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TITLE: Director of Guest Experience DEPARTMENT: Guest Experience
REPORTS TO: VP, Facilities & Operations FLSA: Salaried; Exempt

WHAT SETS YOU APART You are a Champion for Guest Experience and an advocate for a fan-first culture, leading and integrating all guest-facing elements and interactions to create a world-class fan experience at INTER & Co Stadium and at Osceola County Stadium. In this role, you will be responsible for evaluating and improving all existing guest experience practices, while providing professional development and training aimed at guiding, motivating, and equipping employees and partners to consistently deliver a world-class, fan-first guest experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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.
• Collaborate 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.
• Develops monitoring initiatives to ensure evaluation and feedback from internal and external stakeholders and standards are achieved.
• Creates post-event reports and recaps to identify trends to offer guidance and solutions for guest experience and operational improvement.
• Call and email fans to provide personalized and genuine responses based on the game day experience, as needed
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• Manage (2) full-time staff
• Manage interviewing, hiring , and training employees, performance reviews, rewarding , and disciplining teammates in collaboration with the People & Culture team

QUALIFICATIONS It's never just a job at Orlando City SC and Orlando Pride. It's a way of life. We live and breathe soccer and entertainment. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications:

• 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.
• A fan-first, customer-centric individual who works vigorously to understand guest needs, earn their trust, and improve their experiences.
• Ability 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.
• Demonstrated strong problem-solving capabilities.
• 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.
• Ability 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.
• Ability to work flexible hours, including nights, weekends, and holidays.

In November 2013, Orlando City Soccer Club was awarded a Major League Soccer (MLS) franchise, becoming the league's 21st franchise. The team began play in March 2015, with 62,510 fans packing the then-Orlando Citrus Bowl for the Club's MLS debut.

The Lions have reached the postseason in five-consecutive seasons (2020-24), qualified for the Concacaf Champions Cup (formerly Concacaf Champions League) in both 2023 and 2024, and reached their first final in 2020 during the MLS is Back Tournament. In 2022, Orlando City won its first championship of its MLS era, lifting the Lamar Hunt U.S. Open Cup trophy, which also marked the first championship by any professional team in the City Beautiful. Prior to its time in MLS, Orlando City boasted a decorated history in the United Soccer League, winning the league's championship in both the 2011 and 2013 seasons.

In October 2015, the Orlando Pride was announced as the 10th team in the National Women's Soccer League (NWSL), bringing professional women's soccer to the state of Florida for the first time. The team began play in April 2016, setting a then-league single-game attendance record in its first-ever home game, with 23,403 fans witnessing the Club's first win.

The Pride feature a star-studded roster of domestic and international talent and, in 2024, brought the first professional major league title to the city of Orlando, with the Club winning the NWSL Championship. The season saw the Pride complete the double, winning both the Championship and the NWSL Shield as the best team in the regular season, capping off a historic campaign that set numerous league records. Former Orlando City defender Seb Hines serves as the team's head coach, not only the first Black head coach in the league, but also the first to win both the Championship and the NWSL Shield, and the 2024 NWSL Coach of the Year.

In 2017, both teams moved into its privately-owned, soccer-specific venue - Inter&Co Stadium - located in the heart of downtown Orlando.

In July 2021, the Club - which includes Orlando City SC, the Orlando Pride, Orlando City B (MLS NEXT Pro) and Inter&Co Stadium - was purchased by the Wilf Family, who also own the Minnesota Vikings of the National Football League. For more information on Orlando City SC and Orlando, visit OrlandoCitySC.com or Orlando-Pride.com.