Director, Guest Experience

Position Overview The Director, Guest Experience will lead the development, implementation, and execution of the stadium's guest experience strategy, ensuring every visitor receives a welcoming and seamless experience. As a key member of the stadium team this individual will establish guest service standards, training programs and operating procedures, while overseeing ticket takers and guest service representatives. This role will outline the staffing models and hiring process for each event. The Director will collaborate closely with Event Operations, Security, Food & Beverage, Premium Services and Ticketing teams to deliver world‑class experiences across all event types including sports, concerts, festivals, and community programming. What You’ll Do Strategic & Functional Responsibilities Develop and execute the guest experience vision in line with the Etihad Park overall Mission and Pillars. Develop training programs aimed to onboard and provide continuing education during the year. Establish KPIs and service standards aligned with overall objectives. Develop policies, procedures, and service protocols for venue operations. Complete ADACC Certification. Leadership & Collaboration Responsibilities Build, lead, and develop a high‑performing Guest Experience team. Foster a culture of hospitality, accountability, inclusivity, and continuous improvement. Establish clear expectations, goals, and performance standards for team members. Develop staffing forecasts for each event in line with overall budgets. Establish secret shopper, service evaluation, and quality assurance programs. Lead post‑event reviews and implement corrective actions to improve future performance. Decision‑Making & Accountability Recruit, hire, and onboard the Guest Experience part‑time staff. Design and implement comprehensive guest experience training programs. Create onboarding materials, service standards manuals, and event‑day training. Who You Are Acts Honorably: listens and communicates respectfully, without judgement. Engages Collaboratively: provides and seeks constructive feedback to and from peers, proactively sharing appreciation for quality contributions of others. Champions Inclusion: celebrates the value of differences recognizing the value in the unique backgrounds and lived experiences of every team member. Drives Forward: embraces new opportunities with curiosity and a focus on improvement and innovation. Shows Heart: demonstrates passion for the Club and sport, operating as an NYCFC ambassador in encouraging and inspiring that passion in others. What You’ll Bring Bachelor's degree in Hospitality Management, Sports Management, Business Administration, Event Management, Tourism, Communications, or a related field required. 6–8+ years of progressive experience in guest experience in hospitality or venue, sports, hospitality, or hotel operations. Demonstrated success developing and implementing guest experience strategies, service standards, training programs, and operational procedures that drive guest satisfaction and service excellence. Strong leadership, communication, and collaboration skills, with the ability to influence cross‑functional teams and build a guest‑centric culture. Comprehensive understanding of guest experience principles, hospitality best practices, and customer service excellence. Knowledge of stadium, arena, entertainment venue, convention center, or large‑scale event operations. Understanding of ADA requirements, accessibility standards, and inclusive guest service practices. Experience utilizing guest feedback, performance metrics, and operational data to identify opportunities and improve the overall guest experience. Bilingual Spanish language skills are a plus but not required. Additional Requirements Applicant must be able to comply with MLS Next Safety and Well‑Being policy and any other applicable child safety policies provided to applicants by NYCFC. Must be able to work games scheduled which may be at night and on weekends and holidays. Compensation This exempt position has an estimated annual base salary range of $110,000 – $115,000 and is not overtime eligible. Final compensation offer amounts are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role‑dependent factors such as certifications and software expertise. We welcome direct conversations with each candidate about compensation in all of our initial calls. What We Offer Excellent health, dental & vision insurance, with options to fit you and your family’s needs. Comprehensive and competitive benefit programs, including maternal & paternal leave. Ancillary benefits: Commuter, gym membership, and Citi Bike discounts. Your health is important! Our wellness strategy focuses on mental and physical wellbeing through in‑office and virtual programs. Four complementary tickets to every NYCFC home match. Team outings, happy hours, and annual staff gatherings to celebrate our co‑workers. A dynamic, ambitious, and fun work environment. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr New York City FC