Director of Events Full Time NEW

Position: Director of Events

Employment Classification: Full-Time Exempt

Compensation: 85K – 90K

Location: Phoenix, AZ; In-Office

WHAT WE’RE LOOKING FOR

The right person leads from the front. You are someone who:

• Owns outcomes: you build the systems, set the standards, and hold the line on execution quality across every market
• Develops people: you invest in Seasonal Event Managers and AEMs, giving them the tools and training to run world-class events independently
• Thrives at scale: overseeing 250+ seasonal employees across multiple locations doesn’t overwhelm you; it energizes you
• Champions the guest: every operational decision ties back to delivering a magical experience for hundreds of thousands of guests
• Brings calm to complexity: fast-paced, high-stakes live event environments are where you do your best work
• Communicates with clarity: across VP leadership, event managers, frontline staff, and local market partners

KEY RESPONSIBILITIES

Event Leadership & Execution

• Lead the planning, staffing, and execution of all WOI seasonal events across multiple US markets
• Oversee the full event lifecycle: pre-season setup, nightly operations, and post-season close-out
• Develop and enforce operational playbooks, run-of-show documents, and site-specific procedures
• Provide hands-on leadership during peak periods, traveling to markets as operational needs require
• Ensure all events comply with local regulations, safety protocols, and permitting requirements
• Implement risk management and emergency response procedures to protect guests and team members

Team Leadership, Training & Development

• Directly supervise Seasonal Event Managers, Assistant Event Managers, the Seasonal Events Coordinator, and the Seasonal Guest Relations Coordinator
• Design and deliver a comprehensive seasonal onboarding and training program for Event Managers and AEMs, equipping them to lead FOH and BOH operations to WOI standards
• Support Event Managers in hiring, onboarding, and developing the 250+ seasonal employees in their teams
• Build a culture of accountability, clear communication, and operational excellence across the entire seasonal workforce
• Establish performance expectations, conduct evaluations, and partner with our staffing team on strategy and workforce planning
• Serve as the primary escalation point and field coach for Event Managers navigating complex operational situations

Events Coordinator Oversight

• Supervise the Seasonal Events Coordinator, who provides administrative support across all event operations
• Ensure the Coordinator maintains accurate records, documentation, and operational tracking across markets
• Leverage the Coordinator role to keep logistics, scheduling, and cross-team communication running smoothly throughout the season

Guest Relations Oversight

• Supervise the Seasonal Guest Relations Coordinator, who manages a team of Guest Relations Representatives and all customer-facing service channels
• Ensure the GR Coordinator establishes and upholds consistent service standards for handling guest inquiries, ticketing reschedule requests, refunds, and chargeback escalations
• Review escalated guest issues and set clear resolution frameworks and response time standards
• Monitor guest satisfaction metrics, NPS scores, and CRM reporting to identify service trends and drive continuous improvement
• Ensure all guest-facing channels : from in-person relations to digital inquiries : reflect WOI’s commitment to an exceptional guest experience

Operational Systems & Optimization

• Design and maintain scalable operational systems, documentation, and reporting frameworks
• Identify and implement improvements to reduce friction and increase efficiency as WOI grows
• Oversee admissions and merchandise inventory to optimize sales performance and prevent shortages
• Use operational data to identify trends, guide decisions, and surface insights for leadership
• Collaborate cross-functionally with Marketing, executive leadership, and other departments.

Budget & Vendor Management

• Develop and manage seasonal event budgets covering labor, equipment, and operational expenses
• Build and maintain strong vendor and partner relationships that support high-quality production
• Negotiate contracts and ensure all deliverables meet company standards, timelines, and budget targets
• Monitor financial performance and identify cost-saving opportunities without compromising guest experience

Post-Season Evaluation & Planning

• Lead post-event and post-season operational reviews covering performance, guest satisfaction, and financial outcomes
• Document lessons learned and operational insights to strengthen systems ahead of the next season
• Present findings and strategic recommendations to VP of Operations and executive leadership
• Support succession planning to develop Event Managers for expanded responsibilities season over season

OPPORTUNITY FOR GROWTH

As Director of Events, you will own the full operational life of our seasonal entertainment experiences. You will build and lead a team of four direct reports: Seasonal Event Managers and Assistant Event Managers who lead 250+ seasonal employees in the field, a Seasonal Events Coordinator who keeps the administrative engine running, and a Seasonal Guest Relations Coordinator who oversees our guest-facing service channels. From front-of-house guest flow to back-of-house logistics to post-event customer resolution, you set the standard and develop the leaders who execute it.

This is a high-visibility, high-impact role at the operational heart of World of Illumination, and one with genuine room to grow. As we build out this department, you will have a direct hand in shaping its direction, working closely with executive leadership on decisions that impact the company’s trajectory. We are looking for someone ready to grow alongside us, and this role comes with expanded responsibility as the company scales.

QUALIFICATIONS & REQUIREMENTS

• Bachelor’s degree in Event Management, Hospitality, Business Administration, or related field preferred
• Proven experience in large-scale live event operations, seasonal entertainment, or venue management
• 3+ years of experience leading and managing teams : multi-site and seasonal workforce experience strongly preferred
• Demonstrated success training and developing event managers or supervisors who lead frontline teams
• Experience managing or overseeing customer service or guest relations functions, including complaint resolution, refunds, and chargeback escalations
• Deep knowledge of event logistics, FOH/BOH operations, safety compliance, and risk management
• Advanced proficiency in ticketing platforms, box office operations, and CRM software (ZenDesk preferred)
• Strong background in guest relations and service excellence standards
• Proficiency in G-Suite; experience with Deputy or similar workforce scheduling software is a plus
• Data-driven mindset : experience using operational metrics and guest feedback to guide improvement
• Excellent problem-solving, communication, and negotiation skills across all levels of an organization
• Ability to manage multiple priorities in a fast-paced, high-pressure live event environment
• Willingness and ability to travel to multiple US markets throughout the event season
• Flexible schedule including evenings, weekends, and holidays