Client Experience Director

Position: Client Experience Director (Remote)
Division: Stratoscope Consulting
Reporting to: Vice President, Stratoscope Consulting

Company Overview

Stratoscope is a leading provider of security, crowd management, and consulting services across the Event and Sports + Entertainment industries. Our work is guided by the P5 Strategy – People, Products, Process, Planning, and Performance – which defines our commitment to excellence in every engagement.

We deliver proactive, data-driven, and human-centered solutions that help clients execute large-scale, high-visibility events with precision and confidence. Our purpose is to create Peace of Mind for every client by anticipating challenges, minimizing risk, and delivering exceptional results through collaboration, innovation, and operational excellence.

Client Experience Department Overview

The Client Experience Department is at the heart of Stratoscope’s service delivery model. Acting as the command center for client engagement, event planning, and on-site execution, the team ensures that every project reflects Stratoscope’s standards of excellence.

From initial consultation to post-event review, Client Experience owns the full lifecycle of project delivery – driving timelines, coordinating teams, and aligning client expectations with operational capabilities. Each team member is both a relationship builder and a problem solver, uniting the best of hospitality, strategic management, and field leadership to ensure every event is a success.

Position Overview

The Client Experience Director serves as the strategic and operational leader responsible for ensuring the flawless execution of Stratoscope Consulting’s projects and events. Acting as the primary liaison between clients, vendors, and internal departments, this individual owns the success of each engagement – ensuring projects are delivered on time, on budget, and with measurable excellence.

This position requires a dynamic, hands-on leader who thrives in complexity. The Director is responsible for orchestrating all phases of event execution – from initial scope development and budgeting through on-site delivery and post-event analysis. This individual must be capable of shifting seamlessly between high-level strategy and tactical detail, ensuring every component of an event – from staffing and safety plans to vendor coordination and reporting – aligns with both client expectations and company standards.

The Director plays an influential role in shaping Stratoscope’s growing consulting practice. Beyond leading events, this role is expected to drive innovation in client service, standardize processes across the consulting division, and mentor emerging leaders within the Client Experience team. The successful candidate will demonstrate exceptional leadership presence, operational intelligence, and a relentless pursuit of excellence in both planning and execution.

While the day-to-day responsibilities are remote, this position requires travel to meetings, site visits, and live events as needed (typically up to 12 consecutive days per engagement ).

Key Responsibilities

Client & Project Leadership

• Serve as the primary point of contact for assigned clients throughout all phases of the project lifecycle.
• Lead client-facing strategy sessions, planning meetings, and pre-event coordination calls.
• Translate client objectives into actionable operational plans, ensuring every detail is captured and executed flawlessly.
• Manage and guide cross-functional project teams – including Project Operations, Staffing, and vendor partners – to ensure seamless delivery.
• Establish and maintain long-term client relationships built on trust, transparency, and performance excellence.

Operational Execution

• Oversee all planning documentation including crowd management plans, staffing maps, RFPs, and event budgets.
• Manage the creation, tracking, and approval of project budgets, ensuring profitability and accuracy in forecasting.
• Lead on-site operations as the senior Stratoscope representative – conducting daily briefings, managing incident reporting, and ensuring adherence to safety protocols.
• Coordinate with local law enforcement, emergency management, and venue representatives to ensure full compliance and risk mitigation.
• Execute and deliver Daily Reports, Incident Logs, and After Action Reports (AARs) summarizing event performance, metrics, and recommendations.

Team Development & Collaboration

• Mentor and develop team members within the Client Experience department, promoting accountability, professionalism, and excellence.
• Collaborate closely with the Project Operations and Business Operations departments to ensure all project elements – budgets, staffing, logistics – align seamlessly.
• Support recruitment, onboarding, and training efforts for new team members as the department scales.
• Represent the Client Experience function in internal leadership meetings, providing visibility into client outcomes, project performance, and departmental initiatives.

Requirements

Required Traits & Qualifications

• Strategic and analytical thinker capable of balancing big-picture vision with tactical execution.
• Proven experience in event management, crowd management, or large-scale project leadership.
• Entrepreneurial mindset with the ability to develop new client relationships and identify growth opportunities.
• Skilled communicator – able to confidently lead discussions, negotiate solutions, and influence at all organizational levels.
• Strong financial management skills, including budget development, cost control, and profitability analysis.
• Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects under tight deadlines.
• Proactive and composed under pressure, with a natural ability to identify problems before they arise and implement timely solutions.
• Technical proficiency in Google Workspace, Bluebeam, Intacct, Monday.com, and event technology systems (video surveillance, weapons detection).

Preferred Qualifications

• 5–10 years of experience in Event Security, Crowd Management, or Consulting.
• Proven track record in delivering high-profile events across multiple venues or states (California, Florida, Georgia, New York, Nevada preferred).
• Experience in the Sports + Entertainment industry strongly preferred.
• Experience managing vendor relationships, subcontractors, and multi-agency coordination.
• Bachelor’s degree in Business Administration, Event Management, or related discipline preferred.

The Ideal Candidate

The ideal Client Experience Director is a forward-thinking, client-obsessed professional who combines business acumen with operational precision. They thrive in high-stakes environments, navigate ambiguity with confidence, and inspire others to perform at their best. This individual embodies Stratoscope’s core values – excellence, accountability, and collaboration – and serves as both a leader and a culture carrier within the organization.

Why Join Stratoscope

• Opportunity to shape one of the fastest-growing consulting divisions in the event security industry.
• Collaborative, high-performance environment where ideas are valued and initiative is rewarded.
• Exposure to some of the world’s most recognized events, venues, and entertainment brands.
• Commitment to professional development, innovation, and work-life balance.

Benefits

We are committed to supporting the wellbeing of our employees through a comprehensive benefits program. Full‑time employees receive access to a range of benefits, including:

• Medical, dental, and vision coverage
• Multiple medical plan options with preventive care, prescription coverage, telemedicine, and mental health support
• Tax‑advantaged accounts, including FSA, Dependent Care FSA, and HSA, employee support programs, and company-paid life and AD&D insurance
• 401(k) retirement plan with a 3% employer safe‑harbor match, with quarterly enrollment for new hires
• Unlimited Paid Time Off
• Coverage and eligibility determined by plan rules; enrollment occurs within 30 days of eligibility medical coverage begins on the date of hire or the first of the following month