Director, Arena Training & Team Member Development

Monumental Sports & Entertainment - Director

Washington · DC

day ago

In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

You will provide first-class customer service and value for our fans.
You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
You will innovate. We are nimble and first to market. We are not averse to risk.
You will have fun. We are in the business of happiness.

Position Overview:

The Director, Arena Training & Team Member Development is responsible for leading and elevating the training experience for all event-based, part-time staff at Capital One Arena. This position will focus on designing and implementing innovative training programs across key venue departments including Guest Experience, Guest Services, Suite Services, Security, F&B, Facilities, Merchandise, Operations, and contributing third party contractors to ensure a consistent, world-class guest experience at every event.

Do you thrive in fast-paced environments, enjoy mentoring, empowering teams, and have a passion for service, hospitality, and building high-performing teams? Apply today! We'd love to hear from you!

Responsibilities:

Design, lead, and implement comprehensive in-person and virtual training programs for part-time, event-based team members across all arena departments.
Work alongside department leaders to identify training needs, define performance standards, and align initiatives with operational goals.
Coordinate with the Director, Guest Experience and Director, Hospitality to ensure we are carrying out this mission in line with our CREATE standards.
Deliver engaging, interactive onboarding, service, safety, and compliance training for new and returning team members.
Develop and oversee in-season refresher training, pre-event huddles, and service excellence workshops.
Maintain and continue to develop new content on SkyPrep LMS platform for continual training.
Lead the commitment to our service standards rooted in hospitality, professionalism, and fan engagement.
Work with the Employee Experience team to ensure we recognize our best performing team members and actively engage all staff.
Partner with People and Culture and Arena department heads to drive employee engagement, retention strategies, and career development opportunities.
Evaluate training effectiveness through team member feedback, assessments, and operational performance metrics.
Stay ahead of industry trends in guest service, training technology, and venue operations.
Ensure all training meets safety and regulatory requirements (e.g., alcohol service, emergency response, ADA).
Other duties as assigned.

Minimum Qualifications

Bachelor’s degree in Human Resources, Education, Hospitality, Sports Management preferred, or relevant work experience.
7+ years of experience in training and development, preferably in sports, live events, entertainment, or hospitality industries.
Proven success in leading training for part-time, hourly, or seasonal staff in a high-volume environment.
Outstanding facilitation and presentation skills with the ability to inspire and engage large groups.
Strong content development skills with hands-on experience using e-learning tools and LMS platforms.
Excellent collaboration, communication, and organizational skills.
Ability to work flexible hours, including evenings, weekends, and holidays as needed.

Pay Range: $110k - 120k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Apply Now