At Pacers Sports & Entertainment (PS&E), we are dedicated to delivering best-in-class sports and entertainment experiences while making a positive impact on our community. As the home of the Indiana Pacers, Indiana Fever, Noblesville Boom, Pacers Foundation, Gainbridge Fieldhouse, and the WNBA 2025 All Star Weekend, we strive to exemplify our core values of Respect, Teamwork, Trust, Passion, and Excellence in everything we do. Our mission is to create memorable moments for our fans and foster a culture of inclusivity and excellence both on and off the court. Our purpose is Winning, Serving, and Entertaining.
SUMMARY
The Guest Experience Manager is someone who has a passion for delivering a world-class guest experience, a true desire to interact with people from all backgrounds and is both a collaborative teammate as well as an inspirational leader. This position is responsible for supporting the lifecycle of employment and staff operations needs for the Guest Experience Team. This manager will work events and a varied work schedule including evenings and weekends.
ESSENTIAL DUTIES / RESPONSIBILITIES
- Lead to inspire change and build a strong team and guest experience culture company wide.
- Manage the Guest Experience Coordinator position, including scheduling and training.
- Assist Senior Guest Experience Manager with the management of part-time Guest Experience team members, including Ushers and Guest Services staff.
- Foster an environment of high morale, high performance, high employee retention, and dedication to Pacers Sports & Entertainment (PSE) core values.
- Assist Senior Guest Experience Manager with recruiting, hiring, training, and maintaining best-in-class part-time Guest Experience employees.
- Lead scheduling operations for Guest Experience team. This includes creating a monthly event calendar, deployment of staff for events, sourcing staffing for ancillary events, responding to team member inquiries regarding event information, and follow-up staff communication.
- Schedule Event Setup team for deployment of department equipment.
- Must accurately maintain time and attendance records as well as generate reports as needed for events to include payroll, labor reports, incident reports, and any other administrative duties related to assigned events.
- Maintain department equipment and inventory (i.e. uniforms, radios, ticket scanners, etc.) and communicate supply needs to Senior Director, Guest Experience for procurement.
- Plan and manage guest resolution and enhancement tactics including Pre-Game Viewing.
- Oversee all guest information that is available at each Guest Services Desk as well as all guest information on the Gainbridge Fieldhouse website (i.e. – A-Z Guide).
- Along with, and supporting the Senior Guest Experience Manager, build, develop, analyze and implement operational budgets and capital expense budgets for the Guest Experience department.
- Work with the Senior Guest Experience Manager to develop and deliver department relevant training curriculum for Guest Experience department.
- Act as the Manager on Duty during assigned events where you will coordinate event day operations, working closely with the Event Coordinator, as well as partners, ensuring needs are fulfilled and the Guest Experience department is event-day ready.
- Address all guest concerns during and after each event while upholding the highest standard of guest service.
- Monitor and respond to guest correspondence that is directed to Guest Services email inbox. Ensure all communication is received in a timely manner and that all responses adhere to the Elevate Service Standards. Disperse emails to the proper departments as necessary.
- Research and identify new methods of improving the guest experience to ensure PSE is leading the NBA with highly satisfied guest experience ratings.
- Establish highly effective working partnerships with all employees at PSE as well as any third-party vendors that manage security, food & beverage, parking, etc.
- Participate in all meetings to facilitate duties of position/support other departments.
- Assist with emergency response, being fully aware of PSE emergency procedures.
- Understand NBA/WNBA/G-League security directives and mandates and assist in ensuring PSE’s compliance during NBA/WNBA/G-League events.
- Have a full and complete understanding of the technology required to perform duties. Constantly learn and recommend new ways for technology to increase the effectiveness and efficiency of work.
- Participate in training and continuing education and attend professional conferences as needed to remain current with needs of position.
- Must have the flexibility to work evenings, weekends, and holidays.
- Attend First Aid training and CPR training provided by the company.
- In every position, each employee is expected to align with PS&E's mission and core values along with actively participating in company-sponsored community outreach programs.
- Other duties as assigned.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
This position must have experience developing, collaborating, communicating, managing, and leading transformative customer focused/culture changing initiatives within organization.
2+ years of customer service experience, supervisor experience preferred
2+ years of arena/event management or similar roles preferred
AVAILABILITY REQUIREMENTS:
Employee must be able to work a flexible schedule including events which occur on nights/weekends and some holidays. Some travel may be required. Ability to attend and assist with events both on and offsite.
COMPUTER SKILLS:
Knowledge of the Microsoft Office suite (Word, Excel, Outlook, Teams, etc.) and general data entry. Ability to learn new systems and adapt to new technology.
REASONING ABILITY:
Ability to define problems; open-mindedly collect data; establish facts and draw valid conclusions. Ability to interpret directions and diagrams and then translate this information to leaders, peers, and team members.
PROBLEM SOLVING REQUIREMENTS:
Employee must deal with various internal and external constituents to solve problems and deliver projects on time with accuracy, integrity and with outstanding customer service.
PHYSICAL AND ENVIRONMENTAL DEMANDS
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in the Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.
While performing the duties of this job the employee is regularly required to:
- Sit
- Stand
- Walk
- Reach
- Lift
- Be exposed to loud noises
- Use a computer
- Use the telephone
- Use radio
- Speak, hear, read and write
- Multi-task
- Present with poise, influence and professionalism
- Visually interpret physical surroundings
- Interpret crowd dynamics
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.
