Manager, Fan and Team Member Experience

Intuit Dome•Inglewood, CA

21h•$90,000 - $100,000•Onsite

About The Position

Do you want to help reinvent the fan and employee experience? If so, you might be a great match to manage the efforts to build our Fan and Team Member Experience program at Intuit Dome and KIA Forum. We are seeking an experienced and service minded Fan and Team Member Experience Manager who is adept at designing, planning and implementing customer service programs and best practices. This position will focus heavily on the entire fan and employee experience, incorporating new technology into a seamless experience for fans, season ticket members, and all arena team members. This role will lead 450+ fan experience team members and work closely with all departments and service partners on the team member experience. This is a full-time role based in Inglewood, CA and is eligible for our competitive benefit offering including medical, dental, vision, 401(k) plan with company contribution, Well-Being Allowance, and more. Due to the nature of this industry, you must be available to work a flexible schedule including weeknights, weekends, and holidays to cover high profile concerts and NBA games.

Requirements

Three years direct industry experience in Guest Services/customer service-related field.
Demonstrates the ability to design and deliver training materials, including onboarding guides, SOPs, and scenario-based learning modules.
Technologically proficient; comfortable navigating software platforms, CRM systems, mobile apps, and event-day operational tools.
Experience using phone tree systems and CRM platforms to monitor and manage fan communications, ensuring timely and accurate responses.
Supervisory and management experience with an event-based work force.
Possess a thorough knowledge of sports & entertainment venue event planning and related activities.
Knowledge of current standards and best practices in assisting fans with disabilities.
Experience using ABI for timekeeping, scheduling and payroll.
Excellent organizational, project management, and time management skills.
Strong communication, presentation, and interpersonal skills.
Knowledge of public assembly facility management.
Experience with budgeting and creating event staffing estimates.
Ability to adapt to change and handle multiple projects simultaneously.
Demonstrated leadership and team management abilities.
Knowledge of relevant legal and compliance regulations.
Ability to resolve fan concerns expeditiously and independently.

Nice To Haves

Curiosity and innovation go hand in hand. We seek forward-thinking individuals who embrace emerging technologies and actively leverage AI tools to work smarter, unlock creativity, and elevate the fan and business experience.

Responsibilities

Oversees and supports all event day technology operational roles, including ticket greeting, ticket redemption, operating digital systems, providing app support, access control, and directional support, ensuring staff are trained on the operational functionality of all applicable hardware and software systems with a focus on efficiency, accuracy and user support to enhance the fans journey.
Equips all Fan Experience team members with uniform, equipment, tools and knowledge needed to confidently assist all fans with digital solutions, app navigation, account trouble shooting and general inquiries - fostering a tech-forward and fan-centric service culture.
Demonstrates advanced technical troubleshooting abilities, including diagnosing issues with the software platforms, event-day systems, and digital tools used in fan operations and communication workflows.
Utilizes and manages phone tree systems and CRM platforms to monitor fan communications, ensuring timely, accurate, and empathetic responses that align with organizational standards. Analyzes communication data to identify trends, improve response protocols, and enhance training strategies.
Leads part-time event-based Fan Experience staff consisting of 450+ team members to help expedite entry and ensure that fans can connect to the event with minimal distraction.
Conducts ongoing observations and analysis of fan experiences. Manages survey platforms, secret shoppers, focus groups, and review fan touchpoints to drive improvements throughout the company.
Resolves fan and season ticket member complaints using high level problem-solving skills.
Manages budgets, staffing levels, and departmental policies and procedures.
Manages programs for accommodation of fans and employees with disabilities or special needs, including infant care and sensory rooms.
Tracks, manages and executes the lost and found program.
Manage Fan Experience hiring events, team member onboarding, communications, scheduling and payroll.
Manage the Rewards and Recognition Program for all in-house team members and service partners.
Manages the team member entrance and breakroom processes, which includes access control, timekeeping, nametag distribution, and team member surprises and delights.
Performs other fan and team member experience department tasks as assigned.