Director of Events

Position Title - Director of EventsDivision - World of Illumination EntertainmentReports To - VP of OperationsDirect Reports - Seasonal Event Managers, Assistant Event Managers, Seasonal Events Coordinator, Seasonal Guest Relations CoordinatorIndirect Reports - 250+ Seasonal Employees (through Event Management team) + Guest Relations RepresentativesEmployment Status - Full-Time | ExemptSchedule - In-office: evenings, weekends, and holidays requiredTravel - Required : multi-market oversight throughout the USCompensation - $85,000 - $90,000ABOUT WORLD OF ILLUMINATIONWorld of Illumination is the world’s largest animated drive-through holiday light show, welcoming hundreds of thousands of guests each season across multiple US markets. Our immersive, large-scale seasonal events create magical moments for families and guests of all ages : and we build them from the ground up every year with a passionate team dedicated to extraordinary experiences.OPPORTUNITY FOR GROWTHAs Director of Events, you will own the full operational life of our seasonal entertainment experiences. You will build and lead a team of four direct reports: Seasonal Event Managers and Assistant Event Managers who lead 250+ seasonal employees in the field, a Seasonal Events Coordinator who keeps the administrative engine running, and a Seasonal Guest Relations Coordinator who oversees our guest-facing service channels. From front-of-house guest flow to back-of-house logistics to post-event customer resolution, you set the standard and develop the leaders who execute it.This is a high-visibility, high-impact role at the operational heart of World of Illumination, and one with genuine room to grow. As we build out this department, you will have a direct hand in shaping its direction, working closely with executive leadership on decisions that impact the company's trajectory. We are looking for someone ready to grow alongside us, and this role comes with expanded responsibility as the company scales.WHAT WE’RE LOOKING FORThe right person leads from the front. You are someone who:Owns outcomes: you build the systems, set the standards, and hold the line on execution quality across every marketDevelops people: you invest in Seasonal Event Managers and AEMs, giving them the tools and training to run world-class events independentlyThrives at scale: overseeing 250+ seasonal employees across multiple locations doesn’t overwhelm you; it energizes youChampions the guest: every operational decision ties back to delivering a magical experience for hundreds of thousands of guestsBrings calm to complexity: fast-paced, high-stakes live event environments are where you do your best workCommunicates with clarity: across VP leadership, event managers, frontline staff, and local market partnersKEY RESPONSIBILITIESEvent Leadership & ExecutionLead the planning, staffing, and execution of all WOI seasonal events across multiple US marketsOversee the full event lifecycle: pre-season setup, nightly operations, and post-season close-outDevelop and enforce operational playbooks, run-of-show documents, and site-specific proceduresProvide hands-on leadership during peak periods, traveling to markets as operational needs requireEnsure all events comply with local regulations, safety protocols, and permitting requirementsImplement risk management and emergency response procedures to protect guests and team membersTeam Leadership, Training & DevelopmentDirectly supervise Seasonal Event Managers, Assistant Event Managers, the Seasonal Events Coordinator, and the Seasonal Guest Relations CoordinatorDesign and deliver a comprehensive seasonal onboarding and training program for Event Managers and AEMs, equipping them to lead FOH and BOH operations to WOI standardsSupport Event Managers in hiring, onboarding, and developing the 250+ seasonal employees in their teamsBuild a culture of accountability, clear communication, and operational excellence across the entire seasonal workforceEstablish performance expectations, conduct evaluations, and partner with our staffing team on strategy and workforce planningServe as the primary escalation point and field coach for Event Managers navigating complex operational situationsEvents Coordinator OversightSupervise the Seasonal Events Coordinator, who provides administrative support across all event operationsEnsure the Coordinator maintains accurate records, documentation, and operational tracking across marketsLeverage the Coordinator role to keep logistics, scheduling, and cross-team communication running smoothly throughout the seasonGuest Relations OversightSupervise the Seasonal Guest Relations Coordinator, who manages a team of Guest Relations Representatives and all customer-facing service channelsEnsure the GR Coordinator establishes and upholds consistent service standards for handling guest inquiries, ticketing reschedule requests, refunds, and chargeback escalationsReview escalated guest issues and set clear resolution frameworks and response time standardsMonitor guest satisfaction metrics, NPS scores, and CRM reporting to identify service trends and drive continuous improvementEnsure all guest-facing channels : from in-person relations to digital inquiries : reflect WOI’s commitment to an exceptional guest experienceOperational Systems & OptimizationDesign and maintain scalable operational systems, documentation, and reporting frameworksIdentify and implement improvements to reduce friction and increase efficiency as WOI growsOversee admissions and merchandise inventory to optimize sales performance and prevent shortagesUse operational data to identify trends, guide decisions, and surface insights for leadershipCollaborate cross-functionally with Marketing, executive leadership, and other departments.Budget & Vendor ManagementDevelop and manage seasonal event budgets covering labor, equipment, and operational expensesBuild and maintain strong vendor and partner relationships that support high-quality productionNegotiate contracts and ensure all deliverables meet company standards, timelines, and budget targetsMonitor financial performance and identify cost-saving opportunities without compromising guest experiencePost-Season Evaluation & PlanningLead post-event and post-season operational reviews covering performance, guest satisfaction, and financial outcomesDocument lessons learned and operational insights to strengthen systems ahead of the next seasonPresent findings and strategic recommendations to VP of Operations and executive leadershipSupport succession planning to develop Event Managers for expanded responsibilities season over seasonQUALIFICATIONS & REQUIREMENTSBachelor’s degree in Event Management, Hospitality, Business Administration, or related field preferredProven experience in large-scale live event operations, seasonal entertainment, or venue management3+ years of experience leading and managing teams : multi-site and seasonal workforce experience strongly preferredDemonstrated success training and developing event managers or supervisors who lead frontline teamsExperience managing or overseeing customer service or guest relations functions, including complaint resolution, refunds, and chargeback escalationsDeep knowledge of event logistics, FOH/BOH operations, safety compliance, and risk managementAdvanced proficiency in ticketing platforms, box office operations, and CRM software (ZenDesk preferred)Strong background in guest relations and service excellence standardsProficiency in G-Suite; experience with Deputy or similar workforce scheduling software is a plusData-driven mindset : experience using operational metrics and guest feedback to guide improvementExcellent problem-solving, communication, and negotiation skills across all levels of an organizationAbility to manage multiple priorities in a fast-paced, high-pressure live event environmentWillingness and ability to travel to multiple US markets throughout the event seasonFlexible schedule including evenings, weekends, and holidaysWHY WORLD OF ILLUMINATIONThis is more than an operations role : it’s a chance to build something real. You will shape the operational backbone of one of the country’s most beloved seasonal entertainment experiences, develop a generation of event leaders, and create moments that hundreds of thousands of families will remember for years.We move fast, we set high standards, and we care deeply about the work we do and the people we do it with. If that sounds like your kind of environment, we’d love to meet you.“Be the reason someone’s world feels brighter.”