Chief Experience Officer (CXO)

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Riverbanks Zoo and Garden

Chief Experience Officer (CXO)

About Riverbanks Zoo and Garden:

Riverbanks Zoo and Garden is consistently recognized as one of the top zoos in the country. As the most visited zoo in the southeast, Riverbanks welcomes more than one million guests each year.

Renowned for its immersive animal habitats, award-winning botanical garden, and commitment to conservation, education, and community engagement, Riverbanks creates meaningful experiences that inspire people to protect wildlife and wild places.

To support this next chapter, Riverbanks is introducing a newly created executive leadership role dedicated to elevating and integrating the guest experience across the entire organization.

Position Summary:

The Chief Experience Officer (CXO) serves as a key member of the executive leadership team, responsible for leading the day-to-day operations that define the Riverbanks guest experience. This role ensures that every interaction from arrival to departure is seamless, engaging, and aligned with the organization's mission and brand promise.

Sitting at the intersection of mission and experience, the CXO translates Riverbanks' purpose into memorable moments that deepen connection, inspire action, and resonate long after a visit ends. The CXO is accountable for operational excellence across all guest-facing functions while driving innovation, engagement, and ensuring that educational programming and interpretive experiences are seamlessly integrated into the overall guest journey and reinforce Riverbanks' conservation mission.

Reporting directly to the President & CEO, the CXO works in close partnership with the Chief Administrative Officer (CAO) and Chief Strategy Officer (CSO) to align operational execution with strategic priorities and organizational goals. Together, this executive team advances the vision and direction of Riverbanks, ensuring a unified and mission-driven approach across the campus.

Role Impact:

The CXO brings this vision to life by leading and inspiring a diverse set of teams responsible for the full guest journey from first impression to lasting memory. This leader ensures a cohesive, high-quality, and mission-aligned experience across all touchpoints, balancing operational excellence with creativity, education, and innovation.

The CXO directly oversees a broad portfolio of guest-facing operations, including:

• Admissions
• Attractions
• Grounds and Housekeeping (Environmental Services)
• Safety and Security
• Transportation (includes The Saluda Skyride an aerial tramway connecting the East and West Campus)
• Signature Event Operations
• Concessions, Catering, Facility Rental, and Retail through a third-party vendor partnership
• Educational programming and interpretive experiences

Essential Functions:

• Lead and align high-performing teams, establishing a clear vision, priorities, and accountability to deliver a consistently exceptional guest experience aligned with Riverbanks' mission and strategic plan.
• Oversee all day-to-day park operations, ensuring a safe, efficient, and engaging environment for guests, staff, and volunteers.
• Champion and model a culture of hospitality, inclusion, and accountability that empowers teams to deliver memorable and meaningful experiences.
• Design, deliver, and continuously improve a world-class, mission-driven guest experience across daily operations, educational programming, and signature events.
• Partner closely with the CAO and CSO to ensure alignment between operational execution, strategic initiatives, and organizational priorities set by the President & CEO.
• Develop and manage departmental budgets, strategically allocating resources to maximize impact, efficiency, and guest engagement.
• Strengthen and oversee partnerships with third-party vendors to ensure high-quality, on-brand food, beverage, and retail experiences.
• Utilize data, guest insights, and industry best practices to drive continuous improvement in satisfaction, attendance, and revenue performance.
• Oversee the development and execution of high-quality events and programs that enhance engagement and support organizational goals.
• Build and maintain strong relationships with board members, employees, volunteers, donors, and community leaders.
• Provide strategic support to the President & CEO in advancing experience-focused initiatives and communicating impact related to attendance, engagement, and mission delivery.
• Contribute to organization-wide initiatives that advance Riverbanks' mission and long-term strategic priorities.

Education and Experience:

Bachelor's degree in Hospitality Management, Business Administration, Education, Nonprofit Management, or a related field, or an equivalent combination of education, training, and experience.

The ideal candidate:

5+ years of senior leadership experience in guest experience, attractions, cultural institutions, or a related industry

Proven success leading complex, multi-functional operations.

Demonstrated ability to build and lead high-performing teams.

Experience managing budgets and translating strategy into operational execution.

A track record of measurable improvements in guest satisfaction, engagement, and attendance.

The ideal candidate is both an analytical thinker and an inspiring operator, someone who can see the big picture while shaping the details that define a guest's experience. They lead with clarity, presence, and purpose, and are skilled at influencing across all levels of an organization.

This leader is collaborative, solutions-oriented, and thrives in dynamic environments where innovation and continuous improvement are expected. They are energized by the opportunity to elevate team performance, strengthen operational excellence, and create experiences that connect people more deeply to mission-driven work.

A passion for conservation, education, and meaningful public engagement, paired with a forward-thinking approach and commitment to excellence, will distinguish the strongest candidates.

Why Riverbanks:

At Riverbanks Zoo and Garden, every experience is an opportunity to spark wonder, deepen connection, and inspire action to protect wildlife and wild places. As we continue to grow, we are intentionally investing in how those connections come to life across every touchpoint.

This is a rare opportunity to step into a newly created executive role and help shape the future of guest experience at one of the nation's leading zoos-bringing vision, alignment, and energy to how we welcome, educate, engage, and inspire our community.

If you are passionate about creating meaningful moments, leading high-performing teams, and translating mission into experiences that truly resonate, we invite you to explore this opportunity.

Salary

Commensurate with Experience

How to Apply

Please apply directly through our webpage:

https://www.riverbanks.org/join-our-team/job-opportunities

Riverbanks Zoo and Garden

500 Wildlife Parkway

Columbia, SC 29210

Phone: 803-779-8717

Visit our website

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