Director of Experiential Guest Services

Director Of Experiential Guest Services

SSA Group is looking for a talented Director of Experiential Guest Services to join our team!

At SSA, we're Unapologetically Family — it's who we are and how we show up for each other, for our 90+ cultural attraction partners, and for the more than 100 million guests we welcome each year. We laugh, we celebrate our wins, and we learn from our mistakes together. That family mindset shapes 452 Hospitality, the heartbeat of everything we do: creating special moments of hospitality that have a lasting impact, before, during, and after every guest visit.

We bring together admissions, culinary, and retail— to shape one seamless guest experience across the full Hospitality Experience Journey. Whether you're looking for your first job, building your career, or bringing years of experience to a new role, you'll be part of a team that values your ideas, supports your growth, and encourages you to make an impact. More than 54% of our leaders are promoted from within — proof that when we say we invest in people, we mean it.

Position Title:

Director of Experiential Guest Services

Reports to:

EVP, Guest Experience

Job Description:

The Director of Experiential Guest Services owns the strategy, growth, and performance of SSA's experiential guest offerings — attraction guest photography, face painting, temporary tattoos, caricature artists, and emerging service lines. This is a builder's role: the Director is responsible for developing this line of business from concept through execution, establishing the operating model, defining service standards, and driving profitable growth across SSA's portfolio of partner locations.

The Director ensures opportunities measure to market performance and viability, partnering with Growth and Regional Vice President for pipeline opportunities. Sets and delivers revenue and margin targets, partnering closely with location leadership for operational implementation and continued success. Partners with key stakeholders to ensure every experiential touchpoint enhances the guest visit and strengthens SSA's relationship with its partners. Success in this role means turning a set of individual services into a scalable, repeatable, high-performing line of business.

Business Development & Revenue Growth

• Identify and pursuing expansion opportunities for SSA's pipeline and successful program launches in partnership with Growth team and Regional Vice President.
• Identify and pursue expansion opportunities across existing and prospective partner locations
• Build the business case and present new experiential programs, alongside RVP and/or GM, to partner and executive stakeholders
• Lead new program launches from proposal through opening
• Influence annual revenue growth targets for the experiential portfolio, forecast accurately, and drive corrective action with the P&L owner when results trend off plan

Operating Strategy

• Design and document the operating model, including staffing structures, workflows, and quality benchmarks across all service lines
• Establish equipment, technology, and inventory management standards utilizing existing enterprise tools
• Monitor execution against standards and refine the model as the business scales
• Evaluate and manage vendor relationships, imaging platforms, and equipment sourcing to support quality, efficiency, and scalability

Revenue Optimization & Guest Engagement

• Drive per-capita spend through pricing strategy, package design, and product mix
• Improve capture and conversion rates through upselling programs and placement/flow within each venue
• Partner with Growth (marketing) on promotional strategy, on-site merchandising, and campaigns that increase guest awareness and participation

Team Leadership & Partner Relations

• Recruit, train, and develop talent
• Build training programs, KSAs, and career pathing in partnership with People Department that support consistent execution at scale
• Serve as the senior point of contact for experiential services with SSA's General Manager and Regional Vice President, aligning programs to each partner's brand and guest expectations

Education & Experience

• Prior experience operating an attraction…