• Senior Director, Events & Experience

    New York Racing Association (NY)


    Title: Senior Director, Events & Experience

     

    Employee Status: Regular Full Time

     

    Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

     

    FLSA Status: Exempt

    Job Overview:

    NYRA is seeking an experienced leader to oversee Guest and Premium Experience, Hospitality and Food and Beverage Operations. This unique position is critical in the continued success of Saratoga Racecourse and the new Belmont Park. The Sr. Director, Guest Experience will manage a high performing team and is accountable for conducting effective performance management and meaningful career development conversations. They will direct activities for strategic initiatives and serve as a primary point of contact for internal and external stakeholders. This role is responsible for ensuring best-in-class experiences and hospitality for all on track guests.

    Essential Functions:

    • Redevelop and enhance NYRA’s Guest and Premium Experiences department with the goal of providing best-in-class customer service and experiences to all on-track guests

    • Oversee hospitality plans working closely with all NYRA departments, most importantly sales and operations

    • Manage relationship with Food & Beverage partner; establish clear deliverables and oversee P&L

    • Create and execute plans for major events including Belmont Stakes, major race weekend and Breeders Cup

    • Develop plan in conjunction with NYRA Events team to utilize both Saratoga and Belmont Park for non-racing events as a supplemental revenue stream

    • Drive initiatives around staff training working closely with HR, guest experience vendor and all campus staff

    • Collaborates with multiple departments on internal strategies and supports organizational objectives and business goals

    • Develop and oversee strategic guest service initiatives to drive operational efficiency and customer satisfaction.

    • Collaborates with cross-functional teams to implement large-scale hospitality and event strategies.

    • Oversees budgets, resource planning, and cost-control measures for the guest services department.

    • Leads process improvement efforts, identifying and implementing innovative service solutions.

    • Establishes partnerships with external vendors and stakeholders to enhance guest experience offerings.

    • Responsible for managing operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring the achievement of team goals within established timelines and budgets.

    Qualifications:

    • 10-15+ years of related experience required

    • Preferred experience in opening sports and entertainment venues

    • Bachelor’s degree

    Summary of Physical Requirements and Work Environment:

    Physical requirements are mostly sedentary in nature. Employee may work in outside conditions depending on event calendar

     

    Pay Range / Salary: $203,300