Director Guest Experience, Huntington Bank Field – Home of the Cleveland Browns

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 company’s expertise and scale. The organization prides itself on a culture of respect, ambition, collaboration, and bold action, fostering an inclusive environment where every team member is encouraged to bring their authentic self and make a meaningful impact. This culture supports the company’s goal of helping to shape the future of sports and entertainment through a high-performance workplace that values collective success and elite performance.

The Director of Guest Experience at Huntington Bank Field is a critical leadership role within Legends Global, tasked with providing strategic and operational oversight of the guest and event day employee experience. This role translates organizational goals into actionable operational plans to ensure the delivery of exceptional service standards, efficient staffing, and flawless event execution. The Director manages all aspects of the guest experience program, including the oversight and continuous improvement of guest services, training programs, department and stadium standard operating procedures, and event day operations. A crucial aspect of the role is to foster a culture of service excellence and continuous improvement across all stakeholders, including stadium operations teams, third-party partners, and the Cleveland Browns organization. The position is responsible for building an inclusive and welcoming environment for guests and employees alike, maintaining alignment with the high standards set by both Legends Global and the Cleveland Browns.

This leadership role includes supervising a diverse team responsible for ushering, ticket-taking, accessibility services, and guest service points across Huntington Bank Field. The Director ensures seamless coordination and execution of both public ticketed events and private functions, maintaining a consistent, best-in-class experience at every interaction point. Real-time guest feedback and event issue resolution fall under the Director’s scope, with ongoing analysis to identify areas for improvement. The role also includes managing relationships with third-party vendors, ensuring compliance with operational standards and contract terms. The Director leads guest experience measurement programs using tools such as Voice of the Fan and internal quality control mechanisms, leveraging insights for continuous program enhancement.

The role demands a minimum of five years of leadership experience in guest services, event operations, or fan experience within large-scale venues such as stadiums or arenas. Candidates should demonstrate a strong track record in motivating and managing large, part-time event staff in fast-paced, customer-facing environments, showcasing a deep commitment to improving guest satisfaction and handling complex service challenges. Knowledge of accessibility standards and ADA compliance is essential to support inclusive experiences for all guests. Strong communication and organizational skills are necessary to manage real-time event operations, analyze data effectively, and drive continuous improvements across the guest experience spectrum.

The position offers a competitive salary aligned with experience and includes a comprehensive benefits package offering medical, dental, vision, life and disability insurance, paid vacation, and a 401k plan. Legends Global is committed to diversity and inclusion, welcoming applicants from all backgrounds, including women, minorities, individuals with disabilities, and protected veterans. This role is suited for individuals looking to make a significant impact in the sports and entertainment industries within a dynamic, high-performing, and collaborative environment where deliberate success is achieved through teamwork and elite performance.