Director, Guest Experience

Position Overview

The Director, Guest Experience will lead the development, implementation, and execution of the stadium's guest experience strategy, ensuring every visitor receives a welcoming and seamless experience. As a key member of the stadium team this individual will establish guest service standards, training programs and operating procedures, while overseeing ticket takers and guest service representatives. This role will outline the staffing models and hiring process for each event.

Strategic & Functional Responsibilities

• Develop and execute the guest experience vision in line with the Etihad Park overall Mission and Pillars.
• Develop training programs aimed to onboard and provide continuing education during the year.
• Establish KPIs and service standards aligned with overall objectives.
• Develop policies, procedures, and service protocols for venue operations.
• Complete ADACC Certification

Ledgery & Collaboration Responsibilities

• Build, lead, and develop a high-performing Guest Experience team.
• Foster a culture of hospitality, accountability, inclusivity, and continuous improvement.
• Establish clear expectations, goals, and performance standards for team members.
• Develop staffing forecasts for each event in line with overall budgets.
• Establish secret shopper, service evaluation, and quality assurance programs.
• Lead post-event reviews and implement corrective actions to improve future performance.

Decision-Making & Accountability

• Recruit, hire, and onboard the Guest Experience part time staff
• Create onboarding materials, service standards manuals, and event-day training

Qualifications

• Bachelor's degree in Hospitality Management, Sports Management, Business Administration, Event Management, Tourism, Communications, or a related field required.
• 6-8+ years of progressive experience in guest experience in hospitality or venue, sports, hospitality, or hotel operations.
• Demonstrated success developing and implementing guest experience strategies, service standards, training programs, and operational procedures that drive guest satisfaction and service excellence.
• Strong leadership, communication, and collaboration skills, with the ability to influence cross-functional teams and build a guest-centric culture.
• Comprehensive understanding of guest experience principles, hospitality best practices, and customer service excellence.
• Knowledge of stadium, arena, entertainment venue, convention center, or large-scale event operations.
• Understanding of ADA requirements, accessibility standards, and inclusive guest service practices.
• Experience utilizing guest feedback, performance metrics, and operational data to identify opportunities and improve the overall guest experience.
• Bilingual Spanish language skills are a plus but not required.

Additional Requirements

• Applicant must be able to comply with MLS Next Safety and Well-Being policy and any other applicable child safety policies provided to applicants by NYCFC
• Must be able to work games scheduled which may be at night and on weekends and holidays

Compensation

This exempt position has an estimated annual base salary range of $110,000 - $115,000 and is not overtime eligible. Final compensation offer amounts are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications and software expertise. We welcome direct conversations with each candidate about compensation in all of our initial calls.

What We Offer

• Excellent health, dental & vision insurance, with options to fit you and your family’s needs
• Comprehensive and competitive benefit programs, including maternal & paternal leave
• Ancillary benefits: Commuter, gym membership, and Citi Bike discounts
• Your health is important! Our wellness strategy focuses on mental and physical wellbeing through in-office and virtual programs
• Four complementary tickets to every NYCFC home match
• Team outings, happy hours, and annual staff gatherings to celebrate our co-workers
• A dynamic, ambitious, and fun work environment

New York City Football Club Overview

At New York City FC, we are on a mission to build this city into one of the soccer capitals of the world. The Club was announced as Major League Soccer’s 20th franchise and is the first and only MLS team located within the five boroughs of New York City. The Club has qualified for the Audi MLS Cup Playoffs nine times over the past 10 seasons, winning MLS Cup in 2021. Games are available to stream via an Apple TV subscription, providing every match of the MLS regular season, the Audi MLS Cup Playoffs, annual Leagues Cup tournament, the MLS All-Star Game, the Campeones Cup, and more all in one place and with no blackouts. New York City FC is building New York City’s first-ever soccer-specific stadium, Etihad Park, which is set to open in 2027. For more information, please visit: www.newyorkcityfc.com.

Job Questions

• Are you legally authorized to work in the United States?
• Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa sponsorship)?