Head of Fan-First Guest Experience

Orlando City SC

Orlando (FL)

On-site

USD 110,000 - 140,000

Full time

6 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Orlando City SC is seeking a Director of Guest Experience to lead and integrate all guest-facing elements across Orlando City, Orlando Pride, and INTER & Co Stadium. You will evaluate current practices and develop training aimed at guiding, motivating, and equipping staff and partners to deliver a world-class, fan-first guest experience.

You will set KPIs, manage a small team, collaborate with internal and external stakeholders, and drive programs, budgets, and event support to ensure

Qualifications

Bachelor’s degree or equivalent with 5-7 years’ experience in sports and entertainment or hospitality.
3+ years’ supervisory or managerial experience.
Fan-first, customer-centric mindset with strong communication skills.

Responsibilities

Oversee guest experience for Orlando City, Orlando Pride, Orlando City B, and INTER & Co Stadium.
Develop programs, policies, and training models to deliver high-level customer service.
Establish KPIs and feedback loops to improve guest experience and operations.
Manage operating budget with VP Facilities & Operations and ensure cost effectiveness.
Collaborate with stakeholders to provide timely services and address guest needs.