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About the Role

The Senior Manager of Visitor Experience is a critical leadership role responsible for the day-to-day performance of a 25-person team across three garden sites, delivering over $8.2M in annual admissions revenue and serving more than 1.4 million visitors each year. This is a hands-on general management role responsible for the full operational cycle: staffing and scheduling, service standards, visitation and revenue tracking, and the physical visitor experience across three distinct and active public venues open 365 days a year. They supervise the Manager of Visitor Experience, and through the manager, a team of Visitor Experience Leads and Associates who are the face of the Gardens every day. The Senior Manager is also the Gardens’ primary day-to-day liaison with the San Francisco Recreation & Parks Department on matters of visitor services, ticketing, amenities, safety, and accessibility. This role is a strong operational quarterback: someone who keeps the operation running, builds the team’s capacity, and elevates performance across a large, complex, public-facing operation.

Responsibilities

Run a one-team, three-site operation, responsible for staffing, scheduling, service standards, and operational continuity across the Conservatory of Flowers, Japanese Tea Garden, and San Francisco Botanical Garden.
Drive admissions revenue, managing over $8.2M in annual admissions revenue, forecasting performance, tracking actuals against targets, and surfacing growth opportunities.
Build systems that make excellence repeatable by developing and maintaining standardized operating procedures and train-the-trainer playbooks.
Lead and develop the team, managing, coaching, and supporting the Visitor Experience Manager, Leads, Associates, and volunteers.
Set the standard for visitor-first service by modeling and embedding a visitor-centric culture and developing workflows for handling visitor inquiries.
Leverage data and technology to improve the visitor journey, turning visitor feedback into operational practice and maximizing ticketing POS and CRM systems.
Maintain and improve public-facing interfaces including all operational signage and collaborate with Marketing to ensure the Gardens’ website is effective and up to date.
Serve as the Gardens’ primary operational liaison with SF Rec & Park on visitor services, ticket pricing, public amenities, safety, and accessibility.

Requirements

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.
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.
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.
Able to 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.

Skills

Financial acumen
Stakeholder management
Operational discipline
Interpersonal skills
Communication skills
Analytical skills
Attention to detail
Solutions orientation
Judgment under pressure
Collaborative relationship building
JEDI commitment
Equity lens leadership
Visitor experience focus
Ticketing POS systems
Workforce management tools
Microsoft Office suite
Asana

Location

San Francisco

Work Type

Full-time
Onsite

Experience Level

Senior
4+ years

Education Level

Bachelor’s degree in business, liberal arts, social sciences, or a related field.
Degrees and/or certificates in hospitality and tourism.

Salary/Compensations

$90,000 - $99,000

Benefits

Regular with Benefits

About the Company

The Gardens of Golden Gate Park unite three historic gardens—the landmark Conservatory of Flowers (1879), the Japanese Tea Garden (1894), and the 55-acre San Francisco Botanical Garden (1940)—featuring more than 10,000 different kinds of plants from around the world.
Our pioneering public-private partnership between the San Francisco Recreation & Parks Department and San Francisco Botanical Garden Society combines the city's expertise in horticulture and facilities with the nonprofit’s strengths in visitor experience, education, philanthropy, membership, marketing, curatorial services, interpretation, and community engagement.
Together, we connect people to plants, the planet, and each other, cultivating an internationally renowned destination where conservation, natural beauty, and community flourish.

Equal Opportunity

Gardens of Golden Gate Park is an equal opportunity employer and encourages candidates with diverse backgrounds and experiences to apply.
We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national original, age (40 or older), disability, genetic information, or any other category protected by law.