Guest Experience Manager

On Location • Boston, MA

1d

About The Position

TKO Group Holdings, Inc. is seeking a creative and highly organized Guest Experience Venue Manager to support and dual report to the Venue Manager and VP of Guest Experiences. This role will shape and deliver the end-to-end hospitality experience at one of the FIFA World Cup 2026 host cities. The scope includes oversight and management of hospitality gifting, guest experience staff and external vendor management, hospitality entertainment, omnichannel communication, content recommendations, service mapping, and post-tournament reporting. The role also involves overseeing access control strategy, ensuring accurate guest tiering, zone control, and appropriate staff allocation across all hospitality areas. The manager will be responsible for managing third-party suppliers and vendors to ensure high-level service delivery as per assigned scope at the assigned venue, and managing cross-functional working groups to ensure seamless alignment and premium service delivery at every phase of the guest journey.

Requirements

• Minimum 5 years of experience in VIP hospitality across major sporting events
• Proven project management skills
• Proven ability to conceptualize and deliver large scale projects with multiple workstreams
• Experience working in the cross functional environment
• Experience working in multi-venue or international events
• Strong collaboration and communication abilities
• Fluent in English
• Willingness to travel across the USA, Mexico, and Canada.

Nice To Haves

• Spanish and/or French are a strong asset
• Experience with major sporting or international cultural events
• Background in VIP hospitality, production, or brand activations

Responsibilities

• Support On Location Venue Manager and VP Guest Experience with delivery of the overall Hospitality Program at the assigned venue
• Manage selected Guest Experience vendors and all hired Guest Experience staff
• Align guest experience and guest journey with FIFA brand standards and On Location’s hospitality tiers across global and local audiences
• Oversee the execution of hospitality services at the assigned stadium, including indoor lounges and FIFA pavilion
• Deliver access control system at assigned venue
• Ensure all functions are synchronized around key journey milestones and guest experience standards
• Ensure successful implementation of the gifting program
• Support with delivery and distribution of the staff uniforms program
• Ensure that all hospitality spaces are ready for match operations
• Secure successful implementation of the entertainment program across the stadium
• Develop post-match communication plans, feedback collection, and tactics to convert guests into repeat customers
• Manage assigned Guest Experience stadium staff

What This Job Offers

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