Director, Fan Experience & Security

Oilers Entertainment Group - Edmonton, AB (30+ days ago)

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About Oilers Entertainment Group:
Oilers Entertainment Group (OEG) delivers leading sports, entertainment and other special event programming to fans and patrons in Canada and the United States. OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s Edmonton Oil Kings, the AHL’s Bakersfield Condors, and will operate Rogers Place, the new home of the Oilers and Oil Kings in downtown Edmonton. OEG also owns and operates one of Canada’s most accomplished television, event, and brand-promotion companies and has recently added Silver Pictures Entertainment to its growing sports & entertainment business.

Vision: “To be the global leader in Sports and Entertainment”

Mission Statement: “WIN. ON and OFF the ICE.”

GENERAL RESPONSIBILITIES:
Manages and leads the Fan Experience and Security team through all Rogers Place and related events, including all day-to-day functions, to support fellow business units.
Develop intimate knowledge of our customer needs and service recovery and provides ongoing training of front-line teams in order to maintain industry best practice.
Directly manage all aspects of the Fan Experience and Security operating budgets and manage expenditures throughout the fiscal year including forecast and analyzing labour costs.
Manage the Fan Experience and Security teams and support other Rogers Place service teams through an efficient deployment and service model for the 2019-20 season. Adjust, analyze, and enhance in-venue service opportunities as required.
Ensures continuity across all brands and products to ensure delivery of the customer expectation.
Utilizing the Manager of Fan Experience, Manager of Security, and Manager of Security Systems, build and coordinate the annual department project plan and weekly reports for the Vice President.
In conjunction with the Director of Premium Seating, Season Seats, and Services, produce reporting for post-event review and follow-up, closing all service recovery and formal complaints in a timely manner.
Manage the cooperation of the Fan Experience and Security teams through all phases of the employee journey. (recruitment, onboarding, training, performance management, and recognition)
Manage fan entry into Rogers Place including the use of mobile ticketing by designating leads from the operations team to develop revised queuing plans with greeters to assist fans and expedite access into Rogers Place.
Manage the development of a service excellence guide and matrix of premium spaces.
Manage the day-to-day performance objectives for each direct report, including check-ins for key priorities, timelines, production.
Manage the all FT and PT resources to drive service delivery and improvements, including developing the MOD and M-F requirements to support a high-performance team.
Works directly with internal and external stakeholders on all aspects of fan experience and service recovery to maintain superior service levels to all ticketed customers.
Responsible for the management of our service team to collect, analyze, and share feedback with all stakeholders to improve all processes and offerings to our customers.
Resolve all escalated security and fan safety issues and post event follow-ups regarding conflict resolution and service recovery, including those related to employee engagement and feedback.
Responsible for the development and continuous improvement of fan experience and security departments, fan experience programs and front of house policies and procedures.
Act as the voice of the fan in all strategic initiatives, event planning and all business operations. Be the role model for service excellence and safety across all Rogers Place departments.
Carry out supervisory responsibilities as required including Manager on Duty, Incident Commander, recruiting/training, planning, assigning, and directing work.
With the Manager of Security Systems, manage day to day operations of the Event Command Centre, including formalizing SOP’s, recruiting and training new Incident Commanders.
Lead and develop all FT and PT reports with a focus on performance development and management, to deliver our service promise to internal and external customers.
Develops and maintains relationship with COE regulatory agencies (Fire, EPS, EMS) and leads the development of communication and standard operating procedures to ensure full alignment.
Provide leadership for planning and management of security systems throughout Rogers Place, including building access control systems, CCTV, intrusion detection, credentialing, and radio communication systems.
In conjunction with the Director, Business Operations, annually review and update the Life Safety Plan.

QUALIFICATIONS:
Minimum education of a Bachelor’s degree in a related field
Minimum 5 to 7 years front of house management experience in a large public assembly facility; preferably with sports and entertainment
Proven knowledge & experience in management, leadership, strategic planning, and operations of large public assembly facility
Effective supervisory and management experience, focused on performance development, leadership, and retention
Strategic focus with a dedication to leading and delivering internal and external service excellence
Exemplary organizational skills, resourceful and proven ability to handle multiple projects simultaneously
Proficiency in Microsoft Office: Word, Excel, Outlook, OneNote, Publisher, and PowerPoint
Proficiency in visual digital editing, including images, publications, maps, and CADs
Highly visible leader with a proven track record to successfully lead a multi service team
Strong ability to manage and coach others and effectively supervise
Experience in management of multi-million-dollar annual operating budgets
Must be able to work a business hour and event-based schedule which includes evenings, weekends and holidays
Must possess ProTect and ProServe certifications
Current Security Services and Investigator's Act (SSIA) License is an asset