Arena Experience and Operations Manager

Before we get into the specifics of the role, there are a few things we want you to know:

At the Orlando Magic, our approach is to not only learn as much about you as we can, but for you to learn about us. This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical. It isn’t just, “what are we looking for”, but also, “what do we have to offer you” and “are we the right fit for you.” While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.

What we offer you:

• 18 days of personal time off per year + 13 holidays (that is 31 paid days off year!) plus reduced summer work hours (every other Friday off during the off-season, which averages to another 8 days)
• A hybrid work model, casual work attire on non-game days, staff tickets to Magic home games, learning and development opportunities, Employee Resource Groups (ERGs), company sponsored events, volunteer opportunities & outings for every employee
• Fantastic benefits that include: medical, dental, vision, 401(k) with company matching, mental wellness resources, subsidized gym memberships, maternity & paternity leave
• Culture built on Community, Innovation, Legendary and Teamwork!

A quick summary about the role:

As a member of the Arena Experience & Operations team this position will play a critical role in the management of all facets of events in the Kia Center, with an emphasis on Orlando Magic events and security. This position is responsible for managing an efficient, productive, and consistent working relationship between the Orlando Magic, Orlando Venues and the Kia Center partners to deliver legendary experiences.

What the role will do:

• Lead all elements for the KIA Center Legendary 365 program, enhancing existing initiatives and driving new opportunities forward that promote employee retention, recognition and rewards.
• Oversee the secret shopper program for all events in KIA Center, which includes driving new initiatives from each secret shopper report and working with the building partners to maintain above a 90% score.
• Lead and produce all content for all Kia Center building partner benchmark meetings quarterly each season, which ultimately hold building partners accountable to delivering a legendary fan experience at the KIA Center
• Lead the Orlando Magic Red Teaming program, working in partnership with Orlando Venues to measure and enhance KIA Center security initiatives for Magic game nights.
• Oversee and approve all Orlando Magic building access and credentialing related items at the Kia Center.
• Manage security initiatives for Arena Experience and Operations, cross-collaborative security initiatives with Kia Center as well overseeing the Orlando Magic Emergency Support Team (OMEST) policies & procedures.
• Develop and manage content for all full and part time orientation needs alongside the People Team, which includes executing onboarding trainings and KIA Center tours
• Maintain & enhance (as needed) content for the KIA Center Foundations information and platform in conjunction with Orlando Venues.
• Builds & strengthens building partner relationships with all Orlando venues contracted partners and key external vendors; fosters relationships with internal Magic departments & drives Magic initiatives forward with Orlando Venues & all building partners
• Act as a liaison between all Orlando Magic staff and KIA Center building partners for issues regarding the box office and all premium areas for all non-Magic events at the KIA Center (i.e., concerts, family shows, etc.).
• Manage select KIA Center operations, including acting as Manger on Duty (MOD) for designated Magic games & non-Magic shows and events.
• Operate as one of the Arena Experience & Operations liaisons between all Orlando Magic staff and KIA Center Administration for all issues regarding the use of the arena for Orlando Magic home games and small non-gameday events (i.e., building walkthroughs game/event day needs).
• Oversee and drive initiatives for all non-game day Magic events and Magic Gameday parking.
• Support all game day preparations including detailed walkthroughs of each level of the Kia Center.
• Ensure that all entities of the KIA Center are operating in accordance with the Use Agreement and the Orlando Magic’s standards and protocols (i.e., cleanliness, concessions, functionality).
• Manage the Arena Operations part time office and part time game night staff.
• Assist with fiscal and project budgeting process for the Arena Experience & Operations department, including providing project cost estimates, etc.
• Work with all Magic departments to ensure all needs are met for and during game/event nights.
• Schedule and conduct Amway Center tours as needed.
• Game/Event night responsibilities include walking the building to make sure the level of service we ask for is being provided and work with staff/partners/customers to make sure all their needs are met.

• All other duties as assigned.

Supervisory Responsibilities:

• Hire and supervise staff and departmental interns and manage their workflow.
• Provide coaching, direction and oversee development of direct reports.
• Provide ongoing timely performance management feedback through regular touch base meetings and the Quarterly Check In (QCI) process.

What the role needs to have:

• Bachelor’s degree preferred or equivalent professional experience required.
• Minimum of three years of experience in a sports, facilities or customer service required.
• Minimum of one year supervisor experience required.
• Minimum of one year coordinating, scheduling, or managing large scale events required.

• Proficient in all Microsoft Office products and other related computer skills required.

• Ability to work all Magic home games plus a select number of non-Magic events. This includes the ability to work a flexible schedule including nights and weekends and be on-call as necessary based on the changing priorities of the department.

Physical requirements

• Position will be required to stand and be on feet for prolonged periods of time during event shifts.

• Occasional lifting of heavier objects up to 40 lbs. +. necessary when setting up for events

• Capability to climb ladders and scaffolding

If this opportunity is a job you're passionate about and it fits with your skills and experience, then we welcome you to take the next step and apply!

All offers of employment are contingent on successful completion of our pre-employment screenings, that will include a background check and may include a drug screen.

Please note that this is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

The Orlando Magic are not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at the Orlando Magic via-email, the internet or in any form and/or method without a valid written Statement of Work in place for this position from Orlando Magic HR/Recruitment will be deemed the sole property of the Orlando Magic. No fee will be paid in the event the candidate is hired by the Orlando Magic as a result of the referral or through other means.

The Orlando Magic is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, religion, color, sex (including pregnancy and gender identity), sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, any other non-merit based factor or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. If you’d like more information about your EEO rights as an applicant under the law, please visit http://www1.eeoc.gov/employers/poster.cfm