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Director Guest Experience, Huntington Bank Field – Home of the Cleveland Browns
Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
Disability insurance
Paid vacation
401k plan
Job Description
Legends Global is a leading company that partners with some of the world’s most iconic live events, venues, and brands to deliver exceptional experiences. Operating on a global scale, Legends Global manages a network of over 450 venues, hosting 20,000 events annually and welcoming 165 million guests from around the world. The company specializes in providing an integrated suite of premium services ranging from feasibility studies and consulting to sales, partnerships, hospitality, merchandise, venue management, and content booking. Legends Global’s business model focuses on seamless, white-label service delivery, allowing its partners to remain front and center while benefiting from the... Show More
Job Requirements
- Five plus years of experience in guest services event operations or fan experience within a stadium arena or large-scale venue environment
- Experience leading training and performance management of large part-time event staff
- Demonstrated success in improving guest satisfaction and resolving service issues
- Experience managing third-party vendors and understanding contract obligations
- Knowledge of accessibility standards and ADA compliance
- Excellent communication and organizational skills
- Ability to multitask and manage operations in real time
Job Qualifications
- Five plus 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
Job Duties
- 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
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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