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

ASM Global • Cleveland, OH

21h • Onsite

About The Position

The Director of Guest Experience provides strategic and operational leadership for the overall guest and event day employee experience at Huntington Bank Field. This role translates organizational objectives into effective operational plans, ensuring consistent service standards, efficient staffing models, and seamless event execution. The Director of Guest Experience will oversee training programs, department/stadium SOPs, and event day operations while fostering a culture of service excellence and continuous improvement. This position is responsible for the development and implementation of a comprehensive, stadium-wide Guest Experience Program, ensuring alignment across all departments, partners, and stakeholders, including integration of The Cleveland Browns guest experience standards. The Director of Guest Experience is responsible for the end-to-end guest and event day employee experience across Huntington Bank Field, serving as the strategic leader of the stadium’s overarching experience program. This role ensures alignment across all stakeholders—including stadium operations, third-party partners, and the Cleveland Browns—to deliver a consistent, best-in-class experience during both public ticketed events and private events, at every touchpoint. This position owns the development, implementation, and continuous improvement of both the Guest Experience Program and Employee Experience Strategy, ensuring all staff are trained, engaged and empowered to deliver exceptional service.

Requirements

• 5+ 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

Responsibilities

• 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

Benefits

• medical
• dental
• vision
• life and disability insurance
• paid vacation
• 401k plan

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed