Title:  Visitor Operations Manager

Tātaki Auckland Unlimited (TAU) is Auckland’s cultural, events and destination agency. It enriches the cultural life and vibrancy of Auckland through events, experiences and taonga (treasures). Its work connects communities, celebrates identity and grows Auckland’s reputation as a world-class place to live, visit and belong. TAU is a proud Auckland Council-controlled organisation. 

He angitūtanga: The opportunity

Auckland Zoo is a community-serving cultural organisation with a mission to ‘bring people together to build a future for wildlife’. Through science, learning & training, and strengthening our relationship with Te Ao Māori, we strive for excellence in animal care & welfare, conserve wildlife in the wild and nurture a lifelong connection with nature to enhance the well-being of our communities. We are looking for a one-year fixed term, full time Visitor Operations Manager to join the Conservation Advocacy and Engagement Department. The senior manager role reflects the Zoo’s strategic roadmap to build meaningful and inspirational connections with diverse audiences to deliver impactful conservation and social outcomes.

The role reports to the Head of Conservation Advocacy and Engagement and will manage two Duty Operations Managers direct reports, and lead the wider visitor operations team. The Visitor Operations Manager role strategically leads Auckland Zoo’s Visitor Operations to deliver exceptional, inclusive visitor experiences that support conservation advocacy and engagement. This senior role oversees all front-of-house services, including Cashiers, Concierge, Information Centre, Membership Hub and Retail, ensuring high standards of customer service while achieving visitation and revenue targets. Responsibilities include:

• Leading the Visitor Operations team and managing Duty Operations Managers with clear KPIs.
• Driving recruitment, training, and rostering to maintain service excellence.
• Developing and implementing Visitor Operations policies and procedures.
• Growing and championing team-wide training and professional development.
• Collaborating across the Conservation Advocacy & Engagement department on projects and programmes.

This is an Extended Lead Team (ELT) level position, which will include Officer in Charge and other ELT responsibilities.The role is 40 hours per week, with some evening and public holiday hours required to manage and deliver the portfolio.  This role involves regular weekend work.

Click this link to access the position description

He kōrero mōu: About you

It is essential that you have a degree or relevant experience in this field/discipline. In addition, we are looking for candidates with the following attributes:

• Extensive experience in visitor experience and engagement - strategic development and operational management
• Experience in developing high-performing customer service teams
• Extensive experience in developing, implementing team professional development plans and activities
• A minimum of five years' relevant experience in a middle or senior management role
• Passion, skills and extensive experience in strategic development and operational management of customer service and visitor operations
• Knowledge and experience in budget management and delivering on financial and mission-driven KPIs
• Committed to continuing to strengthen their relationship with Te Ao Māori

Ngā āhuatanga kei a mātou: What we offer

This is a full-time opportunity, working 40 hours a week. We offer a competitive remuneration package, generous holiday allowance, and the pleasure of working in an award-winning Zoo. You will also have access to the full range of Tātaki Auckland Council benefits – we have a range of discounts and deals with corporate suppliers which cover financial services, health, retail and hospitality discounts to name a few. To find out more, click this link

We're a hard-working close-knit team that are passionate about Auckland Zoo’s mission to build a future for wildlife and wild places, and we’re looking for like-minded individuals that share our values.

Apply now via our careers site or using the button below, and ensure you attach a bespoke covering letter that is written for this position. We want to know why you're interested in this role and what makes you a great fit!

For more information on Auckland Zoo, please visit https://www.aucklandzoo.co.nz/ 

Salary range: $105 to 110K per annum, based on skillset and experience.

Tono mo te mahi/To Apply

• Please provide a bespoke cover letter (max 1 page) and a concise CV (max. 3 pages)
• You do not need to add your roles in the non-mandatory fields if your CV is up to date.
  
  

Applications close Friday 30 January 2026

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Tātaki Auckland Unlimited is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.