Venue Operations Learning Manager

Overview

The Venue Operations Learning Manager will lead efforts to build and facilitate learning and development programs for our part-time event and venue staff. This role will oversee part-time training activities at the site during business and event hours (including evenings and weekends); facilitate compliance, leadership, and general training; provide on the job spot training in the form of coaching and giving feedback to staff during events; and develop and implement a plan focused on creating lasting programs that align with the organization’s strategic focus of providing exceptional fan experience. In addition, this role will work collaboratively with internal stakeholders and departments as well as a diverse group of external specialists. This role will also work closely with Venue Operations team to align learning and development goals and opportunities.

Responsibilities

1. Partner closely with Venue Operations Leadership to develop engaging curriculum and facilitate training for instructor-led and virtual courses on topics that include but are not limited to, customer service, conflict resolution, leadership development, diversity and inclusion, etc.
2. Set direction and manage the instructional design processes.
3. Provide on the spot staff member coaching for growth and development consistent with recent learning objectives.
4. Evaluate the effectiveness of training to enhance the learning experience.
5. Assist in developing and carrying out the organization’s strategic focus of providing exceptional fan experience.

Qualifications

• 5 years’ experience as a facilitator, teacher, trainer, public speaker.
• Bachelor’s or Master’s (Preferred) Degree in Organizational Development, HR, Leadership, Adult Learning, or related field.
• Professional curiosity, self-starter, ability to multi-task, prioritize effectively, and integrate with the broader Service and Organizational Development teams in a fast-paced, changing environment.
• Has a track record of designing, developing, and implementing high impact learning solutions, using a variety of innovative approaches.
• Comfortable with providing coaching.
• Proficient in Microsoft Office, Excel, Word, Power Point and other computer skills required.
• Ability to prioritize multiple tasks.
• Must have high level of interpersonal skills to facilitate courses and handle sensitive and confidential situations and information.
• Demonstrate poise, tact and diplomacy.
• Strong teamwork aptitude required.
• Strong customer service (internal and external) skills required.
• Strong oral and written communication skills.
• The ability to work independently and coordinate multiple tasks.
• Stand/Sit/Walk for long periods of time.
• Evenings and weekend work; occasional travel.
• This is a hybrid role based in San Antonio, TX. Approximately 70% of the role is to be performed in-person that includes working events, nights, and some weekends, and approximately 30% of the role is able to be remote. This may vary depending on work priorities and virtual/in-person training needs.