Area Zone Lead, Team Member Experience

Hollywood Park Management Company, LLC. • Inglewood, CA

12h • $23 - $25 • Onsite

About The Position

Hollywood Park is a nearly 300-acre sports and entertainment destination being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke, with the 70,000-seat SoFi Stadium as its centerpiece. It is the largest urban mixed-use mega development under construction in the Western United States, planned to include residences, a hotel, retail, office space, and public parks. SoFi Stadium hosts major sporting and entertainment events, including the Super Bowl, College Football Championship, WrestleMania, the World Cup, and the Olympics. Hollywood Park is committed to creating extraordinary experiences and being an iconic destination that celebrates its diverse community, promising to exceed expectations while cultivating a fun and safe experience. The company culture emphasizes diversity, allowing team members to bring their authentic selves to work. Their S.T.A.R.S. commitments are built on five principles: Start with Care, Thrive as a Team, Anticipate Unspoken Needs, Resolve with Respect, and Safety Always.

Requirements

• A minimum 2 years’ experience in a prior lead role, leading a team.
• Previous experience in customer service, logistics and/or warehouse operations.
• Strong in verbal/written communication and interpersonal skills.
• Positive and energetic attitude.
• Ability to multitask in a fast-paced environment.
• Requires a flexible schedule; able to work nights, weekends, and holidays as required.
• Comfortable working in large crowds and loud environments.
• Requires prolonged periods of standing, walking, and maneuvering up/down stairs in an indoor/outdoor environment.
• Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue.
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Lift up to 40 pounds
• Occasional pushing/pulling up to 50 lbs.
• Prolonged Steps or stair climbing, balancing
• Occasional stooping/bending over is unavoidable
• Prolonged standing throughout the day
• Prolonged walking throughout the day
• Rare sitting throughout the day
• Occasional reaching overhead as well as horizontal
• Hearing required to service guest
• Proficiency in English
• Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind.
• General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind
• Not unusual moist/dry environment
• High noise level and vibration high
• Non-hazardous environment
• Normally controlled environment
• Comfortable with working heights

Nice To Haves

• Experience with 24/7 Software.

Responsibilities

• Provides oversight across multiple zones and the Guest Experience Command Center, including direct leadership of Zone Leads assigned to dispatch functions.
• Bridges field operations and command-level coordination, ensuring consistent communication, escalation, and service execution across the entire Guest Experience operation.
• Supports Team Member Experience operations across multiple zones of SoFi Stadium during events.
• Serves as an elevated extension of the TMX Zone Leader role, with increased scope, accountability, and decision-making authority.
• Oversees Zone Leaders and frontline TMX representatives within an assigned area, ensuring operational readiness, staffing alignment, policy compliance, and a positive team member experience.
• Partners closely with Guest Experience management and cross-functional departments to support seamless event execution, team performance, and safety.
• Leads proactively, resolves complex operational and team member issues, mentors Zone Leaders and TMX Representatives, and provides real-time feedback and reporting to management.
• Provides direct oversight of Zone Leads assigned to the Guest Experience Command Center.
• Serves as the primary leadership point of contact for all Command Center operations on event days.
• Ensures Command Center Zone Leads accurately receive, prioritize, and respond to Guest Experience related calls, requests, and inquiries from internal departments and guests.
• Monitors overall effectiveness of dispatch operations, including call handling, issue tracking, and follow-up resolution.
• Ensures proper categorization, documentation, and logging of all Guest Experience requests and incidents within 24/7 Software.
• Coordinates real-time communication between Command Center dispatchers, Area Managers, Zone Leads, GSCs, Mobility teams, and cross-functional partners.
• Escalates time-sensitive, complex, or high-impact guest experience issues to Guest Experience Management as appropriate.
• Provides coaching, guidance, and accountability to Command Center Zone Leads to ensure consistent messaging, professionalism, and adherence to established protocols.
• Provides leadership and oversight to TMX Zone Leaders and TMX representatives across assigned zones.
• Serves as the primary TMX escalation point within the assigned area, supporting Zone Leaders with operational, staffing, and team member issues.
• Acts as a subject matter expert for TMX processes, equipment, and expectations.
• Models professional leadership behavior and reinforces TMX and Guest Experience standards at all times.
• Attends pre-event leadership briefings and ensures accurate communication of event information to Zone Leaders.
• Conducts pre-event walkthroughs of assigned areas to confirm operational readiness, safety, and staffing coverage.
• Oversees TMX operational setup, including entry technology, radios, scanners, tablets, and other assigned equipment.
• Monitors zone performance throughout the event and deploys resources as needed to address staffing gaps or operational challenges.
• Moves between assigned zones to proactively identify and resolve issues impacting the operation or team member experience.
• Supports staffing accountability by collecting attendance data in partnership with Zone Leaders and reporting shortages to management.
• Assigns TMX staff to zones or posts based on certifications, experience, and operational need.
• Coaches, mentors, and supports TMX Zone Leaders through real-time feedback and guidance.
• Assists with on-the-job training and development of Zone Leaders and TMX representatives, including peer and event-day training.
• Supports recruiting and hiring initiatives, including participation in hiring fairs and onsite interviews when needed.
• Ensures consistent application of TMX and Guest Experience policies, procedures, and standards.
• Responds calmly and effectively to medical or emergency situations, directing others as appropriate.
• Ensures proper documentation of employee injuries and incidents, including witness statements.
• Maintains confidentiality of all company operations and sensitive information.
• Other duties as assigned.

Benefits

• 401(k) program with company match (first 3% at 100%, next 2% at 50%)
• Perkspot: Discounts on products and services (travel, gym memberships, entertainment, electronics, etc.)
• Employee Assistance Program (EAP): Up to 3 confidential counseling sessions per calendar year, child care and elder care resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed