Manager, Guest Experience

Position: Manager, Guest Experience
- Full Time/Exempt

Department: Fan Experience and Operations
- Guest Experience

Reports to: Senior Director, Guest Experience & Operations

Note: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of a student or employment Visas (including, but not limited to F-1, M-1, J-1, H-1B, OPT and/or CPT programs, etc.).

Cardinals Organizational

Summary:

The Arizona Cardinals Football Club is a professional football team within the National Football League (NFL). We compete in the National Football Conference (NFC) West division and call State Farm Stadium, in Glendale, Arizona, our home.

As one of the oldest pro football franchises in the U.S., the Club has established itself as a sport and cultural hallmark within Arizona, as well as a trailblazer for diversity, equity, inclusion, and belonging (DEIB) initiatives and firsts around the League. Our vision is to build a leading sports organization that competes for championships, drives business results, creates loyal fans, develops proud employees, and inspires hope in our community.

We are relentless in our pursuit of greatness on and off the field, while positively impacting our people, our fans, and our community.

If you want to join an organization that values putting the team first, doing what is right, growing with positivity, valuing every voice, while driving performance, we would love for you to join our team. Learn more about the Arizona Cardinals and see what's happening here .

Job Summary:

The Manager, Guest Experience will be responsible for collaborating closely with the Senior Director, Guest Experience & Operations, to elevate the overall experience of our guests by managing and exceeding expectations at events, games, and any other interactions.

Primary

Job Duties:

The Manager, Guest Experience, will have the daily responsibilities, without limitation, to include the following:

• Hire, train, and manage a gameday staff of approximately 250+ teammates (communications, uniforms, schedules, performance management, etc.).
• Serve as the main point of contact for the gameday teammates, including but not limited to deploying pertinent information regarding Cardinal game days, trainings, and ancillary events.
• Assist in the Top Flight Program and program execution.
• Assist in planning and executing the Teammate Kickoff Event and other teammate related events.
• Assist in planning and executing the ordering of gifts and other items to support the Guest Experience Operation.
• Uphold the Guest Experience standards set by the Arizona Cardinals Football Club, always maintaining professionalism.
• Coordinate all necessary uniform pieces.
• Run point on the Responsible Fan/Designated Driver Program.
• Learn all Arizona Cardinals policies, procedures, and programs to ensure specialized service in answering guest inquiries and assisting in solving the issues.
• Manage Fan Pack/Mailing and special (wedding/baby announcement) requests.
• Demonstrate guest service skills and apply guest recovery tools.
• Oversee and manage inventory and sales of historical merchandise.
• Other duties as assigned.

Qualifications/Requirements

• Education: Bachelor's degree in a related field, or equivalent experience
• Experience: At least five (5) years of experience in service, guest support, management, or another relatable field
• Experience working in a professional sports or entertainment venue environment preferred.
• Experience hiring, training, and managing large non-exempt staff teams preferred.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Strong verbal and written communication skills.
• Ability to effectively work in a fast-paced environment with multiple competing priorities that require strong time management and prioritization.
• Excellent guest service and interpersonal communication skills with a strong orientation towards relationship building and serving others.
• Able to work well within a team environment, helping and providing support to all team members.
• Strong attention to detail, conflict resolution, problem-solving and decision-making skills.
• Bi-lingual (Spanish) is preferred but not required.
• Must be able to stand and exert well-paced mobility for periods of up to eight (8) hours in length.
• Ability to lift to 30 pounds on a regular basis.
• Flexibility to work weekends and nights, some holidays, as well as a commitment to work all games and ancillary events occurring at State Farm Stadium (Glendale, AZ).
• Must…