THE ROLE: JOB TITLEThe Director of Guest Experience provides strategic and operational leadership for the overall guest and event day employee experience at Huntington Bank Field. This role translates organizational objectives into effective operational plans, ensuring consistent service standards, efficient staffing models, and seamless event execution. The Director of Guest Experience will oversee training programs, department/stadium SOPs, and event day operations while fostering a culture of service excellence and continuous improvement. This position is responsible for the development and implementation of a comprehensive, stadium-wide Guest Experience Program, ensuring alignment across all departments, partners, and stakeholders, including integration of The Cleveland Browns guest experience standards.
The Director of Guest Experience is responsible for the end-to-end guest and event day employee experience across Huntington Bank Field, serving as the strategic leader of the stadium's overarching experience program. This role ensures alignment across all stakeholders-including stadium operations, third-party partners, and the Cleveland Browns-to deliver a consistent, best-in-class experience during both public ticketed events and private events, at every touchpoint. This position owns the development, implementation, and continuous improvement of both the Guest Experience Program and Employee Experience Strategy, ensuring all staff are trained, engaged and empowered to deliver exceptional service.
WHAT YOU'LL DO - Lead and evolve the overall Guest Services strategy, delivering a best-in-class fan experience that is safe, welcoming, and aligned with client and Legends Global standards
- Oversee all event-day Guest Services operations, including ushers, ticket takers, accessibility services, and guest service locations, ensuring seamless execution
- Build, train, and manage a high-performing part-time event staff, including recruiting, onboarding, training programs, and ongoing performance management
- Serve as the primary point of contact for guest feedback, managing real-time issue resolution and post-event follow-up while identifying trends and opportunities for improvement
- Manage third-party relationships ensuring alignment with service expectations, operational standards, and contractual obligations
- Lead guest experience measurement programs (Voice of the Fan, Legends Global Insights, internal quality control), translating insights into actionable improvements across operations
WHAT YOU BRING - 5+ years of leadership experience in guest services, event operations, or fan experience within a stadium, arena, or large-scale venue environment
- Proven ability to lead, train, and motivate large part-time event staff populations in a fast-paced, customer-facing environment
- Strong commitment to guest experience excellence, with demonstrated success improving satisfaction scores and resolving complex service issues
- Experience managing third-party vendors with accountability for service delivery and contract performance
- Working knowledge of accessibility standards and ADA compliance, with experience supporting inclusive guest experiences
- Strong communication and organizational skills, with the ability to manage real-time event operations while analyzing data and driving continuous improvement
COMPENSATION Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.
