Director, Guest Experience

Role overview

The Director, Guest Experience will shape and run the stadium’s guest experience approach so every visitor enjoys a smooth, welcoming, and high-quality experience. Reporting to the VP, Operations, this position is part of the Operations department and will help define the standards, training, and procedures that guide guest service across the venue.

The role will oversee ticket takers and guest service representatives, and it will set staffing plans and hiring processes for each event. It also requires close partnership with Event Operations, Security, Food & Beverage, Premium Services, and Ticketing to support excellent experiences across sports matches, concerts, festivals, and community events.

This position is based in New York, NY / Flushing, NY. It will begin with a hybrid work arrangement, but as stadium operations develop, the expectation is to work primarily on site at the stadium.

Strategic responsibilities

You will define and execute the guest experience strategy in alignment with Etihad Park’s mission and pillars. The role includes building training programs for onboarding and ongoing yearly development, setting service standards and KPIs, and creating operational policies, procedures, and service protocols for venue use.

You will also complete ADACC Certification as part of the role.

Leadership and team development

This position calls for building, guiding, and developing a strong Guest Experience team with a clear hospitality mindset. You will help create a workplace culture centered on accountability, inclusion, service excellence, and continuous improvement.

You will set expectations, goals, and performance measures for team members, forecast staffing needs for each event within budget, and establish quality-control programs such as secret shopper reviews, service assessments, and other performance checks. After events, you will lead reviews, identify improvements, and follow through on corrective actions.

Hiring and training ownership

The Director will recruit, hire, and onboard part-time Guest Experience staff. You will also design and roll out end-to-end guest experience training, along with onboarding documents, service standards guides, and event-day training materials.

Candidate profile and values

New York City FC is looking for someone whose approach reflects the club’s values: acting honorably, working collaboratively, championing inclusion, driving progress, and showing heart. The right candidate will communicate respectfully, contribute constructively with peers, welcome different perspectives, embrace new ideas, and represent the club with passion.

Required background

A bachelor’s degree in Hospitality Management, Sports Management, Business Administration, Event Management, Tourism, Communications, or a related discipline is required.

The ideal candidate will bring 6 to 8+ years of progressive guest experience experience in hospitality, venues, sports, hotel operations, or similar environments. They should have a track record of building guest experience strategies, service standards, training programs, and operating procedures that improve satisfaction and service quality.

Strong leadership, communication, and collaboration skills are essential, along with the ability to influence cross-functional partners and help create a guest-first culture. Candidates should understand guest experience fundamentals, hospitality best practices, customer service excellence, stadium or large-venue operations, ADA requirements, accessibility standards, and inclusive service practices. Experience using guest feedback, operational metrics, and performance data to improve service is also important. Spanish bilingual ability is a plus, but not mandatory.

Additional requirements

Applicants must be able to comply with the MLS Next Safety and Well-Being policy and any other child-safety policies shared by NYCFC. The schedule will include games and events that may take place at night, on weekends, and on holidays.

Compensation

This is an exempt role with an estimated annual base salary between $110,000 and $115,000. The position is not eligible for overtime. Final pay will depend on factors such as skills, years and depth of experience, certifications, and software knowledge.

Benefits and perks

NYCFC offers comprehensive medical, dental, and vision coverage with options designed to support employees and their families. The package also includes competitive benefits such as maternal and paternal leave, commuter support, gym membership discounts, Citi Bike discounts, and wellness programs focused on both mental and physical health.

Additional perks include four complimentary tickets to each NYCFC home match, team outings, happy hours, annual staff gatherings, and a dynamic, ambitious, and fun workplace.

About the club

New York City FC’s mission is to help make New York City one of the leading soccer capitals in the world. The club is Major League Soccer’s 20th franchise and the only MLS team based in the five boroughs of New York City. The team has reached the Audi MLS Cup Playoffs nine times in the last 10 seasons and won MLS Cup in 2021.

The club is also developing Etihad Park, New York City’s first soccer-specific stadium, which is expected to open in 2027. New York City FC is part of City Football Group and is connected to clubs including Manchester City FC, Melbourne City FC, Yokohama F-Marinos, Girona FC, Montevideo City Torque, Shenzhen Peng City FC, Lommel SK, ESTAC Troyes, Palermo FC, Bahia, and Club Bolívar.

Equal opportunity and policy notice

NYCFC is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other legally protected characteristic.

By applying, candidates agree to the terms of the MLS Privacy Policy.