Overview

Responsibilities

• Partner with the General Manager to translate strategic priorities into executable operational plans.
• Support the development and implementation of annual business plans, operational priorities, and performance objectives.
• Drive organizational alignment across all business departments to ensure consistent execution of operational goals.
• Identify operational risks and opportunities and implement continuous improvement initiatives.
• Oversee the day-to-day business operations of the venue, including sales, marketing, guest services, administration, event operations, food and beverage coordination, and facility support.
• Develop, implement, and maintain standard operating procedures (SOPs) across business functions.
• Implement performance reporting and key operational metrics to support informed decision-making.
• Lead cross-functional planning for concerts, sporting events, conferences, community events, and other special events.
• Support procurement processes, vendor relationships, and contract administration.
• Provide operational leadership during major events and ensure seamless execution across departments.
• Work collaboratively with promoters, tenants, event organizers, municipal partners, and third-party contractors to deliver successful events.
• Lead pre-event planning, event execution, and post-event evaluations to identify opportunities for improvement.
• Drive continuous improvement in customer service, operational efficiency, and overall guest experience.
• Support recruitment, onboarding, training, and development of staff.
• Provide leadership, coaching, and performance management for direct reports.
• Foster a collaborative, accountable, and service-focused workplace culture.
• Support human resources initiatives including workforce planning, performance management, and policy compliance.
• Maintain strong relationships with community partners, event promoters, tenants, vendors, and internal stakeholders.
• Ensure compliance with applicable legislation, corporate policies, contractual obligations, and health and safety requirements.
• Identify and manage operational risks related to staffing, safety, security, and event delivery.
• Collaborate with emergency services, security providers, and facility partners on emergency preparedness and response planning.
• Perform other related duties as assigned by the General Manager.

Qualifications

• Bachelor's degree in Business Administration, Sport Management, Hospitality Management, or a related field; equivalent experience will be considered.
• Minimum of 5–7 years of progressive leadership experience in venue management, live entertainment, hospitality, sports, or event operations.
• Demonstrated success leading cross-functional teams in a complex, customer-focused operating environment.
• Strong financial acumen with experience working within operating budgets, contracts, purchasing, and vendor relationships.
• Excellent leadership, organizational, communication, and problem-solving skills.
• Ability to balance strategic planning with hands-on operational leadership.
• Experience working with municipalities, public facilities, or multi-use entertainment venues is considered an asset.
• Ability to work evenings, weekends, and holidays as required to support event operations.