Engagement Manager

Denver Zoo Conservation Alliance•Denver, CO

2d•Onsite

About The Position

Denver Zoo Conservation Alliance (DZCA) is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations.  DZCA honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, Curious, United, Courageous, and Transformative in all that we do. The Engagement Manager advances DZCA’s mission and goals by supporting the vision and priorities of the Director of Engagement and Entertainment by shaping and supporting the highly skilled staff members; leading and mentoring part-time, full-time, seasonal staff and volunteers in facilitation skills; and ensuring engagement staff are evaluated and supported to consistently be able to deliver experiences that exceed guest expectations in alignment with DZCA’s mission, strategic plan, and One Zoo Team culture. Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, DZCA is the place for you!

Requirements

Completion of a two-year degree in Interpretation/Education, Hospitality/Tourism, Experience Design, Non-Profit Management, or a related field is preferred; however, any equivalent combination of education and relevant experience that demonstrates the knowledge and skills necessary to perform the position will be considered.
Requires a minimum of two years of experience in public engagement, guest experience, interpretation, education, and/or program development, including supervisory experience. Experience working in a high-volume attraction such as an amusement park, zoo, aquarium, museum, or science center is preferred.
An equivalent combination of professional experience, lived experience, and/or special skills that demonstrate the ability to successfully perform the role will also be considered.
Ability to lead large-scale guest engagement strategies that combine live interpretation, entertainment, storytelling, and immersive experiences to create memorable, mission-driven connections between audiences, wildlife, and conservation.
Expertise in managing diverse public programs that enhance guest satisfaction, advance conservation messaging, and support earned revenue goals.
Proven ability to lead and inspire multidisciplinary teams, including interpretive staff, while collaborating across departments to deliver cohesive, inclusive, and high-quality guest experiences.
Proven computer skills, including proficiency in Microsoft Office Suite, scheduling, and incident reporting platforms, are required.
Requires collaboration, organizational skills, written and oral communication skills, attention to detail, and the ability to prioritize work and tasks.
Requires adaptability to produce and meet deadlines in a fast-paced, multi-tasking, and changing environment, and the ability to work independently and as part of a team.
Must have superior negotiation skills and the ability to handle sensitive information with diplomacy.
Must be a recognized communicator and considered to be a developer, coach, and mentor who is comfortable working with a broad cross-section of people in direct and matrixed relationships.
Ability to pass a background check and pre-employment drug and alcohol screen

Nice To Haves

Experience working in a high-volume attraction such as an amusement park, zoo, aquarium, museum, or science center is preferred.
Experience with AV control systems is preferred.
Certification or professional training from the National Association for Interpretation (NAI), such as Certified Interpretive Planner, Certified Interpretive Manager, Certified Interpretive Guide preferred. IBCCES or comparable sensory-inclusive experience certification preferred.

Responsibilities

Provide direct supervision, mentorship, and professional development support for part-time staff, with a focus on skill growth and storytelling excellence.
Partner with Engagement and Entertainment managers to lead a department that values cross-program support, matrix management, and integrated guest experiences.
Lead the hiring, onboarding, training, and supervision of variable part-time and seasonal staff.
Oversee the onboarding, training, and coaching of Ambassador Guest Experience volunteers, emphasizing playful engagement, adaptable storytelling, and meaningful guest connection. Work in conjunction with Conservation Learning to support Docent training and skill development.
Create and deliver periodic skills-based training for staff and volunteers to create proactive “moments of wow” that spark curiosity, delight, and build empathy for wildlife.
Provide ongoing coaching, mentoring, and behaviorally specific feedback to strengthen interpretive skills, public speaking abilities, and guest engagement techniques to part-time staff, volunteers, and cross-departmentally as requested.
Support departmental and zoo-wide professional development initiatives, including ROADMAP training, coaching, and mentoring focused on storytelling, audience connection, and experiential engagement.
Supervisory contact for 20-50 part-time staff members.
Hours tracking and payroll responsibilities for part-time staff.
Work in active collaboration with Human Resources and other cross-departmental partners in providing leadership to variable part-time staff and seasonal staff.
Administrative oversight of escalated staff issues and documentation.
Foster a culture of trust, joy, respect, experimentation, and collaboration among staff and volunteers.
Work collaboratively with the Director of Engagement and Entertainment and the Interpretive Manager to propose and manage the department's annual budget, including both expenses and revenue.
Oversee budgets, revenue, and expenditures for a diverse portfolio of engagement and revenue-generating programs, ensuring resources are used strategically to support high-quality guest experiences.
Identify opportunities to improve processes, efficiency, and sustainability while protecting the fun and experiential quality of programs.
Write and contribute to grant proposals and reports that support engagement programming and innovation.
Create staffing budget based on zoo-wide collaborative considerations for variable part-time staff needs.
Champion cross-team collaboration by facilitating support and shared learning across engagement, interpretation, entertainment, and education programs.
Collaborate with corporate and nonprofit partners to enhance the reach, creativity, and impact of engagement programs.
Manage regular reporting processes, compiling program, financial, and impact data for a variety of internal and external audiences.
Other assistance, as designated by manager, to support the overall goals of the department and organization.  DZCA retains the right to add or change duties and/or responsibilities at any time.
Acts as a good steward of the DZCA's resources.
This position will interact with managers at all levels and staff members across the organization, in addition to members of external organizations. 
The nature of this position requires safeguarding against the release of confidential and proprietary information of DZCA.