Director of Guest Experience & Security, YouTube Theater
About The Position
The Director of Guest Experience & Security is a key member of the YouTube Theater leadership team and reports directly to the Vice President & General Manager. This role leads the strategic planning and day-to-day management of the Guest Services and Security departments, with responsibility for delivering a safe, secure, and world-class entertainment experience for guests, employees, and artists. The Director partners with venue and campus leadership to uphold Hollywood Park standards, manage department budgets and event labor costs, oversee guest-facing operations, and coordinate service delivery with internal teams and third-party partners. The role also leads venue risk management, emergency preparedness, access control, and life-safety operations, while recruiting, mentoring, and training a diverse workforce. The position is onsite in Inglewood, California, and requires a flexible schedule that can include nights, weekends, and holidays, as well as prolonged periods traversing the campus.
Requirements
- Bachelor’s degree in Business, Hospitality, a related field, or equivalent experience.
- At least eight years of progressive management experience in event venues or the live concert industry.
- Ability to forecast long-range plans and budgets while managing complex, simultaneous projects.
- Exceptional interpersonal and public speaking skills, including the ability to convey complex information to diverse audiences.
- Ability to work a flexible schedule, including nights, weekends, and holidays, and traverse the Hollywood Park campus for prolonged periods.
- Proficiency in English.
- Ability to lift up to 40 pounds.
- Ability to perform prolonged standing or sitting, constant movement and limb use, and tasks requiring manual dexterity, coordination, and stamina.
- Ability to occasionally climb steps or stairs, balance, stoop or bend, reach overhead and horizontally, and work at heights.
- Ability to work indoors and outdoors in conditions that may include heat, humidity, inclement weather, direct sunlight, rain, sleet, and wind, as well as high noise and vibration levels.
Nice To Haves
- MBA or advanced leadership degree.
Responsibilities
- Partner with the Vice President & General Manager to ensure event executions meet Hollywood Park standards.
- Prepare and maintain annual department budgets, research equipment needs, develop event-specific labor estimates, and complete final cost settlements.
- Coordinate with Finance and the Vice President & General Manager on cost controls and opportunities for guest-facing revenue growth.
- Serve as Building Manager on Duty for assigned events and uphold the venue’s image and reputation.
- Ensure internal staff and third-party partners adhere to S.T.A.R.S. principles and Hollywood Park’s purpose.
- Coordinate with SoFi Stadium counterparts to create a unified campus experience.
- Serve as the final escalation point for guest inquiries and complaints, using proactive problem-solving.
- Champion compliance with the Americans with Disabilities Act to support an inclusive guest environment.
- Develop and lead risk management, loss prevention, and disaster prevention strategies.
- Maintain and update emergency evacuation and response plans and serve as the primary liaison to DHS, Cal-EMA, and local law enforcement.
- Manage venue access control systems, including credentials, FOBS, and visitor management, and maintain operational knowledge of facility life-safety systems.
- Make immediate decisions and lead staff communications during emergency situations.
- Recruit, mentor, and train a diverse team of full-time, part-time, and contract personnel.
- Direct the performance of key partners, including CSC, APEX, Legends Global, and ABM.
- Lead operational meetings to coordinate tasks and ensure departments are prepared before doors open.
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What This Job Offers
Job Type
Full-time
Career Level
Director
