Director of Guest Experience - Providence Park

The Director of Guest Services ensures that every guest at Providence Park feels welcome, safe and has an enjoyable and memorable experience. They lead the strategy, operations, and execution of all fan-facing initiatives for matches, concerts, and major events. This role oversees guest service standards, operational planning, budgeting, and cross-department coordination to ensure a best-in-class fan and guest experience.

Leadership & People Development

• Provide strategic direction for the Fan Experience department.
• Mentor and develop the Fan Experience Manager and supervisory teams.
• Lead pre-event briefings and represent the department in company meetings.
• Oversee part-time staff recognition programs.
  
  

Operational Excellence

• Guide day-to-day department functions, communication, and scheduling.
• Resolve operational issues and maintain service quality standards.
• Create match and concert brief sheets and ensure staff readiness.
• Lead administrative operations during matches and events.
• Produce and distribute post-event evaluations and support debrief processes.
  
  

Event Planning & Execution

• Participate in match previews, VSG meetings, and concert planning sessions.
• Develop staffing plans and operational workflows to support fan experience goals.
• Ensure timely and accurate communication of event-day procedures.
• Provide on-site leadership to ensure smooth fan-facing operations.
  
  

Financial & Budget Management

• Maintain budget oversight, including approvals and invoice processing.
• Submit credit card transactions and reconcile financial reports.
• Develop the annual proposed budget and present to senior leadership.
  
  

Strategic Planning & Department Vision

• Drive long-term planning, innovation, and department improvement initiatives.
• Lead supervisor meetings and establish strategic agendas.
• Partner with the Events team on monthly cost recaps and process efficiencies.
  
  

Required Skills & Qualifications

• Proven leadership and team development experience.
• Strong communication and cross-functional collaboration skills.
• Background in event operations, guest services, or venue management.
• High level of organization, planning ability, and attention to detail.
• Financial literacy including budgeting and expense management.
• Ability to make decisions in fast-paced, high-pressure environments.
  
  

Preferred Qualifications

• 7 years of experience in sports, entertainment, live events, or hospitality leadership.
• Experience managing large teams, including part-time and event-based staff.
• Prior work in a stadium, arena, or major event venue environment.
• Familiarity with customer experience metrics and service standards.
• Experience with budgeting including the use of budgeting software.
• Strong presentation skills and experience influencing senior leadership.
• Certifications in guest services, crowd management, or event operations (e.g., NCS4, IAVM programs).
  
  

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.