Manager, Spectator Experience (OFX)

LA28•Los Angeles, CA

3d•$88,000 - $115,000•Onsite

About The Position

The Spectator Experience (OFX) team serves as the “voice of the spectator” within LA28. OFX works across the full Games footprint to ensure decisions that touch the fan experience are informed by a clear understanding of who spectators are, what they need, and where the journey breaks down. OFX holds a client-owner mandate: the team defines experience standards, shapes operational planning on behalf of the spectator, and holds delivery partners accountable to agreed service levels. OFX advises, partners with, and supports a wide range of internal and external delivery teams, embedding the spectator perspective into how FAs plan, prioritize, and deliver. The Manager, Spectator Experience is a true individual contributor who owns specific workstreams within the OFX team and serves as the spectator’s representative inside assigned elements of LA28’s planning processes. The Manager will own the spectator experience lens across assigned Functional Areas (FAs) translating fan needs into service-level requirements, shaping how delivery FAs approach planning, and tracking risks on behalf of the spectator. They will also build deep fluency in the digital and informational touchpoints that shape how fans navigate and experience the Games, while producing the frameworks, tools, and leadership materials that give OFX’s perspective operational weight. This role requires someone who can influence without direct authority and keep the spectator at the center of decisions made by others. Reports to the Director of Spectator Experience.

Requirements

Minimum 5+ years of experience in large-scale event planning, fan or guest experience strategy, or a cross-functional advocacy or client-owner function within a complex operational environment
Demonstrated ability to manage complex, cross-functional workstreams with multiple stakeholders and competing timelines
Experience translating audience or user needs into operational requirements, service standards, or experience frameworks
Familiarity with digital fan-facing products, information architecture, or content strategy as they relate to live event or venue contexts
Strong written and verbal communication skills, including the ability to synthesize complexity into clear, leadership-ready outputs
Comfortable influencing planning decisions without direct authority over delivery, and operating effectively in ambiguous, fast-moving environments
Bachelor’s degree (or equivalent experience) in Event Planning, Sports Management, Project Management, or related field
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) or equivalent
Experience using project management tools (e.g., Smartsheet, Monday.com, Asana)

Nice To Haves

Prior experience with Olympic, Paralympic, or equivalent mega-event planning cycles
Familiarity with venue planning processes or structured operational readiness frameworks
Experience in a client-owner, standards-setting, or spectator/user advocacy function within a multi-FA or multi-partner delivery model
Strong risk management and mitigation abilities
Ability to adapt to fast-paced environments with tight deadlines and evolving priorities
Track record of successful management of large scale, multi-faceted events & integrated marketing programs

Responsibilities

Serve as the OFX representative and spectator advocate within assigned Functional Areas/workstreams ensuring fan needs are present and reflected in planning decisions made by delivery partners
Translate spectator journey insights into clear service-level requirements and experience standards, giving delivery FAs the specificity they need to plan effectively
Identify misalignments between planned operations and spectator expectations; escalate risks, gaps, and opportunities early in the planning process
Lead development and ongoing refinement of end-to-end spectator journey maps, audience segmentation frameworks, and experience standards across assigned LA28 Zones and/or journey phases
Author service-level expectations and experience principles that delivery FAs plan toward — ensuring standards are specific, measurable, and operationally grounded
Own risk and opportunity tracking for assigned areas, maintaining structured inputs into risk logs and surfacing decision-relevant insights to senior leadership
Lead OFX contributions to venue planning exercises, driving spectator-focused inputs and ensuring operational plans reflect agreed experience standards
Review venue operational plans through the spectator lens, providing structured feedback that ensures fan needs are built into how operations are designed and sequenced
Author and maintain planning tools, templates, and documentation that enable OFX team-wide consistency across a scaled venue footprint and functional portfolio
Partner with Digital, Comms, and Tech FAs to ensure information architecture, content strategy, and fan-facing tools are designed around the spectator journey
Map the full informational journey from pre-trip planning through in-venue navigation, identifying gaps and friction points where poor information access degrades the live experienc
Represent the spectator’s perspective inside internal planning and product reviews for LA28’s fan-facing digital products, apps, and wayfinding systems
Prepare leadership-ready materials: briefings, risk summaries, experience reviews, and strategic recommendations that give the spectator perspective weight in LA28 decision-making
Contribute to measurement frameworks that track spectator experience quality and inform continuous improvement across planning phases and into Games-time