Hiring: Guest Experience - Director of Guest Experience Company: Orlando City SC Location: Orlando, FL Job Posted Time: 2026-09-15 12:02:02 Employment Type: Full-time Target Skills & Keywords : Agile, Microsoft Office About the job Experience: •Bachelor’s Degree or equivalent with 5-7 years’ experience in sports and entertainment or hospitality industry; and 3+ years’ experience in a supervisory or managerial role. Required Skills: •Oversee the guest experience for Orlando City, Orlando Pride, Orlando City B, and INTER & Co Stadium, ensuring a best-in-class end-to-end experience for our guests, members, and partners. •Partner cross-functionally with the Supporter Coordinator on the overall Supporter Group relationship and matchday experience, including but not limited to gameday logistics, away travel, event planning, and leadership touchpoints throughout the year •Develops programs, policies, procedures, and service training models to provide the highest level of customer service. •Develop the annual guest experience operating budget with the VP of Facilities & Operations and manage day-to-day operations to ensure cost effectiveness •Develops KPIs and customer satisfaction metrics to make agile data-driven recommendations to improve the customer experience. •Liaise and collaborate with all internal and external stakeholders to ensure that all required and requested services are being provided in a timely manner. •Develops and executes training and support programs for all event staff and third-party vendors that reinforce the organization’s values, vision, and mission to help achieve its goals. •Establishes best-in-class processes, procedures, and systems for guest inquiries, feedback, lost & found, and complaints, and works closely with all departments to proactively address guests' needs. Qualifications: •A fan-first, customer-centric individual who works vigorously to understand guest needs, earn their trust, and improve their experiences. •Demonstrated capacity to lead large, diverse teams of front-line employees and experience in training leaders. •Positive attitude and intrinsic desire to provide excellent service to all guests. •Exceptional interpersonal and communication skills, both verbal and written, and the ability to foster relationships with guests, employees, and partners. •Strategic thinker with the ability to align initiatives, structures, and various business components in support of mission, vision, strategic plan, and annual budget. •Demonstrated capacity to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization. •Proficient in the Microsoft Office suite, along with other applicable technology applications. •The ability to pass a background screening. •The ability to attain and maintain a Safesport certification. •Demonstrated capacity to work flexible hours, including nights, weekends, and holidays. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!