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Manager, Guest Services

The Manager, Guest Services (“Manager”) for Major League Baseball (“MLB”) will be responsible for working closely with the Director, Ballpark Operations, and the rest of the Security & Ballpark Operations Department (“department”) in the development and implementation of state-of-the-art best practices for MLB events and facilities, and the continuing development and management of a system of Best Stadium Operating Practices for all 30 MLB Clubs.

The Manager will serve as a resource for the ballpark operations staff at MLB’s 30 Clubs and will facilitate dialogue between them and the league office regarding guest services, concessions, and other fan experience topics. The Manager will also facilitate communication between other MLB departments and Club ballpark operations personnel for MLB events (e.g., All-Star Week, Postseason), and will work extensively at MLB events in areas of ballpark operations.


  • Develop and maintain strong relationships with the guest services department heads at MLB’s 30 Clubs and keep them informed of relevant league policies. Support monthly ballpark operations executive calls, with topics to include updates and best practices related to guest services, concessions, and other fan experience topics.

  • Identify, and work with Clubs to implement, best practices in the area of guest services, concessions, and other fan experience topics.

  • Manage other department employees working in the area of guest services, concessions, and other fan experience topics; manage projects and foster a high-morale team environment.

  • Liaise with other MLB departments (strategy and development, broadcasting, global events, sponsorship, product, and technology, etc.) on guest services, concessions, and fan experience related matters. Develop a strong understanding of how other MLB departments function in relation to these areas.

  • Connect Club ballpark operations personnel to the appropriate MLB departments and personnel on matters outside the department’s purview.

  • Help operate the ballpark at MLB’s special events. Direct appropriate personnel from MLB and Clubs on ballpark operations responsibilities for MLB events including All-Star Week, Postseason, and other domestic and international events.

  • Conduct and/or coordinate training of game-day staff during All-Star Week and other MLB events.

  • Manage the department’s internal and external ballpark experience assessment program, which includes ongoing participation from ballpark operations staff at the 30 Clubs. This requires managing third-party vendor relationship, staffing, logistics, and analysis.

  • Plan and conduct calls with Club guest services staff specific to areas related to fan experience issues.

  • Provide expertise and act as a resource on all guest services and fan experience related training at the Clubs.

  • Organize the guest services agenda and content for the annual Security and Ballpark Operations Conference. Manage guest services and concessions related content on MLB’s intranet.

  • Collaborate with Minor League operations on a variety of guest services, concessions, and other fan experience recommendations to the Minor League Clubs.

  • Represent MLB in appropriate professional organizations, industry conferences, and university/continuing education programs regarding MLB’s ballpark operations.

  • Perform other related domestic and international duties as required and directed by the department.


  • Minimum of 4 years of experience in guest services within professional or collegiate sports

  • Must be able to interpret data, synthesize information from multiple sources, identify scalable solutions and best practices, and communicate with a wide variety of audiences

  • Strong quantitative and qualitative analytical ability

  • Must have significant event planning experience and project management experience

  • Strong problem-solving skills with ability to prioritize issues and analysis

  • Supervisory experience preferred

  • Bachelor’s degree from an accredited college or university

  • This position is based in New York City and requires in-office attendance at least four days per week

  • Significant domestic and international travel required, sometimes for extended periods

  • Highly motivated self-starter who listens, follows directions, and pays attention to detail

  • Strong oral and written communication skills

  • Team player who enjoys working with others

  • Professional demeanor, and ability to manage deliverables with time-sensitive deadlines

  • Excellent presentation skills

  • Working knowledge of Microsoft Office (Word, Excel, PowerPoint)

Per the NYC pay transparency law, the hiring range for this position is $70,000 to $110,000

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, skills and any other factors Major League Baseball (MLB) considers relevant to the hiring decision. In addition to your salary, MLB believes in providing a competitive compensation and benefits package for its employees. MLB offers employees a full range of best in class benefits with no employee contributions towards medical, dental, and vision coverage premiums, as well as incentive and recognition programs, life insurance and automatic employer 401k contributions. All benefits are subject to eligibility requirements and the terms of official plan documents which may be modified or amended from time to time.