Managing Director of Event Services - Seattle Seahawks / First & Goal Inc.

• Responsible for supervision of Guest Services and Event Operations departments to include departmental budget, business plans, management development and event planning coordination
• Partner with Business Analytics and Consumer Experience to; continuously and strategically identify key drivers of fan/guest satisfaction through measurement, tracking, research and analysis of guest data
• Work directly with clients and potential clients to implement the event plan or manage the process through direct reports. Establish strong, productive working relationships with clients and maintain a positive customer service environment
• Partner with the Sales, Finance and Labor Analytics teams to assist in the planning, budgeting and coordination of new and repeat events; ensure that all information is disseminated so events operate smoothly from the booking process through settlement
• Develop KPIs for each line of business including financial, guest experience,
• security experience and client experience initiatives
• Partner with Sales and Business Development on perspective business/event opportunities and create targeted sales proposals with event outline and budgets
• In collaboration with Finance and Labor Analytics, hold departments accountable for budgeted targets for all events
• Work with the Guest Services management team to develop service initiatives and programs designed to deliver the highest level of customer service
• Create, foster, maintain and improve Lumen Field’s reputation for excellence in venue and guest experience. Gain certification/accreditation in venue operations and attend conferences/trade shows to ensure that our venue is always the leader in new technologies, procedures, processes and industry best practices
• Collaborate and maintain open channels of communication between operations management and the Seahawks, Sounders, and Reign FC management to create a united front during events and provide first class services for our guests
• Direct the development and preparation of comprehensive management reports and manuals (i.e., Operations Manual, Event Handbook)
• Assist the VP of Operations/General Manager in the development and administration of the facility’s operating and capital budgets; work directly with the department directors in developing departmental operating budgets and revenue projections
• Prepare and maintain expenses within the annually approved department budgets.
• Research, review and recommend equipment, materials and supplies required for maintenance and improvements
• Partner with the Managing Director of Consumer Experience on creating initiative and programs to elevate consumer experience
• Develop and maintain relationships with outside organizations, agencies and companies who frequently service events
• Provide timely and effective responses to directives and requests received from internal and external organizations, agencies, departments and individuals; assure and maintain the integrity of the organization in all forms of communication and personal contacts
• Ensure that the event management system (Ungerboeck) is performing well and that our staff are using it correctly; assist with the review and revision of the system as needed
• Actively monitor the show floor and event/game activities to ensure compliance with applicable standards, regulations and laws to ensure the highest levels of service are delivered to guests, clients and staff
• Research, advance, suggest and create appropriate staffing levels/event budgets, balancing client needs, financial parameters and business objectives with the overall safety and security of the events and venues
• As needed, serve as the Manager on Duty (MOD) for venue events. MODs make immediate decisions and communicate with the Vice President of Stadium Operations/General Manager, department heads and other personnel during emergency situations, in addition to assuming responsibility for the overall successful operations of the event

• Work with Human Resources to develop event staff training programs to ensure excellence in security, operations and customer service
• Oversee the departmental staff in the day-to-day management of their various departmental disciplines; review and evaluate processes and results; identify and resolve deficiencies and challenges
• Serve as escalation point to client/employee inquiries, concerns and/or complaints
• Prevent future issues by examining all past situations and maintaining a proactive thought process
• Resolve employee related issues by working in conjunction with Human Resources, the manager/supervisor and the employee

• Bachelor's degree from an accredited college or university in public assembly facility management, hospitality management, business administration or a related field
• Other combinations of experience and education that meet these requirements may be substituted

• Minimum of seven (7) years in venue operations and guest services as a director or department head within professional sports, concerts, corporate facility or convention center management
• Experience managing and directing organized labor groups

• Capable of working in a fast-paced environment
• Experience leading and working with both full and part-time, large and small, groups of people
• Ability to work under pressure, recognize problems and find solutions
• Ability to multi-task and handle a variety of day–to-day tasks
• Ability to work well with fellow staff members
• Ability to work long irregular hours for an extended period as dictated by events and schedule. This will include weekends and holidays
• Must have excellent communication skills, both written and verbal
• Must have extensive experience drafting and maintaining departmental budgets
• Proficiency in virtual meeting software and Microsoft Office programs (Word, Excel, Teams, Outlook, and PowerPoint) is required
• Ability to read, listen and communicate effectively in English, both verbally and in writing
• Bilingual is a plus, but not required

• This position has managerial responsibility of Lumen Field, Lumen Field Event center and WAMU Theater’s event operations and guest services management and staff

• Will be exposed to varied weather conditions when working events
• While performing the duties of this job the employee is regularly required to use hands and fingers
• The employee is frequently required to reach with hands and arms. The employee is required to stand, sit, stoop, kneel, crouch or crawl
• This job requires many hours of standing and walking during events and on Gameday
• The visual requirements include: the ability to adjust focus, peripheral vision and close vision
• Requirements may vary depending on position

• The salary range for this position is: $130,000 - $170,000. The salary range applies to the current posting. The posted salary range may vary based on key factors including, but not limited to, education, job-related knowledge, experience and skill set.
• We offer excellent benefits, please view here: https://www.seahawks.com/about/employment/benefits   

Powered by JazzHR