The Tampa Bay Rays are seeking an enthusiastic and dynamic leader to be our Director of Fan Experience. You must possess a passion for delivering outstanding service, training and creating a FUN and memorable experience for fans and staff alike at Tropicana Field and Al Lang Stadium.

Essential Duties and Responsibilities:

Direct and manage the overall strategy and execution of the Tampa Bay Rays guest experience program and the overall service culture.
Develop, implement and oversee training and development programs to unify the various segments who create the Tampa Bay Rays experience.
Coach, develop and empower team members to ensure our goals and strategies related to the guest experience program are achieved.
Create metrics to measure Guest Service performance by use of surveys, shoppers and other data points on an ongoing basis and make strategic decisions based on performance standards and goals.
Develop and lead gameday staff recognition and incentive programs that drive and reward elevated levels of service.
Create and implement training programs for distribution across all segments while establishing an effective system for evaluating the effectiveness of the programs.
Work with Fan Experience training coordinator to implement employee recognition programs across all segments.
Create, implement and maintain complaint resolution process to ensure consistent, efficient and timely responses to customer issues, requests and complaints.
Document employee incidents, counsel Guest Services team members, and pursue corrective action progressively to ensure compliance with policies/procedures.
Lead ADA initiatives for Tropicana Field and Al Lang Stadium.
Oversee the recruitment and hiring practices for Rays game day staff.
Direct oversight of 300 front line staff in addition to working with directly with representatives from Security, Merchandise, Concessions and Housekeeping.
Collaborate closely with business analytics, community engagement, marketing, stadium operations, sales and service to create innovative ideas for highly engaging fan experiences.
Oversee Stadium Tour program

Required Qualifications:

Bachelor’s degree in hospitality, marketing, sport management, business administration or related field required. Equivalent, relevant work experience may be considered in lieu of formal education.
Minimum 5-7 years of experience managing large employee groups in a service or hospitality role
Experience managing a diverse full-time team
Demonstrated passion for service and guest experience
Strong leadership and personnel management experience with the ability to coach, mentor and motivate
Prior experience developing training materials
Creative problem-solving skills
Strong interpersonal skills including the ability to work in a team environment
Ability to work non-standard hours, including evenings, weekends, and holidays as needed
Experience with budget oversight and general accounting/finance
Experience with ABI scheduling software preferred
Experience in guest service or hospitality within the sports industry or theme parks preferred

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.

Director, Fan Experience