Client Experience Director

Company Overview

Stratoscope is a prominent provider specializing in security, crowd management, and consulting within the Event and Sports + Entertainment sectors. The company follows the P5 Strategy — focusing on People, Products, Process, Planning, and Performance — to ensure superior quality in all engagements. They deliver proactive, data-driven, and client-centric solutions aimed at flawless execution of large-scale events, creating peace of mind by anticipating risks and fostering collaboration and innovation.

Client Experience Department

This department serves as the central hub for client interactions, event planning, and on-site execution, ensuring that every project meets Stratoscope’s high standards. It manages full project lifecycle from initial consultation to post-event analysis, aligning client expectations with operational delivery through effective leadership and relationship building.

Position Overview

The Client Experience Director acts as both strategic and hands-on leader responsible for the successful delivery of projects and events. They coordinate client, vendor, and internal collaboration to ensure projects meet timelines, budgets, and quality benchmarks. The role demands balancing strategic vision with operational details, including staffing, safety, vendor coordination, and reporting. The director also contributes to innovation in client service and team development, often requiring travel of up to 12 consecutive days per event.

Key Responsibilities

• Act as the main client liaison throughout all project stages.
• Lead strategic planning sessions and coordinate pre-event meetings.
• Convert client goals into precise operational plans ensuring flawless execution.
• Manage cross-functional teams including Project Operations, Staffing, and vendors for smooth project delivery.
• Build and sustain strong client relationships grounded in trust and excellence.
• Supervise all documentation including crowd management plans, budgets, and staffing allocations.
• Oversee budget creation, monitoring, and profitability forecasting.
• Serve as senior representative during on-site operations, handling briefings, incident reporting, and safety adherence.
• Collaborate with law enforcement and venue staff to ensure compliance and risk management.
• Produce daily reports, incident logs, and after-action reviews summarizing event outcomes and recommendations.
• Mentor Client Experience team members, fostering accountability and professional growth.
• Work in close partnership with Project and Business Operations to align project budgets, staffing, and logistics.
• Contribute to recruitment, onboarding, and training to support departmental growth.
• Represent the department in leadership meetings, sharing insights on client outcomes and project performance.

Required Traits and Qualifications

• Strategic thinker with the ability to balance vision and detailed execution.
• Proven background in event or crowd management and leadership of large-scale projects.
• Entrepreneurial mindset with skills in client development and identifying new business opportunities.
• Exceptional communication and negotiation abilities across organizational levels.
• Strong financial expertise, including budgeting and cost control.
• Experience leading diverse teams and managing multiple projects under pressure.
• Proactive problem solver comfortable in high-stress situations.
• Technical proficiency in tools such as Google Workspace, Bluebeam, Intacct, Monday.com, and event technologies like video surveillance and weapons detection.

Preferred Qualifications

• Five to ten years’ experience in event security, crowd management, or consulting.
• Track record managing prominent events across multiple U.S. states, especially California, Florida, Georgia, New York, and Nevada.
• Background in the Sports and Entertainment industry valued.
• Experience handling vendor relations, subcontractors, and multi-agency coordination.
• Bachelor’s degree in Business Administration, Event Management, or related fields preferred.

Ideal Candidate Profile

The ideal candidate is a visionary yet detail-oriented leader, client-focused, and adept at navigating complex situations. They embody excellence, responsibility, and teamwork, excelling as both a leader and cultural ambassador.

Why Work at Stratoscope

• Chance to influence an expanding consulting arm within event security.
• Supportive, high-achievement culture fostering innovation and initiative.
• Opportunities to work with leading events, venues, and entertainment brands worldwide.
• Commitment to employee development, innovation, and maintaining work-life balance.

Employee Benefits

• Comprehensive medical, dental, and vision insurance options.
• Preventive care and prescription coverage, including telemedicine and mental health support.
• Tax-advantaged accounts such as FSA, Dependent Care FSA, and HSA.
• Company-paid life and AD&D insurance.
• 401(k) plan with employer match of 3% and quarterly enrollment opportunities.
• Unlimited Paid Time Off policy.
• Coverage eligibility follows plan criteria; enrollment within 30 days of hire with medical coverage effective immediately or next month.

Compensation

The annual base salary range is $100,000 to $120,000.