Vibee - Director, Elevated Experience

Job Summary:

WHO ARE YOU?

Do you enjoy live events? Do you excel in fast paced, creative environments? Then you’re in luck! We are looking for a highly motivated self-starter who embodies both a passion for music and a love of the live event experience. Is this you? Read on… 

WHO ARE WE?

Vibee builds unforgettable destination experiences for fans around the world. Founded by Live Nation, the world’s leading live entertainment company, and Insomniac, Vibee provides fans the opportunity to immerse themselves in the best music and entertainment events on land and sea. From curated activations to bespoke festival packages, Vibee creates transformative moments in the most sought after destinations.

THE ROLE

Vibee is seeking a highly motivated and proactive Director, Elevated Experience to join the team. You will design holistic guest experiences by thoughtfully orchestrating every element of the event ecosystem, from visual aesthetics and staff presentation to interactive moments and VIP differentiators. Execute events with exceptional attention to experiential details, going beyond operational basics to craft immersive environments where each component works synergistically to support our overarching brand storytelling objective.  Simply put, create memorable, cohesive narratives that resonate with attendees. This role will work closely with our Partnerships, Production and Operations, and Fan Experience teams. This is not a remote position and required to be in office and on site at various event locations.

RESPONSIBILITIES

Cross-Functional Strategy & VIP Standards

• Set and steward the VIP Experience framework for all Vibee Programs, translating brand standards into clear operational benchmarks, SLAs, and SOP adherence across teams.

• Pressure-test operational plans (run-of-show, guest journeys, staffing, wayfinding, service design) to identify risks and elevate moments of delight; drive pre-mortems and post-mortems to institutionalize learnings.

• Define quality gates and acceptance criteria for inclusions, activations, and service touchpoints; own the cross-functional readiness checklist and go/no-go signoffs.

Package Inclusions & Add-Ons (Collaboration-First)

• With the Partnerships team (Director of Partnerships): co-concept and refine add-ons and partner-led inclusions; ensure feasibility, premium fit, and clear entitlements; provide financial inputs (rates, caps, holds) for pro formas.

  • With the Ancillary Programs Manager (APM): the APM owns gifting & inclusion logistics (sourcing, design execution, ordering, shipping, kitting, QA); the Director of Elevated Experience and Director of Partnerships approve to standard, controls versioning, and ensures cross-team alignment to timelines and budgets.

• With Production & Operations: convert inclusion concepts into executable plans (design specs, production timelines, vendor scopes, tech/AV/FOH needs) and confirm resourcing.

• Maintain inventory alignment for Inclusion Events where public sales are permitted, ensuring package entitlements and holds are protected and reconciled.

Experience Design & Execution Oversight

• Lead cross-functional experience run-throughs (tabletops, site walks, cue-to-cue) to validate guest flow, signage, hospitality details, VIP ingress/egress, and contingency paths.

• Coordinate and oversee activations and package inclusions at all Vibee Programs and Experiences, escalating to Prod/Ops for on-the-ground delivery.

• Partner communication: ensure partner-facing deliverables (BOMs, specs, runbooks, dashboards) are consistent, accurate, and timely.

Fan Experience & Concierge Collaboration

• With the Director of Fan Experience: co-set VIP-level service standards for advance customer service (tone, response SLAs, escalation criteria, knowledge base accuracy) and onsite guest relations/concierge (queuing, issue resolution, special handling).

• Ensure front-line and onsite teams are staffed, briefed, and equipped; monitor performance in real time and coach for continuous improvement.

• Maintain a unified communications playbook across verbal, email, chat, and printed materials; recommend system/process improvements to raise clarity and confidence.

Financial Rigor & Event Settlement Inputs

• In partnership with Production & Operations, provide package inclusion recommendations supported by quotes, cost models, and contribution analyses; contribute to Package Financials and forecast accuracy.

• In collaboration with Finance and all event teams, maintain accurate financial records required for event settlements (ticket revenue where public sales occur, event expenses, and operational incidentals).

• Track budget adherence for inclusion components and flag variance risks with mitigation recommendations.

Systems, SOPs & Continuous Improvement

• Keep current on all SOPs; socialize updates and reinforce compliance with partner teams.

• Collaborate on systems design (tools, forms, dashboards, QA checklists) to set and maintain quality benchmarks.

• Own the post-event reporting for elevated experience metrics; synthesize insights and drive corrective action plans.

Leadership & Team Culture

• Foster a positive, high-accountability team environment that prizes service excellence, preparedness, and clear communication.

• Advise and support Fan Experience, Partnerships, and Production and Operations counterparts with timely information and decision support.

• Model Vibee’s values in partner and vendor interactions; uphold buyer confidence through consistent premium execution.

• Liaise with marketing, finance, executive production, ticketing, fan experience, and operations departments to ensure cohesive event execution.

• Facilitate regular cross-departmental meetings to align on objectives and progress.

• Ensure all deadlines and deliverables are met in a timely manner.

• Recruit, hire, train and onboard various team members, clients and vendors

• Flexibility to take on other job related duties as required.

QUALIFICATIONS

• 10+ years’ experience in live event planning and producing

• Proven ability to manage teams for planning and building large-scale events or music festivals

• Proven ability to develop and execute staff training sessions across a variety of production fields

• Proficiency in spreadsheets, Google Suite, Airtable, and Asana

• Must be motivated with an “Everything is possible” attitude

• Must be an active problem solver, instilled with a sense of urgency for projects large and small

WORK ENVIRONMENT

• Must be able to tolerate loud noise levels & busy environments

• May work in drastic temperature climates

• Must be willing to work during evening and weekend hours, as required, to meet deadlines 

• Must be willing and able  to travel extensively both domestically and abroad including extended on-site assignments

• Must be able to continuously stand or walk.

• Must be able to bend, squat, climb stairs and lift frequently

• Must be able to lift up to 20 pounds occasionally

• May occasionally walk on slippery or uneven surfaces

• Position will expose candidate to sensitive company information and so must maintain strict confidentiality

• Must exercise the utmost discretion in dealing with staff, vendors, and business associates regarding sensitive matters

Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Vibee for a visa.

EQUAL EMPLOYMENT OPPORTUNITY 

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. 

Vibee strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. 

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Vibee will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Vibee  also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Vibee will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Vibee recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Vibee may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.

Hiring Salary Range: $100,000.00-130,000.00 USD

Pay is based on a number of factors including market location, qualifications, skills, and experience.