Guest Experience Director

As part of the Experience Development department, the Guest Services Management team oversees a large part-time seasonal event staff at Oracle Park, collaborating with Ballpark Operations and cross-functional departments to ensure safety and deliver exceptional guest experiences at all events. This team is dedicated to creating memorable moments for every guest who walks through our doors.

The Director of Guest Services provides strategic and operational leadership for all guest experience functions at a Major League Baseball venue. This role translates organizational objectives into effective operational plans, ensuring consistent service standards, efficient staffing models, and seamless event execution. The Director oversees training programs, department SOPs, and event-day operations while fostering a culture of service excellence and continuous improvement.

·       Develop, implement, and maintain departmental SOPs, operational checklists, and event-day service standards.

·       Design and oversee the seasonal staffing model, including hiring strategy, onboarding, and all training and development programs.

·       Support and advance team member engagement initiatives through recognition programs, feedback collection, and cross-department collaboration

·       Manage staffing levels, scheduling strategy, payroll and budget utilization, and long-term resource planning.

·       Lead operational planning for all baseball games, concerts, and special events, ensuring alignment with venue-wide objectives.

·       Provide event-day leadership by overseeing managers and supervisors to ensure smooth operations and rapid issue resolution.

·       Analyze guest feedback, incident data, and operational performance metrics; recommend and implement service and operational enhancements.

·       Oversee and personally engage in the resolution of escalated guest concerns, ensuring timely, professional communication across phone, email, and in-person interactions.

·       Ensure full compliance with ADA requirements, league policies, organizational safety standards, and state/federal labor laws.

·       Collaborate with internal departments to develop ingress/egress plans, premium experience programs, guest communication strategies, and partnership or sponsorship activations.

Qualifications 

·       7+ years of experience in guest services, venue operations, or large-scale event management, preferably in a sports or entertainment environment.

·       2+ years of manager level experience.

·       A strong leader with a proven ability to build, motivate, and develop high-performing teams.

·       Demonstrate expertise in staff training, scheduling logistics, and performance management.

·       Demonstrate success implementing employee engagement, recognition, or service excellence initiatives that improve performance and retention.

·       Are knowledgeable in accessibility standards, large-event safety protocols, and union labor environments.

·       Can thrive in a fast-paced setting with non-traditional hours, including evenings, weekends, and holidays.

·       Are exceptional conflict resolution, communication, and problem-solving skills.

·       Influence and collaborate effectively with senior leaders and cross-functional partners in a matrixed organization.

One of the oldest teams in Major League Baseball, the San Francisco Giants are dedicated to enriching our community through innovation and excellence on and off the field. This past decade, the organization has won three World Series Championships, made four playoff appearances and thrown four no-hitters.

Off the field, the Giants have become internationally-renowned as a host to entrepreneurial and premier entertainment events. Celebrating over 60 years in San Francisco, the organization is entrenched in the Bay Area community as the Giants work with corporate and non-profit partners to raise awareness, educate and generate interest in a variety of issues important to both their fans and the local community.  

We are truly unique; we are an organization committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, innovation and teamwork and we want you and your ideas to thrive at the San Francisco Giants.

At the Giants, we strive to foster an inclusive work environment that encompasses the rich diversity of the San Francisco Bay Area, the place we call home. We welcome all people and are committed to creating an inclusive community built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.

Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply. If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.