COMPANY BACKGROUND

Founded in 1959, the Buffalo Bills are one of the most storied franchises in the National Football League (NFL). The Bills have consecutively participated in the postseason for the last seven year, as well as won two American Football League (AFL) Championships (1964-1965), and an NFL record four straight AFC Championships (1990-1993) that included four trips to the Super Bowl. Located in Orchard Park, New York, the Bills are proud to be a member of the Western New York Community for more than 55 years.

Terry and Kim Pegula purchased the Buffalo Bills in 2014 and are only the second owners in the team’s history.  Terry Pegula rose from humble beginnings to become one of the most respected leaders in the energy industry, and the Pegulas are one of the few professional sports owners to operate franchises in multiple sports, also owning the Buffalo Sabres (NHL), Buffalo Bandits (NLL) and Rochester Americans (AHL).

The Buffalo Bills are building a new stadium which will open in 2026, and are excited to be building the future while fostering a championship culture. Our HEART values, hard work, energy, accountability, respect, and team, are at the forefront of everything we do for our fans, community, employees, and team.

JOB SUMMARY

The Coordinator of Guest Experience, reporting to the Manager of Guest Experience, will provide overall support to the Guest Experience team.  Inclusive in the responsibilities for the position are items to support the department’s overall objectives relative to event days, credentialing and access control, training program development & execution, event set-up and breakdown, as well as some administrative responsibilities for the department. The primary goal of this position is to provide support to the department and NFL’s evolving mission related to game day credentialing and Team Member training and preparation.

PRIMARY DUTIES AND RESPONSIBILITIES

• Training
  1. Assist in the development and delivery of annual Guest Experience training program to Bills Guest Experience staff and team partners
  2. Assist in the development and delivery of weekly Guest Experience training programs through SkyPrep online learning platform
  3. Identify relevant training topics through research and direct feedback from Team Members
  4. Track training completion for Guest Experience Team Members to help establish year-over-year training goals

• Operational Support
  1. Assist in the development of Standard Operating Procedure (SOP) and Best Practices for Buffalo Bills credentialing and access control, including both daily (campus) and game day credentials.
  2. Develop training materials specific to Accredit software program to assist RO managers with Accredit system
  3. Manage access, approve and print Bills Game Day credentials. Serve as main point of contact for Employee & Media Will Call on event days
  4. Maintain and update related printed materials including but not limited to Team Member Handbook, Stadium Maps, Stadium Guide, ADA Guide & Credential Information Card
  5. Assist in the oversight of department inventory, including uniforms, ticket & credential pedestals, radios, iPhones & iPads and other Team Member resources
  6. Manage Lost & Found inventory & communication with fans. Train Team Members on policies & procedures.

• Events
  1. Act as Manager on Duty for assigned events; assist with other events as needed including concerts and Bills Training Camp
  2. Supervise Team Members while effectively communicating required event information & training.
  3. Develop, maintain and execute pre-event checklist prior to major events, ensuring all Guest Experience spaces within Highmark Stadium are prepared for each event
  4. Other duties as assigned

EDUCATION/EXPERIENCE/SKILLS/REQUIREMENTS

• Bachelor’s degree in Business, Sports Administration, or related program
• 1-3 years of experience in a guest experience, operations, or related role preferably in a sport or entertainment venue
• Prior experience in credentialing and access control is preferred, including familiarity with software platforms such as ABI, Accredit, Wicket and 24/7.
• Must be able to multitask and prioritize events and tasks while working in a fast-paced environment
• Individual must be able to problem-solve and provide solutions for guests and Team Members
• Organization and time management skills are a must
• Candidates must have excellent written and oral communication skills.  Experience speaking in front of large crowds is preferred
• Ability to develop and maintain strong relationships with team partners and part-time staff

PHYSICAL REQUIREMENTS

• Ability to maneuver up and down stairs, through seating areas in and around the stadium, and lift up to 50 pounds
• Must be able to stand and/or walk for up to 4 hours at a time on game/event days, in all weather conditions 

COMPENSATION

This role is non exempt with an annualized salary between $45,000 - $55,000. 

•  Medical Plans: Comprehensive and affordable medical plan options; fully paid dental, short and long-term disability, and life insurance; supplemental vision care and critical illness coverage.
• Investments: 401(K) with employer matching; discretionary annual employer defined contribution
• Paid Time Off: Generous paid time off including vacation, sick, holidays, volunteer time, diversity awareness days, paid parental leave
• Bills Experience: deeply discounted employee season tickets and paid parking; discount on team store merchandise
• Wellness: onsite fitness facilities and employee cafeteria
• Bills Culture: we offer many social and community volunteer events as well as learning and development growth opportunities

COMPENSATION: 

• The role is non-exempt and the anticipated annualized salary range is between $45,000 - $55,000 . Salary will be based on the level role offered in accordance with candidate’s experience, qualifications and internal team equity.

The Buffalo Bills, LLC are proud to be an Equal Opportunity Employer and do not discriminate based upon race, color, religion, gender, national origin, sexual orientation, gender identity, gender expression, age, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.