Executive Director of Guest Experience & Operations

Straz Center for the Performing Arts; Tampa (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

Straz Center for the Performing Arts is seeking a Senior Director of Guest Experience to lead the Guest Services and Operations Team. The role oversees security, event coordination, house management, the volunteer usher program, and event merchandise while coordinating with third-party valet operators and managing CX survey programs.

Located in downtown Tampa, this full-time role offers extensive benefits, growth opportunities, and a focus on delivering exceptional hospitality in a dynamic arts

Qualifications

• Experience leading guest services, security, accessibility or CX in a large venue or performing arts center.

Responsibilities

• Lead security and guest services teams to deliver outstanding experiences and safe operations.
• Develop and drive the CX program with clear KPIs (NPS, CSAT, CES) and training.
• Oversee accessibility initiatives and ADA compliance across facilities and events.
• Manage valet parking operations, vendor contracts and related budgets.
• Collaborate with VP/Ticketing, Production, Programming, and F&B to ensure smooth events.
• Plan staffing, scheduling, and emergency procedures for events and daily operations.

Skills

Leadership

Guest experience management

Operations management

Security coordination

Accessibility initiatives

Stakeholder collaboration

Job description

Straz Center for the Performing Arts is seeking a Senior Director of Guest Experience to lead the Guest Services and Operations Team. The role oversees security, event coordination, house management, the volunteer usher program, and event merchandise while coordinating with third-party valet operators and managing CX survey programs.

Located in downtown Tampa, this full-time role offers extensive benefits, growth opportunities, and a focus on delivering exceptional hospitality in a dynamic arts