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Business Support Services / Experienced / Sr. Manager / Director
Director, Guest Experience – Lakehouse
Orlando, FL
138129
Career Level Requirement
Experienced
Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team.
KPMG is currently seeking a Director, Guest Experience to join our KPMG Lakehouse organization.
Responsibilities:
- Establish and execute the strategic vision for the Lakehouse guest experience; identify opportunities to innovate and enhance participant engagement across the complete guest journey, from pre-arrival through departure
- Oversee guest feedback and experience measurement programs, including survey strategy, reporting, analytics, Qualtrics platform utilization, and AI-enabled insights; translate data into actionable recommendations that improve the participant's experience and operational effectiveness
- Provide strategic oversight for activity programming, networking opportunities, wellbeing experiences, cultural initiatives, community impact activities, and engagement touchpoints that enhance the Lakehouse experience beyond the classroom
- Partner with internal and external stakeholders to ensure alignment, operational readiness, and consistent delivery of the Lakehouse experience; serve as a key advisor to leadership on participant needs, emerging trends, and experience initiatives
- Lead strategic initiatives and special projects that support Lakehouse priorities, sustainability initiatives, process improvement, risk management compliance, and operational excellence
- Lead, coach, and develop a high-performing guest experience team; establish priorities, manage workloads, support career development, and foster a collaborative and inclusive culture
- Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment
Qualifications:
- Minimum ten years of recent progressive leadership experience in hospitality, guest experience, customer experience, event operations, learning environments, destination management, or related fields
- Bachelor's degree from an accredited college/university
- Proficiency in creation and implementation of feedback mechanisms
- Demonstrated experience leading teams and managing complex stakeholder relationships
- Strong analytical skills as well as advanced organizational, leadership and communication skills
- Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)
KPMG LLP and its subsidiaries (“KPMG”) complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. Depending on job classification, standard work hours, and years of service, KPMG provides Personal Time Off per fiscal year. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year and provides eligible employees two breaks each year where employees will not be required to use Personal Time Off; one is at year end and the other is around the July 4th holiday. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work.
Follow this link to obtain salary ranges by city outside of CA:
https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=5305_9_26
KPMG offers a comprehensive compensation and benefits package. KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding KPMG's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.
KPMG recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. Candidates are encouraged to apply expeditiously to any role(s) for which they are qualified that is also of interest to them.
Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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