Fan Experience Team Leader

Internal Posting•Inglewood, CA

2d•Onsite

About The Position

The Fan Experience Team Leader is a part-time, event-based position in Inglewood, California, supporting events at Intuit Dome and Kia Forum. The Team Leader helps create a welcoming, safe, and enjoyable experience for fans and team members in a fast-paced event environment. Team members may work across areas including ticket greeting, mobility assistance, bag check, fan assistance, elevator and escalator operations, ushering, directional support, wardrobe and equipment distribution, team member entrance, rewards and recognition, and welcoming new team members. The role calls for an adaptable learner with a firm, goal-oriented leadership style and a commitment to hospitality. The Team Leader supports event dispatch, incident response and reporting, quality assurance, and supervision of assigned areas. They use venue technology platforms to maintain situational awareness and document activity, coordinate with service partners and operational departments, and help ensure incidents are handled and reported accurately. They also support team performance, readiness, safety, cleanliness, and fan satisfaction. The position requires a dynamic schedule that may include nights, weekends, holidays, and extended shifts. Compensation is $25 per hour, increasing to $27 per hour after the probationary period. The role is classified as non-exempt.

Requirements

At least 18 years of age.
High school diploma or equivalent.
Previous experience in customer service or hospitality leadership, preferably in a fast-paced environment.
Welcoming, positive, energetic, and poised demeanor, with effective interpersonal skills.
High proficiency with technology, including tablet- and app-based software, and awareness of current technology trends.
Knowledge of venue layouts, accessibility requirements, and emergency procedures.
Commitment to exceptional customer service and a welcoming, positive attitude.
Excellent verbal and written communication skills and ability to interact professionally with diverse audiences.
Conversational proficiency in English.
Proficiency with technology and willingness to adapt to new tools and systems.
Physical stamina to maneuver and remain stationary in varied indoor and outdoor settings.
Ability to lift, carry, push, or pull equipment or materials weighing up to 20 pounds.
Ability to stand, sit, walk, or remain stationary for extended periods during scheduled shifts.
Ability to bend, stoop, kneel, crouch, and reach overhead and horizontally as needed.
Ability to ascend and descend stairs and work safely at various heights, including at the top of stairways, when required.
Ability to work in confined or enclosed spaces, including elevators, when required.
Ability to move throughout the venue quickly and safely during events.
Ability to communicate effectively in person and through radio or other communication devices.
Ability to work indoors and outdoors in varying weather conditions, including heat, cold, rain, wind, humidity, and direct sunlight.
Ability to work amid elevated noise levels, crowds, and vibration typical of live events, with frequent interaction with guests and team members.
Ability to work a flexible schedule, including evenings, weekends, holidays, and extended shifts based on business needs.

Responsibilities

Support fan and team member experience across areas such as ticket greeting, mobility assistance, bag check, fan assistance, elevator and escalator operations, ushering, directional support, wardrobe and equipment distribution, team member entrance, rewards and recognition, and welcoming new team members.
Coordinate with Safety Services, local police, medical services, and other service partners to support collaborative problem-solving and area management.
Follow Fan Experience and Safety department standards, expectations, and policies to support a safe, equitable, and enjoyable workplace.
Use The Bridge technology platforms, including 24/7 Software, Genetec, LifeRaft, and TM1, to maintain situational awareness, track incidents, and document security, medical, and operational activity.
Coordinate with venue operational departments and report writers to support real-time incident response and prompt, accurate incident documentation.
Document incidents and feedback, including fan and employee injuries, fan feedback, and operational opportunities.
Investigate incidents, gather and verify relevant facts, and submit complete and accurate reports in 24/7 Software for review and follow-up.
Conduct proactive security inspections throughout the venues and related areas to identify staffing gaps and operational vulnerabilities and help mitigate potential incidents.
Observe incidents, take notes, and provide formal statements to support operational reports and event-day incident closeout.
Help lead Quality Assurance positions by observing team performance and reinforcing service, leadership, and operational standards.
Provide feedback, identify trends and improvement opportunities, and share recommendations that support team development and the fan experience.
Build and maintain an engaged team culture through teamwork, accountability, feedback, training, and sharing best practices.
Adapt to changing conditions, make timely decisions, and pivot as needed to achieve results.
Collaborate with team members and communicate event information clearly and effectively.
Attend pre-event leadership briefings and deliver clear, concise event instructions during zone briefings.
Conduct pre-event walkthroughs of assigned areas to confirm the venue and operation are ready to receive fans.
Act as an area supervisor in the designated area and promptly address staffing needs or issues.
Maintain operational readiness, safety, cleanliness, and fan satisfaction in assigned areas.
Respond calmly to medical or emergency situations and direct others during emergencies.
Comply with applicable state and local laws and regulations, including ADA requirements.
Perform additional duties as assigned.