Manager, Fan Experience

Oilers Entertainment Group (OEG) delivers North America’s leading sports and entertainment experiences to connect our fans to their passions. Located in the heart of the ICE District, OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, and the AHL’s Bakersfield Condors. OEG operates Rogers Place, North America’s premier and most technologically advanced sports and entertainment venue. The 18,647 seat, $480 million arena is among the most technologically enabled sports facilities in North America as well as the first LEED Silver-certified NHL Facility in Canada.

Our vision is to be a Global Leader in Sports & Entertainment. Together, we inspire our fans by connecting them to their passions, which is ours as well We play hard as a team, and with devoted integrity towards our common purpose. We have commitments to innovation and growth, combined with performance excellence that ensures a fair return on investment. We develop our people to be leaders in our industry, and we invest in our communities. Through our world class talent, we strive to WIN. On and Off the Ice.

**Manager, Fan Experience**

As a key actor in promoting our customer-centric culture, the role of Manager, Fan Experience is to proactively identify creative ways to motivate, mobilize and influence their team to strive in a performance driven environment. To engage in concrete actions to deliver our objectives in a cohesive and consistent manner by providing guidance, assessing results, recognizing successes and addressing challenges in a constructive way.

**Your Core Accountabilities**
- Lead and develop our Fan Experience and Security team, including supervisors and part-time staff, to deliver our Signature approach standards
- Oversee Fan Experience team member’s journey at Rogers Place, including identifying recruitment needs, training needs, onboarding, performance management, scheduling, and payroll.
- Budget management
- On-going effective communication to team members
- Promote employee and customer satisfaction by continuously taking the pulse on our successes and challenges
- Embody a positive and performance recognition driven work culture
- Identify proper reporting and measuring needs
- Optimize the usage of event reports by rapidly adjusting our operation to enhance overall satisfaction
- Ensure efficient event coverage with Leadership team

**Who You Are**
- You have a fan-first mindset and a passion for service excellence.
- Thinking outside the box is your go-to and you tackle problem-solving with creativity.
- You have an ability to think under pressure in a fast-paced live environment.
- Leading teams of staff members is your forte.
- You are a trusted player and excel in a collaborative team environment.
- You are flexible and able to work longer, unpredictable event hours.

**Education & Experience**
- Bachelor’s degree in management or related fields
- A minimum of 3 years front of house managing team, in sports and entertainment an asset.
- Strong oral and written communication skills
- Rigorous approach and ability to translate objectives into actions
- Strong ability to manage and positively influence others
- Experience with ABI scheduling is considered an asset.
- Experience managing customer satisfaction
- Ability to work flexible hours (day, evenings, weekends)

**What’s In It for You?**
- 100% Employer-paid Health Benefit Plans
- Healthcare and Lifestyle Spending Account Options
- RSP Matching Program
- Flexibility & hybrid work model
- Oilers, Oil Kings, and Live Entertainment ticket allowances
- On-Site secured parking and/or transit allowance
- On-Site gym
- Beautiful office space located in Rogers Place - with easy access to the LRT
- Social team culture + employee events

**Next Steps**

Thank you for your interest in joining our team Those moving forward with interviews will be contacted by a member of our hiring team. Our organization is committed to being fully vaccinated against COVID-19. The successful applicant will be comfortable in providing proof of their full COVID-19 vaccination.

**Experience**: Preferred
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