Specialist, Arena Experience

Position Overview:

The Specialist, Arena Experience will serve as a key member of the Arena Experience management team, overseeing the planning, coordination, and direction of operations for part-time union event staff and non-union supervisors, including making staffing decisions and recommending personnel actions.

Are you an experienced administrative professional who is organized and deadline-orientated and loves sports?! Apply today! We would love to hear from you!

Responsibilities:

• Serve as a member of the Arena Experience management team to supervise 300+ part time union event staff as well as 30 nonunion supervisors.
• Manage event staffing logistics, including scheduling, deployment, check-in procedures, and real-time adjustments to ensure efficient event execution as needed.
• Use specialized software for scheduling/administration (ABI), Incident reporting (24/7), training (SkyPrep), ticketing issues (TM1) and other relevant applications to interpret data and improve department processes.
• Work with internal and external partners on the procurement to manage departmental assets including ticket scanners, stanchions, signage, and inventory.
• Respond to guest concerns as they arise in person, via email, and over the telephone and determine the appropriate implementation of service recovery as needed.
• Support part-time staff hiring including reviewing applications, performing interviews, coordinating onboarding, and maintaining departmental records/employee forms.
• Reconcile department payroll.
• Design and build event signage and internal communication materials in alignment with organizational branding and operational needs.
• Track and maintain guest feedback and concerns by analyzing trends to inform service improvements and training initiatives.
• Support the preparation and execution of staff trainings both in-person and digitally.
• Collaborate with the Finance department to analyze department expenditures and provide input on cost-saving strategies and operational efficiencies as applicable.
• Understand and act in compliance with the Collective Bargaining Agreement (CBA) between MSE and part-time union staff.
• Act as Manager on Duty for events as needed supervising Guest Experience staff, supervisors and first aid team to resolve complex issues.
• Serve as a Dispatcher, Guest Services manager on duty or Wardrobe (equipment inventory/distribution) as needed.
• Supervise staff attendance, contacting staff as needed.
• Other duties as assigned.

Minimum Qualifications:

• Bachelor’s degree or equivalent experience.
• 1+ years administrative experience.
• Strong proficiency in MS Office, including Word, Outlook, PowerPoint and Excel.
• Knowledge of ABI, preferred.
• Ability to effectively balance a diverse workload and prioritize workload in order to complete projects in a timely manner.
• Strong organization skills and attention to detail.
• Excellent interpersonal, written, and verbal communication skills.
• Flexibility to work evenings, weekends, and holidays as needed.

Pay Range: $60k - $62k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

1. You will provide first-class customer service and value for our fans.
2. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
6. You will innovate. We are nimble and first to market. We are not averse to risk.
7. You will have fun. We are in the business of happiness.