Director of Experiential Guest Services

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Take charge of the strategy, growth, and performance of SSA's experiential guest offerings, which include attraction guest photography, face painting, temporary tattoos, caricature artists, and emerging service lines.

• Develop the experiential services business line from initial concept to full execution.

• Create the operating model, establish service standards, define staffing structures, develop workflows, and set quality benchmarks.

• Identify and pursue opportunities for expansion across both existing and potential partner locations.

• Construct business cases and present new experiential programs to partners and executive stakeholders.

• Oversee the launch of new programs from the proposal stage to opening.

• Set and achieve revenue and margin targets, accurately forecast results, and implement corrective actions when performance deviates from the plan.

• Establish standards for equipment, technology, and inventory management.

• Evaluate and manage vendor relationships, imaging platforms, and sourcing of equipment.

• Enhance per-capita spending through pricing strategies, package design, product mix, upselling, and venue placement.

• Collaborate with the Growth team on promotional strategies, merchandising, and campaigns.

• Recruit, train, and cultivate talent within the team.

• Develop training programs, key skills, and career pathways in partnership with the People Department.

• Act as the primary contact for experiential services with General Managers and Regional Vice Presidents.

• Ensure program alignment with each partner’s brand and guest expectations.

• Travel frequently to partner institutions, including weekends and peak operational periods.

⛳️ Requirements

• Previous experience managing an attraction guest photography business with direct responsibility for revenue and operational performance.

• Strong understanding of experiential guest services, including guest photography, face painting, temporary tattoos, caricature artists, and similar offerings.

• Proven success in building a business line or program from the ground up.

• Experience in P&L ownership, encompassing budgeting, forecasting, and achieving revenue and margin targets.

• Demonstrated capability to develop new business and effectively present to partner and executive stakeholders.

• Experience in leading distributed, multi-site teams and managing seasonal or high-turnover workforces.

• Background in cultural attractions, zoos, aquariums, museums, or similar guest-facing hospitality settings.

• Bachelor’s degree in business, hospitality, marketing, or a related field preferred, or an equivalent combination of education and demonstrated leadership experience.

• Regular travel to partner institutions, including weekends and peak operational periods.

• Ability to walk and tour venues for extended durations.

• Flexible availability during peak seasonal periods as required by the business.

🏝️ Benefits

• $75 monthly cell phone stipend.

• Eligibility for bonuses based on company performance and guidelines set by your manager.

• Flex Time Off with no accruals; employees are encouraged to take time off as needed within the scope of the business.

• Medical, Dental, Vision, Life Insurance, and other voluntary benefits available for you and your family; employee premiums apply.

• Participation in a 401(k) plan with a 15% company match, subject to eligibility requirements.

• Employer-sponsored Short-Term Disability and Long-Term Disability benefits.

• Parental Leave: The Birthing Parent Plan provides up to 6–8 weeks of fully paid leave.

• SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons.

• Up to 5 days of Paid Bereavement Leave.

• On-Demand Pay Program.

• Meal Plan and Employee Discounts where applicable.

• Paid sick leave in accordance with applicable state and local laws.