Director of Guest Experience

About the role

The Director of Guest Experience will lead the fan‑first culture across Orlando City, Orlando Pride, Orlando City B and INTER & Co Stadium. You will shape and continuously improve every guest‑facing interaction to deliver a world‑class experience for fans, members and partners.

Key responsibilities

• Oversee end‑to‑end guest experience for all teams and stadium events, ensuring best‑in‑class service.
• Collaborate with the Supporter Coordinator on supporter group relations, matchday logistics, travel and event planning.
• Develop programs, policies, procedures and training models that elevate customer service standards.
• Create and manage the annual guest experience operating budget with the VP of Facilities & Operations.
• Define KPIs and satisfaction metrics, using data‑driven insights to recommend improvements.
• Coordinate with internal and external stakeholders to deliver timely services.
• Design and deliver training for event staff and third‑party vendors aligned with the organization’s values.
• Establish processes for guest inquiries, feedback, lost & found and complaints, working cross‑functionally to address needs.
• Produce post‑event reports to identify trends and guide operational enhancements.
• Manage two full‑time staff members, including hiring, training, performance reviews and disciplinary actions in partnership with People & Culture.

Required profile

• Proven leadership in guest experience, hospitality or fan engagement within a sports or entertainment environment.
• Strong analytical mindset with experience developing KPIs and budgets.
• Excellent communication and stakeholder management skills.
• Ability to motivate and develop teams to consistently deliver a fan‑first experience.

Required skills