, accuracy, and excellent guest interactions
• Manage inventory control, stock levels, receiving, and organization of retail merchandise
• Lead buying and purchasing of retail items, including product selection, ordering, and floor sets
• Maintain visually appealing retail spaces through effective merchandising and floor presentation
• Ensure cash handling procedures, POS accuracy, and operational policies are followed

Guest Experience Excellence

• Serve as a visible leader on the floor, supporting staff and resolving guest concerns when needed
• Uphold high service standards across all guest touchpoints
• Collaborate with the Director of Guest Services & Retail to enhance guest satisfaction and operational effectiveness

Operational Support

• Assist with special events, seasonal operations, and peak attendance periods
• Ensure compliance with safety, operational, and organizational policies
• Comfortable standing and working on the for extended periods of time
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Required Qualifications

• Experience in retail operations and inventory management
• Buying and purchasing experience, including merchandising and floor sets
• Proven management and leadership experience
• High school diploma required; Bachelor’s degree in a related field preferred
• Strong organizational, communication, and problem-solving skills
• Ability to work weekends, holidays, and varied schedules
• Physically able to stand for long periods and work in a fast-paced environment

Preferred Skills & Attributes

• Guest-focused mindset with a passion for service
• Strong attention to detail and operational consistency
• Ability to motivate, train, and lead diverse teams
• Adaptable, proactive, and solution-oriented