Full-Time

Reports to: Goshen Campus Pastor

ROLE SUMMARY

The Guest Experience Director helps connect people with God by creating a welcoming, engaging environment every time someone steps onto our campus. This person oversees all aspects of the Guest Experience Team including the Parking Lot Team, Door Greeters, Café, Lobby Experience, Worship Center Experience, Ushers, Security Team, and Special Elements Team and works closely with the Goshen Campus Pastor to ensure that every guest finds hope, purpose, and belonging. In addition to leading weekend Guest Experience operations, this role owns the guest follow-up and assimilation process helping first-time visitors become regular attenders, volunteers, and contributors at Crossroads.

RESPONSIBILITIES

Leadership & Oversight

• Lead, recruit, and develop team leaders and volunteers across all areas of Guest Experience

• Ensure all serving schedules are managed effectively by team leaders and filled for every service

• Oversee Guest Experience operations during Thursday evening and Sunday services, as well as special events (e.g., Easter, Christmas, Kickoff Sunday)

• Partner with the Campus Pastor to continually enhance the weekend worship experience

Guest Engagement

• Champion a culture of warmth and hospitality from the parking lot to the worship center

• Own and manage the relational aspects of new guest follow-up and assimilation, coordinating personal follow-ups, and tracking guest engagement to ensure people are taking steps toward regular attendance, serving, and generosity

• Partner with the Campus Pastor to integrate pastoral care into the follow-up process as needed

• Help facilitate volunteer onboarding and placement, ensuring a smooth and welcoming process for new team members

• Oversee the Café and Merch areas, ensuring they reflect Crossroads’ brand and vision

Experience

• Collaborate with the Campus Pastor and creative teams to develop fun, memorable experiences that align with sermon series themes (e.g., “Toxic” series hazmat suits, family photo keepsakes, etc.)

• Maintain a high standard of excellence for the worship center environment before and between services ensuring ushers minimize distractions, the atmosphere feels inviting, and guests can engage in worship

• Support the Special Elements Team in planning interactive, meaningful service moments alongside the Campus Pastor

Vision & Growth

• Dream, plan, and set goals for the ongoing development and expansion of the Guest Experience Ministry

• Continuously assess and improve the systems and structures that create a consistent, high-impact guest experience

• Lead with creativity and intentionality as the campus continues to grow, ensuring scalability and excellence

• Other duties as assigned

QUALIFICATIONS

• A growing relationship with Jesus Christ and alignment with Crossroads Community Church’s mission and values

• Strong leadership, communication, and interpersonal skills

• Experience leading teams or coordinating volunteers (church or organizational setting preferred)

• Ability to multitask, stay organized, and work effectively in a fast-paced, high-energy environment

• Creative mindset with a passion for building communityand connection

Personal Characteristics

• Warm, friendly, and approachable personality that reflects Christ’s love

• A leader who values people over process but understands that systems help people thrive

• Creative thinker who enjoys bringing ideas to life

• Team player with a “whatever it takes” attitude