Manager - Guest Experience

Position:                             Guest Experience Manager

Department:                       Stadium Operations: Event Operations/ Management

Reporting Relationship:   Supervised by the Senior Director of Operations and Events

Status:                                Full-Time (Exempt)

Position Summary

This position is responsible for overseeing, executing, and managing the guest experience and satisfaction for events and event staff at Bank of America Stadium. 

Primary Responsibilities

• Oversee Bank of America Stadium Guest Experience Team to include scheduling, training, and event day responsibilities
• Manage relationship with the stadium’s third party staffing and security vendor to ensure the daily operation and gameday needs are being met
• Coordinate with event managers to understand staffing requirements and needs for each event and serve as communication branch to vendors
• Manage guest experience evaluation platforms such as secret shopper program, team member surveys, and other metrics to identify areas of improvement and success
• Review NFL Voice of the Fan surveys and prepare plan of action
• Development and ongoing measurement of service related Key Performance Indicators
• Monitor and respond to guest feedback email account as the primary contact for inquiries
• Oversee 24/7 software as it relates to game day usage and reporting
• Manage and implement game day staff engagement programs along with standard operating procedures and trainings to promote enhanced guest experience
• Program and manage the game day staff engagement and guest experience budget
• Research industry best practices to promote a positive work environment and guest experience
• Create and administer trainings and workshops to educate part time staff on building safety, use of equipment, best practices, fan engagement, and more
• Work alongside departments such as Ticket Operations, Security, Partnership and Marketing to coordinate logistics surrounding guest interactions, giveaways, and experiences
• Identify areas of improvement surrounding guest experience and staff engagement
• Document employee incidents and pursue corrective actions as necessary
• Ensure TSE and third-party employees maintain a strong relationship with all guests and supporter groups
• Other duties as assigned

Minimum Qualifications

• Bachelor’s degree required preferably in Sports and Entertainment Management, Event/Facility Management, or related field
• Minimum 5-7 years of advanced responsibility in Stadium, Arena or Major Event coordination/management of large-scale events
• Must have demonstrated strong customer service, management, leadership, and communication skills
• Must be flexible to work evenings and/or weekends and all Live Stadium events, including events held on weekends, nights, and holidays when necessary
• Must have a valid driver’s license
• Must pass pre-employment screens

Skills for Success

• Ability to improve and lead a positive, innovative, and encouraging work environment.
• Perform well in a fast-paced environment, balance multiple priorities simultaneously.
• Attention to detail, and time management skills
• Must be a team player, reliable, and dependable

Physical Requirements

• Standing for extended periods of time
• Walking throughout the stadium and stadium grounds
• Lift at least 50 pounds

Work Environment

This job operates in all areas of the facility both inside and outside.  At times it may include inclement weather working conditions. The job includes some work in an office environment as well.