Senior Cluster Manager, Event Visitor Services

Key Responsibilities

• Lead the operational planning and Games-time delivery of Event Visitor Services (EVS) across a designated geographic cluster of competition and non-competition venues.
• Primary EVS operational lead for the cluster, integrating EVS requirements with venue management, security, transport, ticketing, accreditation, spectator experience, workforce, accessibility and other key functional areas.
• Provide direction to venue-based EVS Front Of House (FOH) managers, deputies, supervisors, team leaders and volunteers, ensuring the delivery of safe, efficient, inclusive and welcoming visitor operations that support an exceptional Games experience.
• Lead the development, integration and implementation of EVS operational plans for a designated cluster of venues, ensuring alignment with overall Games-time objectives and venue operating models.
• Oversee cluster-level planning for crowd management, spectator flows, ingress and egress, queue management, access control, signage, spectator facilities, accessibility requirements and visitor service touchpoints.
• Drive integration with key functional areas including venue management, security, transport, ticketing, accreditation, spectator experience, workforce, technology, communications, city operations and external stakeholders.
• Monitor planning progress across the cluster, identify risks, issues and dependencies, and develop mitigation strategies to support safe, efficient and high-quality operations.
• Provide leadership and direction to venue-based EVS teams, including managers, deputies, supervisors, team leaders and volunteers, ensuring clear roles, responsibilities and escalation pathways.
• Support workforce planning for the cluster, including staffing strategies, deployment plans, headcount validation, training requirements, briefing processes and Games-time readiness activities.
• Ensure EVS plans comply with applicable federal, state and city laws, policies and operational requirements related to crowd management, accessibility, safety and visitor operations.
• Represent EVS in cluster and venue planning meetings, providing subject matter expertise and ensuring EVS requirements are understood, coordinated and delivered.
• Lead Games-time issue resolution for the cluster, including visitor service issues, seating or access challenges, crowd flow concerns, resource constraints and operational redeployment needs.
• Conduct and support operational briefings, debriefings and post-event reporting to capture performance, lessons learned, staffing impacts and continuous improvement opportunities.
• Provide additional duties as needed by LA28 EVS from time to time that are consistent with the Senior Manager, EVS Cluster Operations role.

Background & Requirements

• Relevant qualifications in event management, venue operations, sport management, business, operations, safety, accessibility or a related field are desirable.
• Significant experience leading operational planning and delivery in major events, sport events, venues, visitor services, spectator services or complex customer-facing operations.
• Proven experience managing complex, multi-venue or cluster-based operations with multiple stakeholders, dependencies and delivery timelines.
• Experience leading large teams, including paid staff, contractors and/or volunteers, in a high-pressure operational environment.
• Strong understanding of crowd management, visitor flow, access control, queue management, front-of-house operations and customer service delivery.
• Experience preparing operational plans, readiness materials, training inputs, briefing content, reports and other delivery documentation.
• Past Olympic, Paralympic, major Games or large-scale event experience is highly desirable.
• Self-starter with the ability to identify challenges, gather input from key stakeholders, make timely decisions and resolve issues proactively.
• Demonstrates strong leadership, sound judgment, resilience and the ability to build trusted relationships across complex delivery environments.

Expectations

• Strategic and operational leadership, with the ability to translate Games-wide objectives into practical cluster and venue delivery plans.
• Strong people leadership skills, including the ability to build, motivate and guide diverse, high-performing teams.
• Excellent communication, presentation and stakeholder management skills, with the ability to influence across multiple functional areas.
• High level of attention to detail, sound judgment and ability to manage competing priorities under pressure.
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint and planning/reporting tools.
• Ability to assess operational information, identify risks, develop practical solutions and support timely decision-making.
• Ability to collaborate effectively with functional areas, venue teams, city partners, external stakeholders and service providers.
• Calm, confident and adaptable under pressure, with the ability to lead teams through complex and changing operational environments.
• Strong written and verbal communication skills, including the ability to produce clear plans, reports, briefings and operational guidance.
• Commitment to inclusive, accessible and welcoming visitor experiences for all Games clients and spectators.

Education

• Bachelor’s degree or equivalent relevant professional experience.

Physical Requirements and Working Conditions

• Available to work onsite in our Downtown Los Angeles-based office.
• Occasional travel to venue sites across the Los Angeles region is required, including both competition and non-competition locations.
• May be required to navigate large venues or outdoor areas under varying environmental conditions, including heat, crowds, or loud environments.
• Able to work extended hours, evenings, weekends, and holidays as needed during peak operational periods and Games-time.

The annual base salary range for this position is $110,000-$130,000. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law.