Title: Mission Control Operator
Department: Guest Service
Reports To: Sr. Manager, Guest Services
FLSA Status: Part-Time, Non-Exempt

Pay Rate: $18.50/hour

Job Summary:

The Mission Control Operator provides critical operational support to ensure the safety, security, and overall guest experience at Golden 1 Center during events. This role serves as a central communication and coordination point for event-related incidents, maintenance concerns, emergency response, and operational support requests. Operators are responsible for monitoring communications, documenting incidents, and distributing information in a professional, accurate, and timely manner while maintaining composure in high-pressure situations.

This is a part-time, event-based position. Event team members must be available to work nights, weekends, holidays, and extended hours based on the Golden 1 Center event calendar.

Key Responsibility Areas:

• Operate two-way radios, multi-line phone systems, and other communication platforms to support event operations.
• Serve as a central point of contact for incident intake, escalation, and communication during events.
• Maintain accurate logs of incidents, operational activity, and event-related communications.
• Monitor and respond to guest concerns and service requests submitted through in-house communication or texting systems.
• Provide event-related information to internal departments, staff, contractors, and external agencies as needed.
• Coordinate and communicate maintenance, operational, safety, and security concerns to the appropriate departments.
• Exercise sound judgment and professionalism when responding to routine and emergency situations.
• Analyze situations quickly and take appropriate action in accordance with established policies and procedures.
• Prepare concise, accurate reports and documentation related to incidents and event operations.
• Maintain working knowledge of Golden 1 Center, the DOCO campus, event operations, and emergency procedures.
• Collaborate professionally with coworkers, event staff, security personnel, and outside agencies to support successful event operations.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities:

• Knowledge of proper English usage, grammar, punctuation, spelling, and vocabulary.
• Knowledge of dispatch communication procedures, including emergency and non-emergency call handling.
• Familiarity with police ten codes and radio communication protocols preferred.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong conflict resolution, communication, and customer service skills.
• Ability to remain calm, professional, and solution-oriented under pressure.
• Ability to type and enter data accurately and efficiently.
• Proficiency in Microsoft Office programs, including Word, Excel, and PowerPoint.

Qualifications:

Education and/or Experience:

• High school diploma or GED required.
• Minimum of two years of full-time or equivalent part-time experience in dispatch, communications, customer service, security operations, or a related field preferred.
• Experience working with the public in high-pressure or fast-paced environments preferred.

Other Qualifications:

• Ability to work a flexible event-based schedule, including nights, weekends, holidays, overtime, and on-call shifts as needed.
• Strong organizational, time-management, problem-solving, and decision-making skills.
• Ability to communicate clearly and effectively both verbally and in writing.