Client Experience Director

Position Overview

The Client Experience Director serves as the strategic and operational leader responsible for ensuring the flawless execution of Stratoscope Consulting's projects and events. Acting as the primary liaison between clients, vendors, and internal departments, this individual owns the success of each engagement - ensuring projects are delivered on time, on budget, and with measurable excellence.

Key Responsibilities

• Client & Project Leadership

• Serve as the primary point of contact for assigned clients throughout all phases of the project lifecycle
• Lead client-facing strategy sessions, planning meetings, and pre-event coordination calls
• Translate client objectives into actionable operational plans, ensuring every detail is captured and executed flawlessly
• Manage and guide cross-functional project teams - including Project Operations, Staffing, and vendor partners - to ensure seamless delivery
• Establish and maintain long-term client relationships built on trust, transparency, and performance excellence

• Operational Execution

• Oversee all planning documentation including crowd management plans, staffing maps, RFPs, and event budgets
• Manage the creation, tracking, and approval of project budgets, ensuring profitability and accuracy in forecasting
• Lead on-site operations as the senior Stratoscope representative - conducting daily briefings, managing incident reporting, and ensuring adherence to safety protocols
• Cook with local law enforcement, emergency management, and venue representatives to ensure full compliance and risk mitigation
• Execute and deliver Daily Reports, Incident Logs, and After Action Reports (AARs) summarizing event performance, metrics, and recommendations

• Team Development & Collaboration

• Mentor and develop team members within the Client Experience department, promoting accountability, professionalism, and excellence
• Collaborate closely with the Project Operations and Business Operations departments to ensure all project elements - budgets, staffing, logistics - align seamlessly
• Support recruitment, onboarding, and training efforts for new team members as the department scales
• Represent the Client Experience function in internal leadership meetings, providing visibility into client outcomes, project performance, and departmental initiatives

Requirements

• Required Traits & Qualifications

• Strategic and analytical thinker capable of balancing big-picture vision with tactical execution
• Proven experience in event management, crowd management, or large-scale project leadership
• Entrepreneurial mindset with the ability to develop new client relationships and identify growth opportunities
• Skilled communicator - able to confidently lead discussions, negotiate solutions, and influence at all organizational levels
• Strong financial management skills, including budget development, cost control, and profitability analysis
• Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects under tight deadlines
• Proactive and composed under pressure, with a natural ability to identify problems before they arise and implement timely solutions
• Technical proficiency in Google Workspace, Bluebeam, Intacct, Monday.com, and event technology systems (video surveillance, weapons detection)

• Preferred Qualifications

• 5-10 years of experience in Event Security, Crowd Management, or Consulting
• Proven track record in delivering high-profile events across multiple venues or states (California, Florida, Georgia, New York, Nevada preferred)
• Experience in the Sports + Entertainment industry strongly preferred
• Experience managing vendor relationships, subcontractors, and multi-agency coordination
• Bachelor's degree in Business Administration, Event Management, or related discipline preferred