Director, Player Pathway & Concierge Services

USTA National Headquarters • Orlando, FL

3d • $95,000 - $115,000 • Onsite

About The Position

The Director of Player Pathway & Concierge Services is responsible for leading the strategic design, integration, and execution of high-quality, athlete-centered support services across the USTA Player Development pathway, with an emphasis on how this can be scaled through a digital platform. This role will oversee the operational delivery of concierge services that enhance player and parent experience in alignment with USTA’s mission to develop world-class American players

Requirements

• 10+ years of experience in high-performance athlete services, logistics, or player operations in a sports or entertainment setting
• Strong leadership and team management experience; proven ability to scale and operationalize player support programs
• Deep understanding of the high-performance sport ecosystem and player development models
• Exceptional organizational, communication, and customer service skills
• Experience managing complex budgets and cross-functional project teams
• Passion for player-first service and advancing American tennis

Responsibilities

• Co-lead the development and implementation of the Player Performance Concierge Model with a focus on the digital experience and how that integrates with operational excellence and white-glove service for athletes.
• Partner with USTA leadership, and digital partners to create a seamless athlete experience across touchpoints, including training, travel, nutrition, recovery, housing, and competition.
• Translate player feedback and developmental insights into continuous service enhancements and player-first experiences.
• Align support systems including the AMS with player profiling, development plans, and high-performance tracking platforms.
• Build and manage budgets related to athlete services, ensuring efficiency and scalability of programs.
• Drive KPI reporting, standard operating procedures, and feedback loops across athlete support operations.
• Serve as a key liaison between players, families, coaches, medical staff, and internal departments to ensure consistent, high-quality care and communication.
• Collaborate cross-functionally with Player Development, Collegiate Tennis, Competition Pathway, and Officiating to support athlete participation and service integration at all levels.
• Represent the Athlete Services department at key internal planning meetings and external events.
• Lead athlete services planning and execution at all major USTA events, including the US Open (Co-Lead), Davis Cup, Billie Jean King Cup, NCAA Championships, Orange Bowl, and National Campus-based events.
• Partner with personal and athletic development departments, to deliver player-focused services at camps and competition environments.
• Develop and deliver educational resources for players and families to support travel, wellness, and long-term development.

Benefits

• Flexibility: Our Hybrid with Flexibility approach combines a balance of remote working with in-office collaboration to spark teamwork and creativity.
• Comprehensive benefits designed to meet your unique needs: Medical, dental, vision, access to doctors virtually, a flexible spending account to manage your health and dependent care expenses, and life and disability insurance are a small part of our offerings.
• Time to recharge and energize: Generous paid time off policy - including vacation, sick, personal, and paid holidays, parental leave, and a paid winter recess.
• Plan for your future financially and professionally: 401(k) with employer matching (up to 3%), promotional and growth opportunities, Learning and Development programs to learn on the job, and up to $5,000 for tuition reimbursement.
• Mental and emotional wellness: Resources for overall well-being including mental health and meditation benefits.
• Other cool perks: A personalized health management program, pet insurance, commuter benefits, identity theft protection, discounts with our network of partners, and fun events are just a few of the optional benefits available.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees