Fan-First Guest Experience Director

Orlando City/Orlando Pride; Orlando (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Orlando City SC and Orlando Pride seek a Director of Guest Experience to lead and elevate every guest interaction across our stadiums, teams, and events. You will develop programs, training and KPIs to ensure a world-class, fan-first experience from entry to exit.

Reporting to the VP, Facilities & Operations, you will manage budgeting, partner with operations and supporter groups, and coach staff to deliver consistent, memorable experiences during match days and events.

Qualifications

• Bachelor’s Degree or equivalent with 5-7 years’ experience in sports, entertainment, or hospitality.
• 3+ years’ supervisory or managerial experience.
• Fan-first mindset with strong guest-service orientation.

Responsibilities

• Oversee guest experience for multiple teams and stadiums to ensure best-in-class end-to-end guest interaction.
• Collaborate with the Supporter Coordinator on matchday logistics and events.
• Develop programs, policies, and training models to deliver high-level customer service.
• Create and manage the annual guest experience budget with leadership and control costs.
• Define KPIs and guest-satisfaction metrics to drive data-driven improvements.
• Coordinate with stakeholders to deliver timely services and resolve guest inquiries.

Skills

Customer-centric leadership

Strong communication

Team development training

Strategic thinking

Education

Bachelor's Degree or equivalent

Tools

Microsoft Office

Job description

Orlando City SC and Orlando Pride seek a Director of Guest Experience to lead and elevate every guest interaction across our stadiums, teams, and events. You will develop programs, training and KPIs to ensure a world-class, fan-first experience from entry to exit.

Reporting to the VP, Facilities & Operations, you will manage budgeting, partner with operations and supporter groups, and coach staff to deliver consistent, memorable experiences during match days and events.