Chief Experience Officer (CXO) - AMERICAN PUBLIC GARDENS ASSN

Administrative & Finance
Posted On November 25, 2024

Position Title: Chief Experience Officer (CXO)
Hours: Full-time (35-hour work week); Hybrid (3 days in office / 2 days Telecommute)
Role Classification: Regular w/ Benefits
Exemption: Exempt
Reports to: Chief Executive Officer (CEO) Salary: $165,000-$185,000

POSITION SUMMARY

The Chief Experience Officer (CXO) is a new position, serving as a key leadership team member and an active participant in making strategic decisions for the Gardens of Golden Gate Park. The CXO is instrumental in defining how visitors connect with the mission through innovative engagement, education and interpretive opportunities, and ensuring the highest standard in the visitor experience. Overseeing education, interpretation, public programs, retail operations, visitor experience, and admissions, this position is a critical team leader to ensure cohesive visitor programs. Driving increased earned revenue and advancing the Gardens’ strategic justice, equity, diversity, and inclusion (JEDI) goals through new programs and partnerships will be critical to the CXO’s success.

Reporting to the CEO, the CXO leads visitor engagement strategy and ensures cross-organizational alignment with a visitor-centric approach. This position requires a data-driven, results-oriented leader whose passion for the organization’s mission is matched with strong tactical leadership, outstanding interpersonal skills, nimble decision-making in the face of complex challenges, and a proven track record in handling complex operations.

About Us

The mission of Gardens of Golden Gate Park is to connect people to plants, the planet, and each other. Gardens of Golden Gate Park is a public/private partnership between the San Francisco Recreation & Park Department (RPD) and the San Francisco Botanical Garden Society (SFBGS) to jointly operate the Conservatory of Flowers, Japanese Tea Garden, and San Francisco Botanical Garden.

Duties & Responsibilities

PRIMARY RESPONSIBILITIES

1. Provide leadership in collaboration with the CEO, Leadership Team, Board of Directors, and RPD on long-term planning that supports sustainable growth of the organization.
2. Build action plans that drive attendance and build earned revenue support for the Gardens in alignment with the Lease and Management Agreement, Strategic Plan, and JEDI goals.
3. Serve as a strategic leader and a member of the Leadership Team in establishing policies, developing creative solutions, and representing a unified voice for the strategic direction of the Gardens.
4. Oversee the work of multiple departments – Visitor Experience, Public Programs, Education, Library, Retail, and Events – and ensure alignment with strategic goals.
5. Analyze attendance and revenue results and forecast annual and long-term projections for use in organizational financial planning. Ensure planning is data-driven and use research techniques to evaluate success and report regularly to peers, staff, and board on the tangible results of program efforts.
6. Professionally and effectively, represent the Gardens to external audiences, as needed to build the brand visibility and financial support that advances the mission.
7. Create cross-departmental engagement opportunities and build internal relationships to reinforce a visitor-centric experience.
8. Ensure that vendors and exhibitors represent the highest quality visitor experience and codify the relationships through written agreements.
9. Support the creation of annual department budgets and plans including both operations and staffing, within three-year plans.
10. Hire, train, manage, evaluate, develop, and supervise Experience Team staff with an emphasis on succession and professional development; lead team members in setting work goals and maintaining accountability for goal achievement.
11. Develop, lead, and directly engage in cross-departmental programs and projects, especially major events such as the annual Flower Piano music festival.
12. Oversee effective and accurate use of CRM database and other relevant technology, including meeting organization-wide standards for use.
13. Work with the Finance team to ensure that all administrative requirements are completed in a timely fashion.
14. Collaborate closely with the Advancement team to ensure program work is aligned with institutional messaging and brand standards, as well as fundraising goals.

Education and Experience

EXPERIENCE & QUALIFICATIONS

1. A Bachelor’s Degree is required. An advanced degree and/or specialized training is ideal.
2. ORGANIZATIONAL MANAGEMENT EXPERIENCE – Direct experience serving as a member of a leadership team, with a proven track record of successfully implementing organizational vision and strategy.
3. VISITOR EXPERIENCE – At least 10 years directly working in one or more of the following: visitor services, education, events, public programs, retail, etc.
4. PEOPLE, PROJECT, AND PROGRAM MANAGEMENT SKILLS – Exemplary people management skills, strategic leadership abilities, and the ability to link the development of people with achievement of organizational outcomes.
5. LEADERSHIP – Flexible, energetic, and outcomes-oriented self-starter who brings a creative approach to solving problems.
6. JUSTICE, EQUITY, DIVERSITY, AND INCLUSION (JEDI) – Demonstrate a passion for advancing organizational JEDI objectives.
7. COMMUNICATION SKILLS – Exceptional oral and written communication skills.
8. DECISION MAKING – Well-honed ability to independently anticipate and analyze situations.
9. TECHNOLOGY EXPERTISE – Strong capacity for using sales software, databases, and CRM systems.
10. AVAILABILITY – Maintain a flexible work schedule that includes evenings and weekends.

Additional Information

ADDITIONAL EXPECTATIONS

1. SUPERVISORY RESPONSIBILITIES – The positions that will report directly to the CXO are: Director of Education, Library Director, Associate Director of Visitor Experience, Associate Director of Events, Senior Program Manager, Volunteer Program Manager, Interpretive Program Manager, and Retail Manager.
2. Willingness to accommodate a flexible work schedule, including evenings, weekends, moving between sites, and occasional travel.
3. Regularly work at least 3 days a week onsite, and more as the organization’s needs evolve.
4. Must be able to engage in a range of physical activity, including standing or sitting at a desk and computer, walking (sometimes on uneven surfaces) and working outside in varying weather conditions – all for extended periods of time.