Director Event Services

ASM Global • Glendale, AZ

2d

About The Position

Legends Global is the premier partner to the world’s greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us! THE ROLE Under the general supervision of the Assistant General Manager, the Director of Event Services oversees all personnel, subcontractors, and daily operations essential to the successful execution of events and the safety and security of Desert Diamond Arena. This position manages all aspects of front-of-house operations during events – including Guest Experience, Parking, Event Security, Police, and Medical – as well as the venue’s 24-Hour Security functions.

Requirements

• Bachelor’s degree from an accredited four-year college or university in Business, Sports/Event Management, Hospitality, Public Safety, or a related field, or equivalent combination of education and experience.
• Eight (8) to ten (10) years of increasingly responsible experience in public assembly facility, arena, stadium, or large event operations, including at least five (5) years in a supervisory or management role overseeing multi-disciplinary teams.
• Demonstrated experience leading front-of-house operations such as guest services, security, and parking for large-scale sports, concerts, or special events.
• Proven track record of preparing, managing, and reconciling operating and event budgets, including labor forecasting, cost control, and variance analysis.
• Experience designing and delivering staff training programs focused on guest experience, safety and security, crowd management, and/or emergency procedures.
• Familiarity with emergency management principles, including Incident Command System (ICS) and National Incident Management System (NIMS) concepts, or willingness to obtain training within a defined timeframe.
• Demonstrate strong leadership skills with the ability to build, motivate, and develop diverse teams, foster an inclusive, high-accountability culture, and effectively manage through managers.
• Demonstrate knowledge of operational procedures, facility capabilities, industry terminology, event-related services, and technical requirements for the types of events anticipated at the facility.
• Possess skills and experience in budget preparation and management, contract negotiations, business law, labor relations, purchasing procedures, and supervising/training personnel.
• Demonstrate understanding of crowd management, security, and risk mitigation principles consistent with guidance from organizations such as IAVM, NCS4, NFPA, ESA, and ANSI, and the ability to incorporate these into departmental policies and training.
• Apply emergency planning and response skills, including the ability to interpret and operationalize emergency operations plans, evacuation procedures, and ICS/NIMS structures during events.
• Effectively use security and event technology systems such as CCTV, access control, screening equipment, credentialing platforms, and event management or scheduling software.
• Operate a personal computer using Windows, Microsoft Office software, and other business systems such as event management, workforce management, and payroll applications.
• Follow oral and written instructions and communicate clearly and persuasively with others in both oral and written form, including during high-pressure situations and in interactions with guests, staff, and public safety partners.
• Organize and prioritize work to meet deadlines; work effectively under pressure and/or stringent schedules; and produce accurate, timely results in a fast-paced environment.
• Establish and maintain effective working relationships with clients, employees, promoters, tenants, public safety agencies, vendors, and others encountered in the course of employment.
• Remain flexible and adjust to changing situations, event requirements, and business needs as they occur.
• Regularly required to stand and walk for extended periods, climb stairs, and traverse the facility before, during, and after events.
• Must be able to work in loud environments and in indoor/outdoor conditions including varied weather.
• Occasionally required to lift and/or move up to 30 pounds without assistance.

Nice To Haves

• Experience working with or alongside public safety agencies (FBI, police, fire, EMS) and contract security partners in an event or venue environment is strongly preferred.
• Professional certifications related to venue management, security, or safety (such as IAVM training & certifications or NCS4’s CSSP certification) are preferred but not required.

Responsibilities

• Lead the Event Services Department – including Guest Services, Event Security, 24-Hour Security, and Parking – by directly supervising the Guest Services Manager, Security Manager, and Parking Manager, and coordinating with Glendale Police and Fire/EMS to deliver safe, seamless, guest-focused events at Desert Diamond Arena.
• Build strong partnerships with internal departments, promoters and tenants, tour security and production managers, and community and city stakeholders to align on event requirements, public safety priorities, and guest experience expectations.
• Oversee planning and execution of event services for all events, ensuring staffing plans, deployment strategies, and service levels are tailored to each show’s profile, client requirements, and contractual obligations; partner with Booking/Private Events, Finance, and other stakeholders to develop event-specific staffing and cost projections and to analyze variances between estimates and actual results.
• Prepare, manage, and reconcile the Event Services operating budget, including labor, equipment, and contracted services ensuring fiscal discipline.
• Serve as the Event Services Manager on Duty (MOD) for assigned events, acting as the central point of contact for all front-of-house operations and driving timely, informed decisions that prioritize safety, guest experience, and building protection – aligned with established KPIs and standards.
• Monitor guest feedback, incident trends, and post-event reports to identify issues, recognize wins, and drive continuous improvement in service delivery, safety, and operational efficiency.
• Identify capability and performance gaps and develop solutions such as enhanced technology or targeted training that elevate guest service, prioritize de-escalation and conflict resolution, ADA awareness, and safety/security competencies in alignment with Legends policies and industry best practices.
• Develop, implement, and continually refine emergency operations plans, incident response protocols, and departmental policies, SOPs, and playbooks for front-of-house operations, including oversight of periodic drills and tabletop exercises with internal teams and external agencies.
• Champion a high-performing, inclusive culture by coaching managers, providing regular feedback, and ensuring all full-time and part-time team members understand and live our service standards and Legends values, aligned with the Desert Diamond Arena mission, vision, and strategy.
• Participate in the development, negotiation, and administration of agreements related to security, guest services, parking, and other event services vendors, serving as the day-to-day contract owner once terms are executed.
• Represent Event Services and the arena in relevant industry conferences, trainings, and professional associations to stay ahead of evolving trends in venue management, crowd safety, security, and guest experience, and translate that learning into actionable improvements for the team.
• Perform other duties and responsibilities as assigned.
• Work extended and/or irregular hours including nights, weekends, and holidays as needed.

Benefits

• Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager