Manager, Fan and Team Member Experience

Do you want to help reinvent the fan and employee experience? We are seeking an experienced and service-minded Fan and Team Member Experience Manager to design, plan, and implement customer service programs and best practices at Intuit Dome and KIA Forum. This role focuses on the entire fan and employee experience, incorporating new technology into a seamless journey for fans, season ticket members, and all arena team members.

About the role

This full-time position is based in Inglewood, CA. You will lead 450+ fan experience team members and collaborate closely with all departments and service partners on the team member experience. Due to the nature of this industry, you must be available to work a flexible schedule including weeknights, weekends, and holidays to cover high-profile concerts and NBA games.

Responsibilities

• Oversee and support all event-day technology operational roles, including ticket greeting, ticket redemption, operating digital systems, providing app support, access control, and directional support.
• Ensure staff are trained on the operational functionality of all applicable hardware and software systems, focusing on efficiency, accuracy, and user support to enhance the fan journey.
• Equip all Fan Experience team members with uniforms, equipment, tools, and knowledge to confidently assist fans with digital solutions, app navigation, account troubleshooting, and general inquiries.
• Foster a tech-forward and fan-centric service culture.
• Demonstrate advanced technical troubleshooting abilities, diagnosing issues with software platforms, event-day systems, and digital tools used in fan operations and communication workflows.
• Utilize and manage phone tree systems and CRM platforms to monitor fan communications, ensuring timely, accurate, and empathetic responses aligned with organizational standards.
• Analyze communication data to identify trends, improve response protocols, and enhance training strategies.
• Lead a part-time, event-based Fan Experience staff of 450+ team members to expedite entry and ensure fans connect to the event with minimal distraction.
• Conduct ongoing observations and analysis of fan experiences using survey platforms, secret shoppers, and focus groups to drive improvements.
• Resolve fan and season ticket member complaints using high-level problem-solving skills.
• Manage budgets, staffing levels, and departmental policies and procedures.
• Oversee programs for accommodation of fans and employees with disabilities or special needs, including infant care and sensory rooms.
• Track, manage, and execute the lost and found program.
• Manage Fan Experience hiring events, team member onboarding, communications, scheduling, and payroll.
• Oversee the Rewards and Recognition Program for all in-house team members and service partners.
• Manage team member entrance and breakroom processes, including access control, timekeeping, nametag distribution, and team member surprises and delights.
• Perform other fan and team member experience department tasks as assigned.

Requirements

• Three years of direct industry experience in Guest Services or a customer service-related field.
• Ability to design and deliver training materials, including onboarding guides, SOPs, and scenario-based learning modules.
• Technologically proficient; comfortable navigating software platforms, CRM systems, mobile apps, and event-day operational tools.
• Experience using phone tree systems and CRM platforms to monitor and manage fan communications.
• Supervisory and management experience with an event-based workforce.
• Thorough knowledge of sports and entertainment venue event planning and related activities.
• Knowledge of current standards and best practices in assisting fans 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 fan concerns expeditiously and independently.

About Intuit Dome

Opened in August 2024, Intuit Dome is the new home of the LA Clippers and will host hundreds of sporting events and concerts each year. Located in Inglewood, Calif., Intuit Dome redefines fans’ expectations for live experiences and changes the music landscape in Los Angeles. Host of the 2026 NBA All-Star game and Olympic Basketball in 2028, Intuit Dome spans over 1 million square feet and features the team training center, business operations offices, five full-sized basketball courts, an 80,000 square foot outdoor plaza, and a double-sided Halo Board composed of more than an acre of LED.

At the LA Clippers and Intuit Dome, curiosity and innovation go hand in hand. We seek forward-thinking individuals who embrace emerging technologies and actively leverage AI tools to work smarter, unlock creativity, and elevate the fan and business experience.

Pay

$90,000 - $100,000 annual compensation. The compensation package offered will be based on multiple individualized factors, including a candidate's job-related knowledge, skills, and experience. The role is classified as exempt.

Benefits

• Medical, Dental, and Vision plans
• 401(k) plan with company contribution
• Wellbeing Allowance of up to $1,000 per year
• 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