Title: Vice President, Fan Experience
Location: Baltimore Orioles | Oriole Park at Camden Yards – Baltimore, MD
Reports To: SVP, Ballpark Operations
FLSA Status: Salary, Exempt
Position Overview:
The Baltimore Orioles are seeking a dynamic and visionary Vice President of Fan Experience to design, lead, and continuously evolve the complete Orioles fan journey — from the moment fans arrive at Camden Yards until their departure. This executive will ensure that every touchpoint is seamless, intuitive, welcoming, inclusive, and memorable, while driving measurable results across revenue, guest satisfaction, and brand loyalty.
This role carries P&L accountability for all fan-facing revenue streams — including concessions/food & beverage, parking, and retail merchandise — and oversees a large and diverse hourly and event-day workforce. The VP will champion a service-forward culture, guided by data, analytics, and voice-of-the-fan insights, while constantly benchmarking Camden Yards against the best experiences in Major League Baseball, global sports venues, live entertainment, and world-class hospitality.
Key Responsibilities:
Fan Journey Strategy
- Architect and execute a holistic fan experience strategy that encompasses MLB games, concerts, and community events at Camden Yards.
- Own and map the entire fan journey — parking, entry, concessions, seating, merchandise, staff interactions, and departure — ensuring intuitive design, emotional resonance, and consistency.
- Champion accessibility, ADA compliance, inclusivity, family-friendly initiatives, and local cultural representation at every touchpoint.
- Serve as the voice of the fan across the organization, ensuring alignment between game-day experience and the Orioles brand promise.
Operational & Staff Leadership
- Oversee game-day operations from the fan’s perspective — signage, ingress/egress, in-seat service, concessions, staff performance, and post-event flow.
- Lead a large hourly and seasonal workforce (ushers, greeters, and fan ambassadors).
- Develop and implement gold-standard service protocols, training programs, and performance and recognition models that instill a culture of hospitality, responsiveness, and pride.
- Manage and optimize third-party partner relationships (e.g., concessionaire, parking operators, janitorial).
Food & Beverage, Concessions & Retail P&L
- Hold P&L ownership for concessions, retail merchandise, and parking.
- Collaborate with the concessionaire partner to drive menu innovation, vendor mix, pricing strategy, local partnerships, and premium hospitality offerings.
- Manage cost efficiency and labor utilization without sacrificing quality or service.
- Partner with Finance on budgeting, revenue forecasting, and operational reporting, ensuring alignment with business goals.
Data & Analytics – Voice of the Consumer
- Lead and collaborate with Strategy & Analytics on the Voice of the Consumer (VoC) program.
- Deploy tools such as NPS, CSAT, in-game surveys, per-capita analysis, spend tracking, sentiment analysis, and real-time complaint resolution to monitor performance.
- Translate insights into data-driven improvements in staffing, operations, and product mix.
- Deliver executive-level dashboards and reports with clear trends, risks, and opportunities for continuous improvement.
Collaboration & League Engagement
- Partner cross-functionally with Marketing, Ticket Sales, Sponsorship, Community Engagement, Baseball Operations, and Ballpark Operations to ensure fan experience alignment with business initiatives.
- Represent the Orioles in league-wide and industry forums focused on innovation and guest experience best practices.
- Serve as a brand ambassador for Camden Yards as a premier ballpark not only in MLB, but across live entertainment globally.
Qualifications:
- 10+ years senior leadership experience in fan experience, live event/venue operations, food & beverage, theme parks, luxury hospitality, and/or sports/entertainment industries.
- At least 5 years of direct P&L responsibility in high-volume, multi-revenue environments (F&B, merch, parking, or comparable).
- Proven ability to recruit, train, and inspire large, diverse, hourly/frontline teams in fast-paced, high-pressure settings.
- Demonstrated expertise in customer experience leadership, hospitality standards, and service excellence.
- Strong financial acumen, with advanced competency in budgeting, forecasting, and revenue optimization.
- Analytical mindset with fluency in data visualization, VoC, NPS, CSAT, and operational KPIs.
- Exceptional collaboration, communication, and change management skills.
- Bachelor’s degree required; advanced degree in Business, Sports Management, or Hospitality preferred.
- Passion for baseball, Baltimore, and creating unforgettable fan moments.
- Fluency in Spanish (spoken and written) is helpful
DISCLAIMER:
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. The duties listed do not represent an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
EQUAL OPPORTUNITY STATEMENT:
The Baltimore Orioles are an Equal Opportunity Employer. It is the policy of the Baltimore Orioles to ensure equal employment opportunity without discrimination or harassment on the basis of race (including hair textures, afro hairstyles, or protective hairstyles), color, national origin or ancestry, religion or creed, gender or sex (including pregnancy), age, disability, citizenship status, marital status, veteran’s status, genetic predisposition or carrier status, gender identity, sexual orientation, or any other characteristic protected by law.
The anticipated base salary for this role is $165,000 - 185,000 annually plus bonus depending on experience.
The Baltimore Orioles are committed to providing competitive pay and benefits for our employees. The Baltimore Orioles provide generous benefits, including paid vacation, paid holidays, paid sick leave, health insurance (single and family), vision and dental coverage, life insurance, concession/merchandise discounts, free parking and complimentary baseball tickets to home games. 401(k) plan with discretionary employer match available after one year of service and 1,000 hours is also available.
This information is being provided in accordance with the Maryland Equal Pay for Equal Work - Wage Range Transparency law.
Posted: 10/1/2025
