Manager, Player & Family Experience

Kraken Community Iceplex•Seattle, WA

16h•Hybrid

About The Position

The Seattle Kraken is seeking a Manager, Player & Family Experience to join their Hockey Operations department. This role is responsible for architecting and executing a comprehensive program to support players and their families, ensuring a positive and seamless experience throughout the season. The position involves serving as a primary liaison, managing events, coordinating logistics, and providing operational support to the Team Services department. The role also includes leading player onboarding and transitions, managing budgets, and potentially supervising staff. The Kraken organization is committed to building a championship team and fostering a diverse, equitable, and inclusive environment.

Requirements

Bachelor’s degree in Sports Management, Hospitality, Business, Communications, or a related field (or equivalent professional experience).
5+ years of experience in player services, team operations, athlete support, event operations, or a closely related field.
Proven experience working directly with professional athletes and/or their families in a confidential, high-expectation environment.
Exceptional organizational skills and operational discipline, including the ability to manage complex logistics, solve problems quickly, and juggle multiple priorities in an event-driven calendar.
Strong interpersonal skills, emotional intelligence, and discretion; trusted to navigate sensitive situations and confidential information with sound judgment.
Effective communicator with the ability to influence and partner cross-functionally to deliver a consistent player and family experience.
Hospitality and service mindset with a commitment to high-touch, professional support and consistent standards of care.

Nice To Haves

Experience with a professional or high-performance sports organization (NHL, NFL, NBA, MLS, NCAA, elite academies).
Familiarity with Seattle and the Pacific Northwest, including local venues, vendors, and community resources.
Familiarity with credentialing systems, league regulations, and arena operations.
Experience supervising staff or managing cross-functional initiatives.
Background working with diverse, international, and multicultural populations.

Responsibilities

Architect the Experience program, crafting a holistic family and player support program and calendar.
Plan and execute family and player events in alignment with the Team Services annual calendar, coordinating logistics, communications, vendor and venue coordination, and on-site execution.
Serve as the primary family liaison and point of contact, building trusted relationships with families and providing consistent, discreet support throughout the season.
Develop and maintain strong, proactive family relationships (spouses/partners and key family members), balancing high-touch service with appropriate boundaries.
Partner closely with Communications, Community, Corporate Partnerships, Hospitality, and Marketing to ensure smooth execution of family operations and player/family touchpoints that align with organizational core values and objectives.
Anticipate needs and proactively address issues related to travel, access, relocation, emergencies, or personal logistics.
Serve as the Team Ticket Manager for players, families, and staff—overseeing requests, allocations, distribution, and issue resolution in accordance with Club and League policies.
Coordinate with Security, Arena Operations, Ticketing, and Communications to ensure appropriate access, credentialing, and game-day readiness for families and approved guests.
Oversee family access and logistics for home and away games, including: credentialing, hospitality, parking, and arrival logistics.
Manage family-related operations for special events (playoffs, training camp, special ceremonies, team functions).
Provide operational support to Team Services to ensure continuity of service and best-in-class execution across the season.
Travel as the Team Services representative on 2–3 road trips per season, providing on-site support and issue resolution as needed.
Support trip logistics (meals, rooming lists, meeting space, timing, service requirements) and assist with coordination, updates, and on-site execution.
Lead the family-focused onboarding experience for new players, including: Orientation to Club resources and support services, Communication of family policies, timelines, and contacts.
Support players and families through key transition points such as start of season, trades, call-ups, and end-of-season exits.
Coordinate with Hockey Operations leadership to ensure transitions are handled with clarity, empathy, and professionalism.
Manage budgets associated with player care and family programming.
Track usage, feedback, and trends to identify opportunities for improvement and risk mitigation.
Develop internal documentation and playbooks to ensure consistency, continuity, and scalability of services.
May directly manage or oversee coordinators, specialists, or seasonal staff supporting player care and team services initiatives.
Provide guidance, training, and coverage standards for staff supporting family and player operations on game days and events.
Serve as a calm, solutions-oriented leader during high-pressure or sensitive situations.

Benefits

Company-paid medical, dental, and vision insurance, including premiums for eligible dependents enrolled in the plans
Company-paid life insurance and short & long term disability insurance
Company-paid employee assistance program and Headspace subscription
Flexible spending accounts and voluntary accident, critical illness, and hospital indemnity insurance available
Company-paid Orca card
401k (pre-tax and Roth) with Company match up to 4%
10 vacation days, 3 personal holidays, and accrued sick time
Minimum 10 paid holidays per year
Paid parental leave
Kraken ticket stipend and employee only pre-sale opportunities to non-Kraken events
Discounts at the Kraken Team Stores, Kraken Community Iceplex, 32 Bar & Grill, and other partners
Company-wide recognition platform