The Tennessee Titans are seeking a Team Member Experience Manager who will lead, inspire, and grow a high-performing Fan Services team that delivers unforgettable game-day and event experiences. The Team Member Experience Manager will lead efforts from recruiting and training to event-day leadership. The ideal candidate will be strategic, collaborative and foster a culture of excellence, engagement, and hospitality that keeps fans coming back to Nissan Stadium.
Responsibilities:
- Oversee and support the Fan Services team, including staffing for special events.
- Serve as primary contact for Fan Services staff during medium-to-large events, clearly communicating roles, expectations, and logistics.
- Prepare and distribute event communications, schedules, and briefings for team members and supervisors.
- Lead event-day check-in, briefings, and deployment of staff.
- Assist with recruiting, interviewing, hiring, and onboarding new team members.
- Lead training sessions to ensure alignment with responsibilities, policies, and guest experience standards.
- Manage distribution and tracking of credentials to ensure compliance with event protocols.
- Develop and deliver training programs focused on customer service, safety, and operational excellence.
- Support team members in resolving guest issues, including service recovery.
- Maintain support materials for event-day staff.
- Assist with payroll processing and attendance verification.
- Track and analyze staffing data, attendance trends, and team feedback to improve operations.
- Collaborate on new stadium initiatives and fan-facing services.
- Create and manage recognition programs (event-based and annual).
- Promote an inclusive, engaging, and positive culture within the Fan Services team.
- Build strong relationships to encourage retention and engagement.
Qualifications:
- Bachelor’s degree in Business, Sport Management, Hospitality, or related field.
- 3–5 years’ experience in guest or customer service; sports or entertainment venue experience preferred.
- Strong communication and public speaking skills, with the ability to engage and influence large groups, both internally and externally.
- Ability to prioritize and execute tasks in fast-paced environments.
- Ability to work collaboratively across departments and external stakeholders.
- Flexibility to work nights, weekends, holidays, and extended hours as required.
NO PHONE CALLS OR EMAILS, PLEASE. Unfortunately, we are unable to update candidates on the status of their applications. Those selected for further consideration will be contacted by someone from the Tennessee Titans.
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, disability, gender identity, marital or veteran status, or any other protected class.
