Manager, Guest Experience Operations

Manager, Guest Experience Operations

A professional basketball team and state-of-the-art arena / entertainment venue that specializes in creating memorable experiences for each guest we interact with. Some of our favorite things are live sports, concerts, comedy shows, family shows, and most any other world-class event you can think of, and we're looking for someone who shares the same interests. We live for the fast-paced world of sports & live entertainment, and as such, we work hard, run fast, execute flawlessly, and party it up when it all comes together. Lastly, we strive to deliver wonderful experiences that create lasting memories, and we prefer to surround ourselves with those who are the best at what they do.

An enthusiastic lover of sports, live entertainment, and people. You have true passion for engaging in meaningful interactions and creating memorable experiences for all guests. You strive to be helpful, engaging, and knowledgeable of all things Atlanta Hawks and State Farm Arena. You enjoy being a part of an exciting and dynamic group, and you're committed to continuously enhancing the productivity and effectiveness of your team. Lastly, you enjoy working hard and celebrating hard, and you'd be shocked if guests weren't positively impacted by their interactions with you.

The manager will be a strategic / critical thinking leader, serve as a people-first advocate while providing professional development and training aimed at motivating and equipping employees and partners to consistently provide a world-class, Fan First guest experience. They will assist in leading efforts focused on welcoming fans, continually improving processes that improve the guest experience, creating opportunities to exceed their expectations, and empowering employees to fulfill our collective service philosophy, which is S.M.I.L.E. They will build, coach, and develop direct reports into exceptional leaders. This will include working collaboratively and strategically with arena partners, ensuring all Smile Makers are serving our guests by providing exceptional Southern Hospitality.

Key Responsibilities :

Leadership of Guest Experience Operations

• Oversee Guest Experience operations for Atlanta Hawks games and State Farm Arena events, driving strategic initiatives that enhance service quality, team performance, and overall guest satisfaction.
• Serve as a cultural ambassador by living the SMILE values : Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, and Empowerment. Inspire teams and elevate guest experiences through intentional leadership and authentic service.
• Cultivate an inclusive and caring environment where employees feel valued and empowered to bring their full selves to work, driving excellence in performance and guest service

Lead Inventory Planning and Forecasting

Rewards and Recognition

Training and Development

Serve as a key contributor to the SMILE and leadership training team, facilitating engaging and impactful sessions that support team member development and drive excellence in guest experience and operations

Requirements :

Preferred Qualifications :

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

If this opportunity looks exciting to you, please complete the application process. Go Hawks!