Do you want to help reinvent the guest and employee experience? If so, you might be a great match to handle the efforts to build our Guest and Team Member Experience program at Intuit Dome.

We are seeking two experienced and service minded Guest and Team Member Experience Managers who are adept at designing, planning and implementing customer service programs and best practices. This position will focus heavily on the entire guest and employee experience, incorporating new technology into a seamless experience for guests, season ticket members and all arena team members. This role will lead 200 guest experience team members and work closely with all departments and service partners on the team member experience.

This is a full-time role based out of our Inglewood office and is eligible for our competitive benefit offerings, including health insurance, Wellbeing Allowance and 401(k) with company contribution.

What You Will Do

• Leads part-time event-based Guest Experience staff consisting of 200 team members to help expedite entry and ensure that guests can connect to the event with minimal distraction.
• Lead premium club and suites guest experience and staffing operations.
• Ensure safety, security, and enjoyment of guests in accordance with company priorities, state laws, municipal ordinances, and NBA mandates.
• Conducts ongoing observations and analysis of guest experiences. Run survey platforms, secret shoppers, focus groups, and review of guest touchpoints to drive improvements throughout the company.
• Assists in developing and implementing department strategies to enhance the guest and employee experience, driving value and appreciation.
• Resolves guest and season ticket member complaints using high level problem-solving skills.
• Handles budgets, staffing levels, and departmental policies and procedures.
• Creates and maintains solid working relationships at all levels across the organization and externally. Deals directly with internal and external clients regarding guest issues, events and suggestions.
• Fully utilize all technology platforms that impacts the guest and employee experience.
• Observes, listens to and measures feedback from guests, employees, and stakeholders to develop solutions to enhance the guest experience.
• Manage all guest experience digital guest platforms such as the Intuit Dome APP, guest experience email inbox, Intuit Dome phone line and others.
• Acts as liaison with other departments regarding facility policies and operational procedures in relation to the guest experience.
• Coordinates with promoters, teams and other groups hosting events to determine guest experience staffing needs and requests.
• Manages programs for accommodation of guests and employees with disabilities or special needs, including infant care and sensory rooms.
• Tracks, manages and executes the lost and found program.
• Build and maintain relations with the Training & Development Manager and partners as needed to deliver guest experience trainings.
• Manage Guest 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.
• Lead the Uniform Room and equipment distribution process for the guest experience team.
• Manages the team member entrance process, which includes access control, timekeeping, nametag distribution, and team member surprise and delights.
• Monitors the break areas and meal program for all in-house team members and service partners.
• Performs other guest and team member experience department tasks as assigned.

Your Background, Skills, and Qualification

• Three years direct industry experience in Guest Services/customer service-related field.
• Supervisory and management experience with an event-based work force.
• Possess a detailed knowledge of sports & entertainment venue event planning and related activities.
• Knowledge of current standards and best practices in assisting guests 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 guest concerns expeditiously and independently.

Compensation

• $90,000 - $95,000 annual compensation. Compensation package offered will be based on multiple individualized factors, including a candidate's job-related knowledge, skills, and experience.

Benefits and Perks

We offer a competitive benefits program, including:

• Medical, Dental, and Vision plans
• 401(k) plan with company contribution
• Wellbeing Allowance of up to $1,000 per year
• Financial Education and Wellness Program, including access to Certified Financial Planners
• Paid vacation and sick time
• Paid parental leave
• Flexible Spending Accounts (Medical and Dependent Care)
• Company-paid Long Term Disability insurance
• Company-paid Life and AD&D Insurance
• Voluntary Life Insurance options for employee, spouse and children
• Employee Assistance Program
• Mind health support via Modern Health and Headspace