Manager, Guest Experience

Arizona Cardinals Football Club•Tempe, AZ

9d•Onsite

About The Position

The Manager, Guest Experience collaborates closely with the Senior Director, Guest Experience & Operations to elevate guests’ overall experience by managing and exceeding expectations at games, events, and other interactions. The role is based in person with the Arizona Cardinals in Tempe, Arizona; starting in 2028, it will be based at the new Arizona Cardinals Training Facility in north Phoenix, Arizona. The position is full-time and exempt. The manager oversees the guest experience operation and a gameday staff of approximately 250 or more teammates, including hiring, training, communications, uniforms, scheduling, and performance management. The role supports teammate programs and events, coordinates operational items and uniforms, leads the Responsible Fan/Designated Driver Program, responds to guest requests and inquiries, applies guest recovery tools, and manages historical merchandise inventory and sales. The position requires flexibility to work all games and ancillary events at State Farm Stadium, including weekends, nights, and some holidays.

Requirements

Bachelor’s degree in a related field or equivalent experience.
At least five years of experience in service, guest support, management, or a related field.
Ability to remain calm and courteous under pressure and navigate tense situations.
Strong verbal and written communication skills.
Ability to work effectively in a fast-paced environment with competing priorities, using strong time-management and prioritization skills.
Excellent guest-service and interpersonal communication skills, with an orientation toward relationship-building and serving others.
Ability to work well in a team environment and support other team members.
Strong attention to detail, conflict-resolution, problem-solving, and decision-making skills.
Ability to stand and exert well-paced mobility for periods of up to eight hours.
Ability to regularly lift up to 30 pounds.
Flexibility to work weekends and nights, some holidays, and all games and ancillary events at State Farm Stadium in Glendale, Arizona.
Complete all pre-employment forms and successfully pass a background check.

Nice To Haves

Experience working in a professional sports or entertainment venue environment.
Experience hiring, training, and managing large non-exempt staff teams.
Spanish bilingual ability; preferred but not required.

Responsibilities

Hire, train, and manage a gameday staff of approximately 250 or more teammates, including communications, uniforms, schedules, and performance management.
Serve as the main point of contact for gameday teammates and communicate information about Cardinals game days, trainings, and ancillary events.
Assist with the Top Flight Program and its execution.
Assist in planning and executing the Teammate Kickoff Event and other teammate-related events.
Assist in planning and executing the ordering of gifts and other items for the Guest Experience Operation.
Uphold Arizona Cardinals Football Club Guest Experience standards and maintain professionalism.
Coordinate all necessary uniform pieces.
Lead the Responsible Fan/Designated Driver Program.
Learn Cardinals policies, procedures, and programs to provide specialized service, answer guest inquiries, and help resolve issues.
Manage Fan Pack mailings and special requests, including wedding and baby announcements.
Demonstrate guest service skills and use guest recovery tools.
Oversee and manage the inventory and sales of historical merchandise.
Perform other duties as assigned.