Director of Guest Experience - Providence Park

Providence Park is a renowned multi-purpose stadium located in Portland, Oregon, known for hosting major sporting events, concerts, and other large-scale gatherings. As an iconic venue in the Pacific Northwest, it serves as a home for professional soccer teams and a popular destination for sports and entertainment fans. The stadium prides itself on creating memorable experiences for all guests by maintaining high standards of safety, comfort, and customer service. With a strong commitment to operational excellence and guest satisfaction, Providence Park continually invests in innovative fan-facing initiatives and state-of-the-art facilities. The organization values leadership, collaboration, and a strategic approach to delivering world-class events that engage the community and foster lasting memories for visitors.

The position of Director of Guest Services at Providence Park plays a fundamental role in ensuring each visitor's experience is welcoming, secure, and enjoyable. This leadership role is responsible for managing all facets of the guest service department, overseeing operations during matches, concerts, and major events, and guiding the Fan Experience team. The Director establishes service standards, plans operational strategies, manages budgets, and facilitates cross-department collaboration to guarantee a superior guest experience throughout every event. This role demands a blend of strategic vision and hands-on management to drive continuous improvement in fan engagement and operational efficiency.

In this capacity, the Director provides visionary leadership by mentoring the Fan Experience Manager and supervisory teams, conducting pre-event briefings, and spearheading staff recognition programs. They drive operational excellence by managing daily communications, problem-solving, preparing event brief sheets, and leading administrative activities on event days. The Director also plays a pivotal role in event planning and execution by participating in match previews and concert planning sessions, developing staffing plans, ensuring on-time communication of procedures, and delivering on-site leadership.

Financial oversight is a critical component of the role, where the Director manages budget approvals, processes invoices, submits credit transactions, and reconciles financial reports. They collaborate with senior leadership to develop annual budgets and share financial insights. Strategically, the Director champions long-term planning, innovation, and department enhancements, facilitates supervisor meetings, and partners with Events teams on cost management and process improvement initiatives.

Successful candidates will exhibit proven leadership experience, exceptional communication and organizational skills, a background in event operations or venue management, and the ability to thrive in high-pressure environments. Preferred qualifications include extensive experience in sports or entertainment leadership, managing diverse teams, familiarity with customer experience metrics, and expertise in budgeting software. Certifications related to guest services or event operations are an advantage. Providence Park is an equal opportunity employer committed to diversity and inclusion, ensuring all qualified applicants receive equal consideration without regard to any protected status.