Manager of Guest Experience & Event Operations, Spring Training Operations

HOW YOU'LL CONTRIBUTE

The Manager of Guest Experience and Event Operations will be responsible for developing and executing a Guest Experience plan focused on the entire event experience, including but not limited to parking, guest services, and in‑game entertainment. This includes successfully executing stadium events, hiring, training and supervising game‑day staff and volunteers, developing and maintaining the guest services program and implementing a first‑in‑class entertainment program.

• Develop the Cubs Guest Services Program in alignment with the Cubs service brand
• Hire, train and manage guest relations and fan service personnel for all events at Sloan Park
• Hire, train and manage game production team to include public address, sound and video board operations
• Manage operational activities relating to game day activities and outside events including but not limited to Arizona Fall League, festivals, concerts and other private events
• Monitoring the changing needs of our fans/guests
• Personally resolve fan conflicts by responding to guest service complaints
• Establish and monitor goals & objectives for all areas of fan services and fan experience
• Develops and monitors “Secret Shopper” and/or other guest experience initiatives to ensure the effectiveness of the Cubs various customer service programs
• Develop and execute marketing plans and game‑day activities including but not limited to pre‑game, in‑game and post‑game activities
• Write event scripts and oversee all video board content and in‑game entertainment
• Assist with all Mesa signage and artwork procurement including, but not limited to, player artwork, direction signage and sponsor signs
• Work with Cubs sales and marketing teams to develop season and single game promotions to encourage attendance and ticket sales
• Manage community programs for the Cubs in Mesa AZ
• Assist with off‑season sales efforts, include but not limited to season ticket renewals and group sales
• Will assist the GM in planning and executing all special events at the Cubs’ facility, including attendance at all Sloan Park events
• Additional office management activities as assigned by the GM, Sloan Park

• Bachelors degree from an accredited university
• Demonstrated customer service experience in sports or entertainment industry
• Demonstrated ability to effectively manage multiple initiatives simultaneously
• Ability to work collaboratively with other team leaders and members to create a results driven atmosphere
• A positive team member that displays a passion for their craft, an openness to learning, and superior work ethic
• Ability to work non‑standard work hours with variable schedule, to include weekends

• Prior history of demonstrated success managing staff
• Proficiency in graphics and video editing
• Knowledge of event production systems
• Excellent oral and written communication skills, coupled with strong presentation skills
• Proven organizational and time management skills
• Demonstrated sales record