Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

PRIMARY PURPOSE: Oversee the overall strategic planning, management, and execution of the Event Services team at Progressive Field, including baseball games, concerts, corporate functions, and community events. Ensure a seamless, high-quality fan and guest experience while maintaining operational efficiency, safety, and compliance. Collaborate across departments to deliver innovative event solutions that enhance the brand, maximize revenue opportunities, and foster relationships with key stakeholders, while leading and developing a high-performing team of event professionals.

Event Operations Leadership: Oversee planning, logistics, and execution for all events at Progressive Field, ensuring seamless coordination and exceptional guest experiences.
Team Management: Lead and develop the Event Services team, including full-time staff and 300+ seasonal employees focused on guest experience, fostering a culture of service excellence and collaboration.
Stakeholder Collaboration: Act as a key liaison with internal departments and stakeholders to align event objectives with organizational goals.
Financial & Risk Oversight: Manage budgets, labor agreements, and risk compliance, ensuring fiscal responsibility and adherence to MLB and safety regulations.
Strategic Improvement: Drive continuous event optimization through post-event analysis, trend innovation, and proactive problem-solving.

RESPONSIBILITIES & DUTIES:

General Event Services Operations

Oversee the comprehensive coordination, logistics, and execution of all events at Progressive Field, ranging from baseball games and major concerts to corporate gatherings and special community events. This includes managing every phase from planning to post-event wrap-up to ensure smooth, high-impact events.
Act as the liaison between Event Services team and all other internal departments, fostering open communication and collaboration across all facets of event production to ensure seamless operations and consistent alignment with organizational objectives.
Collaborate closely with Sr. Director, Security Services and Director, Facility Services to ensure optimal safety, security, and preparedness for each event, maintaining operational excellence through proactive planning and issue resolution.
Serve as the primary point of contact for key stakeholders including Corporate Partnerships, Premium Hospitality, and Ticket Sales & Service to align event objectives with identified organizational goals and driving strategic success of each event.
Develop, manage, and execute detailed event production plans, including timelines, staffing requirements, and day-of event procedures confirming every detail is planned for, from initial set-up to event breakdown.
Lead post-event debriefs with internal teams, analyzing performance metrics, customer feedback, and operational efficiency to drive continuous improvement.
Compile comprehensive event reports that summarize key performance indicators, successes, challenges, and recommendations for enhancing future events.
Partner with Marketing and Ticket Sales & Service teams to ensure cohesive strategies for event-related promotions, partnerships, and audience engagement while communicating these strategies effectively across the Event Services team to align operations with marketing initiatives.
Ensure that Progressive Field is fully prepared and properly equipped for all events, overseeing setup, breakdown, and equipment maintenance guaranteeing smooth event flow and positive guest experience.
Partner with Facility Services team to manage the upkeep and readiness and upkeep of all event spaces, ensuring that they meet high standards of cleanliness, safety, and appealing environment for guests.
Enhance the overall fan and guest experience by upholding and enhancing the highest standards of service, safety, and hospitality, creating memorable experiences that reflect positively on the Cleveland Guardians brand.
Continuously assess and refine event operations to optimize customer satisfaction and promote brand loyalty, staying ahead of industry trends and guest expectations.
Manage relationships with third-party vendors, contractors, and service providers, ensuring the timely delivery of services that meet quality standards and align with event goals.

People Operations & Management

Oversee recruitment, training, development, coaching, and personnel administration of the Event Services team, ensuring that all teammates are fully prepared and motivated to deliver exceptional guest service and achieve operational excellence in partnership with Human Resources department.
Directly manage the Sr. Manager, Ballpark Services (full-time, exempt) and Manager, Event Services (full-time, exempt) providing ongoing performance feedback, fostering professional growth, and ensuring alignment with department’s goals.
Oversee reports as they directly manage 300+ event services staff members (non-exempt, seasonal).
Oversee that the Ballpark Services team effectively handles all organizational requests related to shipping & receiving, inventory stocking, and event set-up, maintaining seamless event readiness.
Lead, mentor, and develop a team of event services professionals, fostering a high-performing and collaborative culture that prioritizes service excellence and operational efficiency.
Ensure the supervisory team consistently coaches and provides constructive feedback to teammates, empowering them to deliver exceptional service and address fan questions, comments, and concerns effectively.

Financial, Legal, & Risk Management

Serve as Manager on Duty for games each homestand, coordinating operations across multiple gameday departments monitoring event flow and handling real-time issues.
Responsible for the creation and maintenance of annual event services budget, overseeing labor costs, equipment, and operational expenses to ensure fiscal responsibility and operational efficiency.
Generate, review, and approve all expenses, purchase orders, invoices, and payroll related to the Event Services team, ensuring accurate financial reporting and compliance with organizational standards.
Work closely with leadership and Human Resources to review union collective bargaining agreements, rates, and renewal terms, ensuring compliance with all agreements and optimizing labor relations.
Oversee legal and risk management issues related to event operations, ensuring compliance with all applicable laws and regulations, including labor, safety, and public health standards.
Collaborate with finance teams to track and analyze event-related revenues and expenses, ensuring fiscal responsibility and identifying opportunities for cost savings.
Partner with Legal on establishment and maintenance of contracts for all third parties.
Ensure all events comply with MLB regulations, local laws, safety standards, and public health requirements.
Work closely with security and facility teams to establish emergency procedures, crowd control measures, and incident response plans.

EDUCATION & EXPERIENCE REQUIREMENTS:

Bachelor's degree in event management, sports management, hospitality, business administration, or a related field is required.
Minimum of 7-10 years of experience in event services, venue operations, or a related field
Minimum of 5 years in a leadership or management role, preferably in a professional sports or large-scale entertainment venue overseeing a large event staff, labor union experience preferred
Previous experience executing effective team building, conflict resolution, and fostering a collaborative work environment.
Robust understanding of event logistics, operations, and production.
Proven track record of managing complex events such as professional sports games, concerts, and corporate events, with the ability to handle high-pressure, fast-paced environments.
Demonstrated understanding of customer service best practices and a commitment to delivering a superior guest experience.
Previous experience managing complex budgets, tracking expenses, and maximizing revenue opportunities.
In-depth understanding of the sports and entertainment industry, including Major League Baseball (MLB) regulations, event best practices, and venue management standards
Familiarity with current trends in event services, guest experience, and venue operations, with the ability to innovate and implement new ideas.

JOB SKILLS & REQUIREMENTS:

Proficient in analyzing financial data and making data-driven decisions to optimize operational costs, increase profitability, and manage multiple events with attention to detail.
Robust project management skills, including developing timelines, managing resources, and delivering projects on time and within budget, with the ability to quickly make informed decisions.
Expertise in training event staff to enhance fan engagement and satisfaction while effectively negotiating with unions, vendors, and external partners to build beneficial relationships.
Skilled in adhering to compliance with safety regulations, public health guidelines, security protocols, and MLB/local policies to ensure smooth, secure event operations.
Technical aptitude to obtain proficiency in technical tools such as event management software, venue management platforms, ticketing systems, CRM tools, and budgeting software (Reserve, 24/7, ProVenue, NetSuite, and Adaptive preferred.)
Creative, innovative mindset for solving challenges and improving event experiences.
Ability to work rotating Manager-on-Duty schedule, evenings, and weekends as Events dictate.

ORGANIZATIONAL REQUIREMENTS:

Reads, speaks, comprehends, and communicates English effectively in all communications.
Represents the Cleveland Guardians in a positive fashion to all business partners and the general public.
Ability to develop and maintain successful working relationships with members of the Front Office.
Ability to act according to the organizational values and service excellence at all times.
Demonstrated commitment to working with diverse populations and contributing to an inclusive working environment.
Ability to walk, sit or stand for an entire shift.
Ability to work extended days and hours, including holidays and weekends.
Ability to move throughout all areas and levels of the Ballpark.
Ability to work in a diverse and changing environment.
Occasional physical activity such as lifting and carrying boxes up to 50 lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that the candidate may bring certain skills and experiences to the role that are not listed above, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.

Director, Event Operations