Director, Event Operations

AXS•Los Angeles, CA

45d

About The Position

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world. Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today. We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. The Director, Event Operations is responsible for directing a team of Managers, Supervisors, and staff, ultimately ensuring excellent guest experience by planning, monitoring, directing, delegating, controlling, and managing all functions of the Guest Services department before, during, and after events.

Requirements

BA/BS Degree (4-year) Related field
IAVM Venue Management School graduate
8-10 years work experience in events management or a comparable/related field
Experienced public speaker with professional presentation skills
Experience working in a fast-paced environment, demonstrating an ability to work under pressure, multi-task, recognize problems and find solutions
Prior experience managing a large number of part-time and full-time employees
Demonstrated skills working well with others and building/maintaining relationships
Ability to work long irregular hours for an extended period as dictated by events and schedule, including nights, weekends and holidays
Excellent communication skills, both written and verbal
Proficiency in Microsoft Office programs (Word, Excel, Outlook, PowerPoint)
Ability to read, listen, and communicate effectively in English, both verbally and in writing
Proficient in policy and procedure writing and training

Nice To Haves

Experience in live events at varying sizes of venues with experience at a major world event as a plus

Responsibilities

Lead and direct TSP Event Ops by planning, leading, and participating in operational meetings, ensuring smooth coordination of Guest Services activities. Serve as point of contact for LA28 functional areas relating to venue and perimeter ingress and egress, ticket resolution, and staffing for all Olympic and Paralympic venues. Advise on guest education, messaging, and guest communications, through internal and external communication means. Team
Provide leadership, support, and guidance to a team of managers and supervisors. Serve as a coach and mentor to improve individual performance and show personal growth to benefit the management team. Ensure priorities in decision-making safety compliance. Make immediate decisions and communicate with staff in emergency situations.
Through Venue Managers, effectively direct and manage a team of part-time Supervisors and Gate Scanning and Ticket Resolution team members. Provide necessary leadership, training, support, and guidance. Empower managers and supervisory team to lead, coach, mentor, and discipline personnel as deemed necessary and in line with written department policies.
Handle escalated team member issues and manage incentive programs and other initiatives to increase retention of part-time team members.
Proactively plan, communicate, and execute event operational procedures for gate and perimeter scanning and ticket resolution teams, including staff deployment, post instructions, and event information notes. Demonstrate flexibility in working with functional areas and LA28 staff and providers in managing large crowds under constantly changing event environments. Implement and enforce facility, event, and client rules, regulations, policies and procedures.
Work with Head of Olympics, VP of Operations, and LA28 to establish and determine appropriate staffing levels for all events. Hiring and Training
With the Olympic vertical leadership, AXS Human Resources, and LA28, support the efforts of recruiting, hiring, and training for the gate scanning and ticket resolution teams. Guest with Disabilities Advocate/Educator Serve as an expert on the American with Disabilities Act (ADA), ensuring venue and event compliance.
Train venue staff to deliver inclusive service.
Seek out new resources to make the arena more inclusive.