Job Description:
The Associate Director, Guest Experience is a full-time exempt position with Kilowatt Events, Inc. This role is responsible for leading the strategy, execution, and evolution of the end-to-end guest experience across large-scale events, festivals, experiential activations, and client programs, while managing and mentoring a Guest Experience Manager and event staff.
This position requires exceptional communication skills, strong live event operational expertise, and a deep understanding of how crowd flow, environment, production, hospitality, and on-site service impact the attendee journey in dynamic, fast-paced settings. The ideal candidate thrives in high-energy environments, is solutions-oriented under pressure, and has experience navigating the unique challenges of nontraditional venues, temporary event sites, outdoor environments, and large public-facing events.
The ideal candidate is a proactive leader who can anticipate guest and operational needs, make informed real-time decisions, and collaborate cross-functionally with production, operations, security, staffing, vendors, and client teams to deliver seamless, memorable experiences at scale. This position reports to the Director, Events and is responsible for leading strategic decision-making to create exceptional programs and experiences for both clients and Kilowatt.
Location and Benefits:
The selected candidate will be based in Southern California with working sessions in the San Diego office (minimum of 8 days in office per year if not San Diego based) and project-related travel required 15-20% . Health benefits will be provided after 60 days.
Why You Will Love This Role:
1. Work on High-Profile Events: From fan festivals and corporate activations to large-scale entertainment productions, you’ll take the lead in delivering memorable, headline-worthy events.
2. Make a Real Impact: As a key decision-maker, you’ll directly shape event success and collaborate with top-tier clients, sponsors, and venues.
3. Travel and Flexibility: Combine your love for creativity and logistics while traveling to exciting event locations.
4. Building and Leading a Team: Work with a growing company to lead and build a department of talented professionals. Help influence decision making that molds the company and team’s future.
Essential Functions:
- Pre-planning and Post-event Reconciliation:
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Create, implement, and manage guest service programs from design through execution
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Work closely with all event stakeholders to garner a holistic understanding of the event and venue
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Communicate with clients, teammates, and suppliers in a timely, positive, and efficient manner.
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Budget Management:
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Manage event budgets and ensure alignment with projected costs.
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Work with accounting to reconcile vendor invoices as necessary.
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Manage budget billbacks working with accounting and procuring approvals from various stakeholders.
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Reconcile invoices, budgets, and event metrics post-event. Create post-event reports for clients and track recommendations for improving future events.
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Program Development:
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Devise strategic DOT maps that ensure fan needs are being met across the venue
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Manage the development of service team trainings
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Work closely with staffing, security, ticketing, and sponsorship teams for an overall positive fan experience
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Oversee the production of daily rundowns or briefing sheets for all teams
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Team Supervision and Management:
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Manage and mentor a team of Guest Experience managers, freelancers, and contractors to optimize performance.
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Delegate tasks effectively and ensure accountability.
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Client and Stakeholder Relationship Management:
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Develop and maintain relationships with clients, sponsors, vendors, partners, and venues to align on goals and expectations.
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Act as the primary liaison to resolve conflicts, anticipate stakeholder needs, and ensure client satisfaction.
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Identify new business opportunities and support Sales Team in RFPs and proposals as needed.
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Onsite Program Execution:
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Execute onsite programs successfully, meeting all deadlines and solving problems as they arise.
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Support and lead onsite teams of staff and vendors supporting project deadlines and team morale.
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Professional Development:
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Continuously work on professional development to stay current on trends, research, technology, and networking opportunities relevant to events and self-development.
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Contribute to creative ideation and event design by collaborating on concepts for opening ceremonies, experiential activations, or fan experiences.
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Cross-Departmental Support
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Assumes additional responsibilities as needed, such as project managing or event production, dependent on event calendar and business needs.
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Health and Safety:
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Adhere to all health and safety protocols.
Qualifications:
1. 8+ years working in the event industry.
2. 5+ years onsite event experience as a lead on major outdoor events, brand activations/agencies, or live event entertainment.
3. Ability to travel frequently and for extended durations (up to 2-3 weeks at a time).
4. A passion for creating excellent event experiences
5. Strong leadership and communication skills and the desire to nurture and grow a team
6. The ability to multitask and support many projects at the same time
7. Exceptional project management skills
8. Proficiency in Microsoft Office Suite.
9. 3+ Professional references required.
Who We Are:
Kilowatt Events is a woman owned, live event production business that specializes in building and operating temporary event venues, designing custom brand activations, and creating turnkey programs for the fan experience. Our expertise has supported televised world-class sporting productions, Red Carpets, Lifestyle Festivals, Fortune 100 Corporate Events and is proud to have collected a Sports EMMY for our work on the College Football National Championship for ESPN.
Kilowatt is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
The annual base salary range for this position is $105,000 – $110,000. The pay scale provided is the range that Kilowatt Events reasonably expects to pay as starting base compensation for this role. All Kilowatt Events compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with Kilowatt Events’ operational business needs and applicable law.
