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Team Member Services Manager

Company

AMB Sports + Entertainment
Address , Atlanta, 30313
Employment type FULL_TIME
Salary
Expires 2023-09-11
Posted at 8 months ago
Job Description
Mercedes-Benz Stadium
Mercedes-Benz Stadium is a member of AMB Sports & Entertainment and is the home of the Atlanta Falcons and Atlanta United. The stadium hosts numerous other sports, entertainment and hospitality events. The multi-purpose venue features flexible capacity that can expand to up to 75,000 seats; a retractable roof structure inspired by the oculus in the ancient Rome Pantheon; views of the Atlanta skyline; and a 360-degree HD video halo board that at nearly six stories tall and 1,100 linear feet in diameter is the largest in the world.
Position Description
The Manager, Team Member Experience plays a pivotal role is ensuring the overall exceptional experience for a diversely unique workforce. Primary responsibilities include managing services and support programs that drive performance, job engagement, productivity and retention. In this role, you will foster collaboration and inclusion in an inspiring and fun workplace environment. This position has two FT direct reports and will report directly to the Sr. Director, Guest and Team Member Services.
Roles and Responsibilities
  • Provide staffing cost estimates for all events and ensure that expenses are submitted and closed out post-event.
  • Capitalize on guest and Team Member feedback and collaborate with stadium/team departments to find efficiencies, improve processes and resolve operational challenges.
  • Create and maintain Team Member policies and protocols to ensure exceptional onboarding and team member development.
  • Deliver analytical reporting to identify trends, staffing needs and required changes or scheduling adjustments.
  • Oversee the hiring process for all MBS departments and specifically for the Guest Service Department to ensure that staffing levels are properly maintained to accommodate the needs of all major and private events.
  • Utilize systems and innovative technology to develop and maintain staffing models and cost estimates for all event types.
  • Develop and execute innovative strategies that inspire and promote the AMBSE core values and workplace culture.
  • Manage the Team Member Services and Support programs including staffing, scheduling, uniforms, communications, the Support Center, Rewards & Recognition, appreciation, and performance management.
  • Oversee the flawless execution of event day processes such as ingress/ egress, vertical transportation, VIP movements, seating bowl operations and Designated Driver.
  • Serve as the primary manager on both event day and non-event day for 650+ part-time Team Members including Mobility Services Ambassadors, Guest Services Representatives, Hosts and Special Events hosts.
  • Create authentic and meaningful relationships with Team Member by providing intentional care and engagement.
  • Address all Team Member challenges and work with department leadership and Team Captains to develop action plans for future compliance/success.
  • Other duties as assigned.
  • Actively recognize and celebrate Team Member success via the Values in Action Recognition Program.
Qualifications, Education Requirements & Required Skills
  • Minimum of 5 years overseeing a large and diverse group of employees (250+ preferred).
  • Minimum of 3 years of venue management experience (preferably a large-scale or high-volume facility)
  • Available to work long hours including nights, weekends, holidays and most major events.
  • Bachelor’s degree in Business Administration, Communications or Hospitality.
  • Proficient in Microsoft Word, Excel, PowerPoint and Outlook, Adobe Creative suite preferred.
  • Must have a proven track record with building and maintaining a successful culture.
Desired Leadership Competencies
  • Excellent communicator (written and verbal) with high EQ
  • Detail-orientated
  • Ability to develop effective processes and protocols
  • Relationship fostering; the ability to work well with others
  • Innovative, collaborative and creative
  • Strong project management skills