Nestled in the heart of downtown Phoenix, the Japanese Friendship Garden of Phoenix (Rohoen) is a living symbol of the sister-city relationship between Phoenix and Himeji, Japan offering a place of serenity, peace, education, and cultural engagement. Guided by core values of authenticity (sharing the essence of a Japanese garden), tranquility (creating space for serenity), beauty (inspiring through nature and art), education (building cultural connections through engagement and learning), tradition (honoring Japanese history and culture), quality (ensuring mindful attention to detail), community (engaging with our neighbors and partners), and hospitality/omotenashi (caring deeply for every relationship), Rohoen serves as both a treasured cultural destination and a welcoming gathering place for the Phoenix community and visitors alike.

Reports to: Executive Director
Classification: Full-Time, Exempt
Location: On-site – Phoenix, AZ
Salary Range: $55,000 – $70,000 annually
Schedule: Occasional evenings/weekends required for events and board meetings

Position Summary

The Director of Operations is responsible for overseeing the day-to-day operations of the Garden, ensuring efficient, high-quality execution across all departments. This role drives operational performance, supports revenue-generating activities, and ensures that systems, processes, and teams are aligned to deliver an exceptional visitor experience.

This position serves as a key member of the leadership team, partnering with the Executive Director to implement strategic priorities while maintaining accountability for operational outcomes, team coordination, and organizational effectiveness.

Key Responsibilities

Operational Leadership & Oversight

• Oversee daily operations across visitor services, events, horticulture/garden operations, education/programming, and facilities
• Ensure consistent execution of policies, procedures, and service standards

• Monitor operational performance and address gaps in efficiency, staffing, and service delivery
• Support staffing plans, scheduling, and resource allocation during peak seasons and major events

Operational Execution & Performance Management

• Drive execution of earned revenue strategies (admissions, memberships, rentals, events)
• Monitor key performance indicators (attendance, revenue, customer experience, program participation)
• Identify operational inefficiencies and implement process improvements
• Ensure initiatives are executed effectively and deliver measurable results

Financial & Resource Management

• Support development and oversight of operational budgets
• Monitor expenses and resource allocation to align with organizational goals
• Identify opportunities to improve cost efficiency while maintaining quality and guest experience

Team Leadership & Cross-Functional Alignment

• Provide leadership and support to department managers
• Foster accountability, collaboration, and clear communication across teams
• Partner with leadership on performance management and staff development
• Promote a culture aligned with the Garden’s values, including hospitality and attention to detail

Executive Partnership

• Partner with the Executive Director to implement strategic priorities through operational execution
• Provide regular updates on operational performance, risks, and resource needs
• Support leadership meetings with a focus on execution and accountability

 Board & External Support

• Support preparation of operational reports for board and committee meetings
• Represent the organization professionally with partners and stakeholders as delegated

Measures of Success

• Efficient, well-coordinated daily operations across all departments
• Strong visitor experience and consistent service delivery
• Achievement of revenue and attendance goals
• Effective staffing, scheduling, and resource utilization
• Continuous improvement in operational systems and workflows

Qualifications

Required

• 2+ years of experience in operations, program management, or nonprofit leadership
• Experience managing operations, teams, or multiple functional areas
• Demonstrated success improving operational performance and efficiency
• Strong communication and leadership skills
• High level of discretion and sound judgment

Preferred

• Experience in a cultural institution, museum, botanical garden, or visitor-serving nonprofit
• Experience managing budgets and operational metrics
• Familiarity with nonprofit revenue streams (memberships, admissions, philanthropy, rentals)
• Experience with project management or operational systems (Asana, Salesforce, etc.)

Core Competencies (Values-Aligned)

• Authenticity – Honors the Garden’s purpose and cultural integrity
• Tranquility & Hospitality (Omotenashi) – Creates a calm, guest-centered environment
• Quality – Detail-oriented with strong follow-through

• Community – Builds relationships across staff, volunteers, and stakeholders
• Education & Tradition – Supports cultural learning and engagement