Guest Experience Manager

Tampa Bay Buccaneers • Tampa, FL

12h • Onsite

About The Position

The Guest Experience Manager provides leadership, training, and operational oversight for the part-time Guest & Member Relations gameday staff and supports broader guest experience initiatives across Raymond James Stadium. This role is responsible for building, training, motivating, and inspiring a best-in-class gameday staff that consistently delivers a world-class fan and guest experience. A successful candidate will be a dynamic and charismatic communicator who can effectively engage, train, and influence a wide range of team members, including Buccaneers gameday staff, internal departments, and stadium partners. This individual must be comfortable leading in front of groups, energizing teams around service expectations, reinforcing standards, and creating a culture of accountability, pride, and hospitality. Reporting to the Ticket Sales & GMR Operations Senior Manager, this role manages recruiting, onboarding, training, scheduling, and gameday operations for more than 140 part-time staff, while partnering closely with internal departments and stadium partners to ensure consistent service standards across Buccaneers games and non-Buccaneers events. The Manager also supports guest communications, resolves escalated guest issues, and uses guest feedback and operational insights to continuously improve the fan experience.

Requirements

• A bachelor’s degree or commensurate work experience
• Two to three years of project management, customer service or marketing experience
• Proficient with computers and standard office software
• Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) or comparable tools
• Skilled in preparing reports, spreadsheets, and presentations
• Comfortable learning and navigating new systems or applications
• Strong written and verbal communication skills
• Strong decision-making and problem-solving abilities
• Ability to collaborate effectively with cross-functional teams
• Skilled in conflict resolution and constructive feedback
• Ability to prioritize tasks and meet deadlines
• Ability to motivate and develop team members
• Critical thinking and sound judgment
• Ability to identify process improvements
• Strong service orientation and relationship-building skills
• Ability to manage multiple projects simultaneously
• Flexibility in a fast-paced, changing environment

Nice To Haves

• Working knowledge of Archtics ticketing system, Microsoft Teams, and Trello or similar project management software preferred

Responsibilities

• Develop, execute, reinforce, and continuously enhance the annual Difference Makers customer service training program, ensuring full-time, part-time, and partner staff understand and deliver against established service standards.
• Serve as a key facilitator and culture-carrier for the Difference Makers initiative, bringing energy, credibility, and consistency to training sessions and service reinforcement efforts.
• Partner with internal teams and stadium partners to deliver ongoing training sessions, skill reinforcement, service huddles, and recognition programs that drive a culture of excellence and accountability.
• Create training materials, talking points, scenarios, and facilitation tools that help staff understand not just what to do, but how to create positive and memorable guest interactions.
• Monitor and measure staff performance relative to training objectives, providing coaching, feedback, and recommendations for continued improvement.
• Identify service trends, training gaps, and opportunities to better prepare staff for high-volume, high-pressure gameday environments.
• Lead recruiting, hiring, onboarding, training, and ongoing development for a best-in-class part-time Guest & Member Relations gameday staff.
• Serve as a highly visible and engaging leader who can inspire, motivate, and coach gameday staff to deliver exceptional guest service.
• Develop and deliver impactful training sessions that are interactive, memorable, and aligned with Buccaneers service standards and guest experience priorities.
• Manage scheduling and staffing for gamedays, Buccaneers events, and non-Buccaneers events to ensure appropriate coverage and operational efficiency.
• Oversee the daily operations of Guest & Member Relations gameday staff, including attendance, logistics, proposals, and staffing plans.
• Guide staff in proactive guest engagement and effective issue resolution to enhance the fan and member experience.
• Collaborate with Ticket Sales & GMR Operations Senior Manager and Human Resources to address performance concerns and execute disciplinary actions, including termination when necessary.
• Coordinate staffing and execution of non-Buccaneers events for our Luxury Suite & Premium members, including hiring, training, preparation, and event day management.
• Collaborate with other gameday staff managers to support recruitment, training, and development for all part-time gameday personnel.
• Ensure all operational elements—proposals, logistics, purchasing, and communications—are executed efficiently and consistently.
• Serve as the point of contact for all non-Member fan and guest inquiries, providing timely responses via phone, email, and other communication channels.
• Maintain and develop collateral, digital tools, websites, and app content to communicate important guest experience information.
• Monitor and improve guest interactions to ensure a consistently high level of service across all touchpoints.
• Monitor guest experience metrics across gameday operations, training programs, and communication channels to assess performance and identify improvement opportunities.
• Provide insights and recommendations to leadership based on trends in guest feedback, staff performance, and service outcomes.
• Employee is responsible for managing and directing the work of its employees. Employee is also responsible for staffing the department and the management of employee performance, including hiring appropriate staff, conducting regular performance reviews and, if necessary, terminating staff in conjunction with human resources.
• Employee is expected to regularly exercise discretion and independent judgment.

Benefits

• Equal employment opportunities to all individuals, regardless of race, color, religion, sex, national origin, marital status, disability, age, military status, genetic information, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree