Director, Fan Experience

About OEG Sports & Entertainment:

OEG Sports & Entertainment 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.

About the Role:

Reporting to the Vice President & General Manager, Rogers Place, this position is responsible for managing and leading the Fan Experience and Security team through all Rogers Place and related events, including all day-to-day functions. The Director, Fan Experience & Security ensures continuity across all brands and products to ensure delivery of the customer expectation.

Your Focus in this Role:

• Leads the Fan Experience and Security team performance prior, during and following events (Oilers, Oil Kings, Live Events, and ICE District).
• Communicates effectively, builds employee relationships, and provides support to all key stakeholders to ensure the achievement of OEG goals and objectives.
• Supports fellow business units through a proactive approach to meet their operational needs.
• Uses professional and life experience to create new ways and build best practices.
• Inspires and develops team members to enhance their strategic thinking, align their actions with the vision, and promote our values and behavioural standards.
• Optimizes expenditures through operating budgets monitoring including daily follow up, annual forecast and analysis of labour costs.
• Identifies and promotes annually new projects to support our goals (quantitative and qualitative).
• Oversees the Fan Experience and Security team through all phases of the employee journey from recruitment through to onboarding, training, performance management, retention, and recognition.
• Leads the day-to-day performance objectives for direct reports, including check-ins for key priorities, timelines, and deliveries.
• Works directly with internal and external stakeholders on all aspects of the Fan experience and service recovery to maintain satisfaction to all ticketed customers.
• Leads the development and continuous improvement of Fan experience and security team, aligned with the OEG CX Signature Program, our policies, and procedures.
• Acts as the liaison for NHL Security and any security needs, from event planning to all our different brands' operations inside Rogers Place or in the ICE District.
• Develops and maintains relationships with COE regulatory agencies (EFRS, EPS, EMS) and leads the development of communication and standard operating procedures to ensure full alignment.
• Carries out supervisory responsibilities as required during events including Manager on Duty and Incident Commander.
• Supports planning and management of security systems throughout Rogers Place and ICE District.

Who You Are:

• You're a positive person with a customer-centric focus
• You're a self-starter that is excited by autonomy and has a relentless drive to exceed expectations
• You're open-minded and don't mind adjusting on the fly
• You believe in a team-first mentality and you thrive in a collaborative, egoless environment
• You're organized, have a keen eye for detail, and incredible time management skills
• You have a talent for building great working relationships at all levels within an organization

Education, Experience and Skills:

• Minimum 7 years managing people with diverse roles and responsibilities, in sports and entertainment an asset.
• Bachelor's degree in a related field.
• Proven knowledge in strategic planning, and operations of large groups of employees.
• Effective supervisory and management experience, focused on performance development, leadership, and retention.
• Ability to work with a dynamic group of individuals in many different departments and prioritize tasks
• Customer-centric approach with a dedication to leading and delivering internal and external positive experiences and collaborations.
• Strong organizational skills, resourceful and proven ability to handle multiple projects simultaneously.
• Requires strong interpersonal skills
• Possess a high level of accuracy and attention to detail
• Advocate of OEG's values (Genuine, Great, Entrepreneurial, Inclusive, Passionate and Teamwork).
• Inspiring and credible leader.
• Creative, resourceful, impactful communication skills
• Experience in management of multi-million-dollar annual operating budgets
• Must be able to work a business hours and event-based schedule which includes evenings, weekends, and statutory holidays.
• Current Security Services and Investigator's Act (SSIA) License.
• Proficiency in Microsoft Office: Word, Excel, Outlook, OneNote, Publisher, and PowerPoint

What's in it for you?

• 100% Employer Paid Benefits + RSP Matching Program
• Oilers, Oil Kings, and Live Entertainment Ticket Options
• Healthcare and Lifestyle Spending Account Options
• On-Site Parking and Transit Allowance
• On-Site Gym
• Beautiful Office Space located Downtown Edmonton within Rogers Place – with easy access to the LRT
• Social Work Culture + Employee Events

Next Steps:

Thank you for your interest in joining our team Those moving forward in the process will be contacted by a member of our team.

Stay in Touch

Official Edmonton Oilers Website |

ExperiencePreferred

• 5 year(s): 5