Director, Guest Experience
NYCFC
24 hours ago
Full-time
On-site
New York, NY, 10016, US
JOB TITLE:Director, Guest Experience
REPORTING TO: VP, Operations
DEPARTMENT: Operations
LOCATION: New York, NY / Flushing, NY (This role will initially follow a hybrid work arrangement. As operational needs evolve, the expectation is for the Director, Guest Experience to primarily work on-site at the stadium.)
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.
The Director will collaborate closely with Event Operations, Security, Food & Beverage, Premium Services and Ticketing teams to deliver world-class experiences across all event types including sports, concerts, festivals, and community programming.
WHAT YOU’LL DO:
- Strategic & Functional ResponsibilitiesDevelop 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
- Leadership & Collaboration ResponsibilitiesBuild, 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 & AccountabilityRecruit, hire, and onboard the Guest Experience part time staffDesign and implement comprehensive guest experience training programs.Create onboarding materials, service standards manuals, and event-day training
WHO YOU ARE:
At New York FC, we are committed to upholding our core club values and our values guide how we show up and work together every day. If you share our values listed below, please consider NYCFC as a great place for you to work (and play):
- Acts Honorably: listens and communicates respectfully, without judgement
- Engages Collaboratively: provides and seeks constructive feedback to and from peers, proactively sharing appreciation for quality contributions of others
- Champions Inclusion: celebrates the value of differences recognizing the value in the unique backgrounds and lived experiences of every team member
- Drives Forward: embraces new opportunities with curiosity and a focus on improvement and innovation
- Shows Heart: demonstrates passion for the Club and sport, operating as an NYCFC ambassador in encouraging and inspiring that passion in others
WHAT YOU’LL BRING:
- 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.
New York City FC is also one of 12 clubs comprising City Football Group and counts Manchester City FC, Melbourne City FC, Yokohama F-Marinos, Girona FC, Montevideo City Torque, Shenzhen Peng City FC, Lommel SK, ESTAC Troyes, Palermo FC, Bahia, and Club Bolívar among its sister clubs.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
By clicking "Apply Now", you agree to the terms of the MLS Privacy Policy.
https://www.mlssoccer.com/legal/privacy-policy
REPORTING TO: VP, Operations
DEPARTMENT: Operations
LOCATION: New York, NY / Flushing, NY (This role will initially follow a hybrid work arrangement. As operational needs evolve, the expectation is for the Director, Guest Experience to primarily work on-site at the stadium.)
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.
The Director will collaborate closely with Event Operations, Security, Food & Beverage, Premium Services and Ticketing teams to deliver world-class experiences across all event types including sports, concerts, festivals, and community programming.
WHAT YOU’LL DO:
- Strategic & Functional ResponsibilitiesDevelop 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
- Leadership & Collaboration ResponsibilitiesBuild, 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 & AccountabilityRecruit, hire, and onboard the Guest Experience part time staffDesign and implement comprehensive guest experience training programs.Create onboarding materials, service standards manuals, and event-day training
WHO YOU ARE:
At New York FC, we are committed to upholding our core club values and our values guide how we show up and work together every day. If you share our values listed below, please consider NYCFC as a great place for you to work (and play):
- Acts Honorably: listens and communicates respectfully, without judgement
- Engages Collaboratively: provides and seeks constructive feedback to and from peers, proactively sharing appreciation for quality contributions of others
- Champions Inclusion: celebrates the value of differences recognizing the value in the unique backgrounds and lived experiences of every team member
- Drives Forward: embraces new opportunities with curiosity and a focus on improvement and innovation
- Shows Heart: demonstrates passion for the Club and sport, operating as an NYCFC ambassador in encouraging and inspiring that passion in others
WHAT YOU’LL BRING:
- 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.
New York City FC is also one of 12 clubs comprising City Football Group and counts Manchester City FC, Melbourne City FC, Yokohama F-Marinos, Girona FC, Montevideo City Torque, Shenzhen Peng City FC, Lommel SK, ESTAC Troyes, Palermo FC, Bahia, and Club Bolívar among its sister clubs.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
By clicking "Apply Now", you agree to the terms of the MLS Privacy Policy.
https://www.mlssoccer.com/legal/privacy-policy