Visitor Operations Manager IS-0301-14

OPEN DATE: 10/10/2025

CLOSING DATE: 10/24/2025

POSITION TYPE: Trust Fund

APPOINTMENT TYPE: Permanent

SCHEDULE: Full Time

DUTY LOCATION: Washington, DC

Position sensitivity and risk: Non-sensitive (NS)/Low Risk

• Open to all qualified applicants

What are Trust Fund Positions?

Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the Smithsonian endowment, revenue from our business activities, donations, grants and contracts. Trust employees are not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust positions are generally the same as for federal positions and in many cases trust and federal employees work side by side. Trust employees have their own benefit program, which may include Health, Dental & Vision Insurance, Life Insurance, Transit/Commuter Benefits, Accidental Death and Dismemberment Insurance, Annual and Sick Leave, Family Friendly Leave, 403b Retirement Plan, Discounts for Smithsonian Memberships, Museum Stores and Restaurants, Credit Union, Smithsonian Early Enrichment Center (Child Care), Flexible Spending Account (Health & Dependent Care).

Conditions of Employment

• Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.
• Complete a Probationary Period.
• Maintain a Bank Account for Direct Deposit/Electronic Transfer.
• The position is open to all candidates eligible to work in the United States. Proof of eligibility to work in U.S. is not required to apply. Authorized to work in the U.S. without sponsorship.

The National Zoo and Conservation Biology Institute (NZCBI) seeks a dynamic and strategic Visitor Operations Manager to lead all aspects of visitor experience across our facilities. This senior role oversees Visitor Services, Education, and Visitor Revenue Services, ensuring a welcoming, engaging, and mission-aligned experience for millions of annual guests.

The ideal candidate is a collaborative leader who thrives in complex, multi-functional environments. Someone who can balance operational excellence with innovation, data-driven improvement, and a deep commitment to visitor satisfaction.

Program Leadership: Directs planning and implementation of visitor-facing operations, including visitor services, education, and in-park revenue programs. Develops strategies and policies to improve visitor experience, streamline operations, and enhance performance using data-informed methods.

Stakeholder Engagement: Partners with NZCBI and Smithsonian leadership to design and evaluate initiatives that elevate the visitor experience. Leads cross-functional teams, collaborates with local and institutional partners, and advises senior management on operational effectiveness and strategic improvements.

People Management: Supervises a multidisciplinary staff and subordinate supervisors. Establishes priorities, allocates resources, oversees staff development, and ensures equitable performance management. Promotes a culture of inclusivity, accountability, and continuous improvement.

Operational Excellence: Ensures compliance with safety, quality, and institutional standards. Oversees integration of automated systems to improve efficiency and visitor engagement. Manages budgets, justifies resources, and secures additional funding opportunities as needed.

A qualified candidate must possess 10 years of specialized experience. Specialized experience is defined as:

• Mastery of strategic management and operational planning principles related to visitor services, education, and revenue operations.
• Strong knowledge of financial and resource management, budgeting, and cost control.
• Proven leadership and supervisory experience with diverse teams in a mission-driven organization.
• Demonstrated ability to interpret data and metrics to evaluate and enhance program performance.
• Exceptional communication, negotiation, and stakeholder engagement skills

Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.

Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.

Join us in "Inspiring Generations through Knowledge and Discovery."

Resumes should include a description of your paid and non-paid work experience that is related to this job; starting and ending dates of job (month and year); and average number of hours worked per week.

What To Expect Next: Once the vacancy announcement closes, a review of your resume will be compared against the qualification and experience requirements related to this job. After review of applicant resumes is complete, qualified candidates will be referred to the hiring manager.

Relocation expenses are not paid.

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

To learn more, please review the Smithsonian's Accommodation Procedures.

The Smithsonian Institution is an Equal Opportunity Employer. To review the Smithsonian's EEO program information, please click the following:

The Smithsonian's National Zoo and Conservation Biology Institute (NZCBI) leads the Smithsonian's global efforts to save species, better understand ecosystems, and train future generations of conservationists. Founded in 1889, NZCBI is part of the Smithsonian Institution, the world's largest museum and research complex. Its two campuses are home to more than 2,100 animals, including some of the planet's most critically endangered species. NZCBI's employees, located in the nation's capital, Front Royal, Virginia, and worldwide, are leaders in conservation, care, exhibition, and research of wildlife and habitats.