Area Zone Lead, Team Member Experience

About Hollywood Park

Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke. The centerpiece is the 70,000-seat SoFi Stadium, which hosts world-renowned sporting events such as Super Bowl LVI, College Football Playoff National Championship, WrestleMania, World Cup, and the Opening and Closing Ceremonies of the Olympics in 2028.

Responsibilities

• Provides oversight across multiple zones and the Guest Experience Command Center, including direct leadership of Zone Leads assigned to dispatch functions.
• Bridges field operations and command-level coordination, ensuring consistent communication, escalation, and service execution across the entire Guest Experience operation.
• Serves as the primary leadership point of contact for all Command Center operations on event days.
• Maintains proper categorization, documentation, and logging of all Guest Experience requests and incidents within 24/7 Software.
• Coordinates real-time communication between Command Center dispatchers, Area Managers, Zone Leads, GSCs, Mobility teams, and cross-functional partners.
• Escalates time-sensitive, complex, or high-impact guest experience issues to Guest Experience Management as appropriate.
• Provides coaching, guidance, and accountability to Command Center Zone Leads to ensure consistent messaging, professionalism, and adherence to established protocols.
• Supports staffing accountability by collecting attendance data in partnership with Zone Leaders and reporting shortages to management.
• Assigns TMX staff to zones or posts based on certifications, experience, and operational need.
• Coaches, mentors, and supports TMX Zone Leaders through real-time feedback and guidance.
• Assists with on-the-job training and development of Zone Leaders and TMX representatives, including peer and event-day training.
• Supports recruiting and hiring initiatives, including participation in hiring fairs and onsite interviews when needed.
• Maintains consistency in application of TMX and Guest Experience policies, procedures, and standards.
• Responds calmly and effectively to medical or emergency situations, directing others as appropriate.
• Maintains confidentiality of all company operations and sensitive information.

Requirements

• A minimum 2 years’ experience in a prior lead role, leading a team.
• Previous experience in customer service, logistics, and/or warehouse operations.
• Strong in verbal/written communication and interpersonal skills.
• Positive and energetic attitude.
• Ability to multitask in a fast-paced environment.
• Requires a flexible schedule; able to work nights, weekends, and holidays as required.
• Comfortable working in large crowds and loud environments.
• Requires prolonged periods of standing, walking, and maneuvering up/down stairs in an indoor/outdoor environment.

Qualifications

• Physical Requirements: LIFTING up to 40 pounds, PUSHING/PULLING up to 50 lbs., CLIMBING/BALANCE, STOOPING/BENDING OVER, STANDING, WALKING, SITTING, REACHING, HEARING, SPEAKING, and NOISE/VIBRATIONS.
• Essential Environmental Conditions: INSIDE/OUTSIDE, COLD/HEAT, WET/DRY, HAZARDS, and FUMES/DUST/ODORS.

Skills

• Leadership and communication skills.
• Problem-solving and decision-making abilities.
• Customer service orientation.
• Time management and multitasking skills.
• Ability to work independently and as part of a team.

Benefits

• 401(k) plan with employer matching.
• PerkSpot discounts on various products and services.
• Employee Assistance Program (EAP).
• Child care and elder care resources.

Pay

$23.00 - $25.00 an hour.

Schedule

Nights, weekends, and holidays as required.