Operations Manager

UPSHOT Baltimore•Baltimore, MD

23d•Onsite

About The Position

The Operations Manager is responsible for overseeing the day-to-day operational functions of the organization while managing merchandise operations, game day execution, fan engagement initiatives, and special events. This role serves as the primary liaison between the basketball operations staff, front office and arena management, ensuring seamless execution of home games and organizational events. The Operations Manager will lead retail and internship staff, oversee inventory and online merchandise sales, coordinate operational logistics, and support revenue-generating initiatives, while delivering an exceptional fan experience.

Requirements

Bachelor's degree in Sports Management, Business Administration, Event Management, or a related field preferred.
2–5 years of experience in sports operations, event management, retail management, or a related field.
Previous experience supervising part-time staff, interns, or volunteers preferred.
Experience with retail operations, inventory management, and point-of-sale systems.
Proficiency in Microsoft Office Suite and inventory/POS systems.
Ability to work evenings, weekends, holidays, and extended hours based on event schedules.
Valid driver's license with the ability to operate a box truck.

Responsibilities

Serve as the primary liaison between the Baltimore staff and arena management to ensure all operational needs are met.
Prepare and distribute game day service notes, staffing assignments, parking lists, credentials, and operational timelines.
Coordinate arena setup and breakdown for all home games and team events.
Collaborate with internal departments to ensure operational readiness and successful event execution.
Provide operational updates, reports, and recommendations to senior leadership.
Manage the organization's internship program. Recruit, interview, hire, train, mentor, and schedule interns. Assign projects and responsibilities.
Manage all aspects of the 50/50 raffle program. Train staff on policies, procedures, and compliance requirements. Oversee raffle execution on game days. Conduct winner selection and coordinate prize payment processing. Ensure compliance with all applicable gaming regulations.
Oversee the organization's DASH auction program. Coordinate season-long auction planning and determine featured auction items. Train staff on auction procedures and customer service expectations. Communicate with winning bidders and oversee fulfillment and shipping. Assist with autograph signings alongside the Equipment Manager and Operations staff. Respond to customer inquiries and provide excellent post-sale support.
Plan and execute non-game events including: Season Ticket Member events, Community engagement events, Fan experiences.
Schedule mascot appearances for both game day and community events.
Manage the Baltimore Kids Corner program by: Planning one Kids Club activation during a home game each month. Coordinating two off-site Kids Club events annually.
Support additional organizational and promotional events as needed.
Oversee all retail merchandise operations for home games and special events.
Lead and mentor retail associates, interns, and part-time staff while promoting outstanding customer service.
Train team members on merchandising standards, POS operations, inventory procedures, and company policies.
Assist with creating monthly retail staff schedules.
Monitor product placement, signage, and overall retail presentation to maximize sales.
Ensure orders are processed accurately and delivered in a timely manner.
Communicate proactively with customers regarding order status and shipping updates.
Collaborate with the Zawyer Sports merchandise team to develop strategies that increase online sales and improve customer experience.
Process purchase orders and receive incoming merchandise shipments.
Tag, organize, and maintain inventory within the retail system.
Monitor inventory levels and collaborate with the Zawyer Sports merchandise team to replenish stock.
Conduct regular inventory counts and maintain accurate inventory records.
Analyze inventory performance and recommend markdowns or promotional opportunities for slow-moving products.
Oversee all merchandise sales operations during Baltimore home games.
Supervise game day retail staff and interns.
Ensure all merchandise locations are prepared prior to doors opening.
Support operational needs throughout game day, ensuring efficient execution and exceptional fan service.
Coordinate staffing assignments and troubleshoot operational issues as they arise.