Karen Burns has worked in the field of informal education at the Virginia Aquarium & Marine Science Center since 1993. In her current role as the Guest Engagement Supervisor, she oversees the general experiences for ticketed guests, addressing and resolving customer service issues, and identifying gaps and opportunities that improve the guest experience. Her responsibilities include facilitating the development, implementation, and evaluation of daily programs, Behind the Scenes tours, and special events for ticketed guests. She actively evaluates, identifies, and drives all high-level guest engagement opportunities to improve the guest experience, including but not limited to educational programming, animal encounters, interactive experiences, individual guest engagement, and improvements to existing exhibits. She supervises and develops direct reports including 20 + staff, volunteers, and interns to ensure the delivery of quality educational and interactive experiences.