The Director of Guest Experience is responsible for leading the stadium-wide strategy, execution, and continuous improvement of all guest-facing service programs at Acrisure Stadium. This role oversees all Guest Experience operations including event staff recruiting, training, service culture, museum and tour programs, accessibility services, and guest communication channels, to deliver exceptional experiences across NFL games, concerts, special events, and year-round venue attractions.

This position serves as a cross‑functional leader who partners with internal departments and external stakeholders to champion a world-class service environment. The Director develops training systems, manages staff engagement initiatives, oversees guest service operations, leverages technology and data to improve service delivery, and ensures guest satisfaction.

·       Lead the Guest Experience Division, including full-time leaders, interns, and 150+ part-time/event-day staff, ensuring high engagement, professionalism, and service excellence.

·       Oversee all aspects of Guest Experience, Guest Services, Hall of Honor Museum operations, and Stadium Tour programs.

·       Develop annual departmental strategy, goals, and KPIs.

·       Manage departmental budgeting, forecasting, procurement, and inventory.

·       Direct all Guest Experience functions for Steelers games, University of Pittsburgh football, concerts, and major stadium events.

·       Oversee event staffing, scheduling, and payroll through ABI MasterMind.

·       Lead the Guest Services event day team (Supervisors, Attendants, Elevators, Gate Announcers, Report Takers) to ensure seamless, consistent operations.

·       Serve as a primary point of escalation for all guest incidents, complaints, and accessibility needs before, during, and after events.  Ensuring all proper incident and accident reporting.

·       Ensure full compliance with ADA requirements by proactively coordinating accessible seating, mobility assistance, guest accommodations, and staff training to support an inclusive stadium experience.

·       Collaborate with Security, Ticketing, Premium, Operations, to ensure unified, efficient service delivery.

·     Design, implement, and manage the stadium-wide training ecosystem, including:

o   New Hire Orientation

o   Customer Service & Culture Training (PRIDE / Service Standards)

o   Supervisor & Leadership Workshops

o   LMS (Learning Management System) course development

o   Annual refresher and compliance training

·       Engage external partners and guest speakers to strengthen annual training programs.

·       Coach, mentor, and develop full-time and seasonal leaders to grow departmental capability and bench strength.

·       Oversee the year-round operation of the Steelers Hall of Honor Museum and Stadium Tour Program.

·       Expand experience offerings, VIP experiences, school programs, and revenue-generating opportunities.

·       Drive operational efficiency, new offering development, and ensure guest satisfaction.

·       Manage all guest service communication channels, including Hotline, Email, 24/7 software text messages, and incident reports.

·       Maintain and enhance the Fan Code of Conduct database and compliance processes.

·       Analyze data from 24/7 Software, CRM platforms, and surveys to identify trends, service gaps, and improvement opportunities.

·       Partner with IT and vendors on emerging technologies that improve guest engagement, service automation, and real-time communication.

·       Lead the Recognition & Incentive Program to boost staff morale, engagement, and retention.

·       Manage awards, raffles, surveys, season-end celebrations, and year-round messaging.

·       Promote a culture of appreciation and high performance across all event-day staff groups.

·       Bachelor’s degree in business, hospitality, management, or related field required.

·       5+ years of progressive leadership experience in venue operations, guest experience, sports, theme parks, or entertainment industries.

·       Proven ability to lead large teams in high-volume, fast-paced environments.

·       Expertise in customer experience strategy, staff development, and training development.

·       Working knowledge of accessibility standards and ADA compliance, with experience supporting inclusive guest experiences

Strong proficiency in:

·       ABI Mastermind (preferably as a Super User)

·       24/7 Software

·       Microsoft Dynamics CRM

·       Ticketmaster (Archtics/TM1)

·       FareHarbor

·       Microsoft Office Suite