Manager, Fan Experience

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.

Manager, Fan Experience & Security

The Manager, Fan Experience & Security is responsible for delivering a safe, welcoming, and memorable experience for all fans, staff, and stakeholders attending events at the arena.

This role oversees event-time guest services and security operations, ensuring that all front-line staff embody a fan-first service culture while maintaining the highest standards of safety, security, and compliance with NHL, league, and regulatory requirements.

The Manager is comfortable leading, mentoring and coaching team members and embodies a customer-centric mindset.

Your Focus in this Role:

Fan / Guest Experience

• Lead the development and delivery of a best-in-class fan experience for all arena events (NHL games, concerts, family shows, special events).
• Set service standards, KPIs, and performance expectations for guest experience teams (ushers, ticket takers, guest services, premium entry staff, etc.).
• Implement guest-service training focused on hospitality, accessibility, conflict de-escalation, inclusivity, and arena/A-Z information, including the Signature CX program.
• Monitor fan feedback channels (surveys, incident reports, email/social media escalations) and action trends to continuously improve service.
• Partner with Marketing, Game Presentation, and Ticketing to support theme nights, fan activations, and special promotions on the concourse and at entry points.

Security & Safety Operations

• Oversee event security operations including entry screening, bag checks, credential control, access management, and back-of-house security posts.
• Coordinate with contracted security providers and public agencies (police, fire, EMS, transit, etc.) to ensure appropriate staffing levels and deployment plans for each event.
• Ensure compliance with NHL security guidelines and league best practices for team, official, and fan safety.
• Lead incident response for guest-facing issues (ejections, disorderly conduct, medical incidents, lost children, missing persons, property damage), ensuring accurate documentation and follow-up.
• Maintain and regularly review arena security plans, standard operating procedures, post orders, and emergency action plans in collaboration with building operations, health & safety, and risk management.

Event Planning & Execution

• Participate in pre-event planning meetings and debriefs; provide security and fan-experience input on event manifests, crowd-flow strategies, barricade layouts, and staffing plans.
• Prepare event-specific deployment plans for fan experience and security teams, including staffing counts, positions, and responsibilities.
• Serve as Manager on Duty (as assigned) for selected events, acting as a primary liaison between game operations, building operations, security, and external partners.
• Support operations by serving as Incident Commander for selected events.
• Support implementation of new technologies impacting fan experience and security (e.g., frictionless entry, magnetometers, walk-through screening, mobile ticketing, body-worn cameras, incident-management software).

People Leadership

• In conjunction with the Assistant Manager, Fan Experience & Security, recruit, train, schedule, and manage a team of part-time Supervisors and front-line staff in guest experience and security roles.
• Provide ongoing coaching and performance feedback; recognize excellence and address performance issues promptly and fairly.
• Foster a positive, inclusive, and high-accountability culture that emphasizes teamwork, communication, and fan-first thinking.
• Support workforce planning, retention strategies, and succession planning for key supervisory roles.

Compliance, Reporting & Administration

• Ensure operations comply with all applicable laws, regulations, and standards (e.g., liquor & cannabis regulations, occupational health & safety, accessibility codes, privacy expectations).
• Oversee preparation and maintenance of event reports, incident logs, ejection reports, guest feedback summaries, and post-event debrief notes.
• Track and report on departmental KPIs such as incident volume and type, response/resolution times, guest-satisfaction scores, and staff retention.
• Assist in developing and managing the operating budget for fan experience and security, including labour, training, equipment, and technology.

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:

• Bachelor's degree in a related field or a combination of other education and experience.
• 5-7 years management experience in a large public assembly facility; preferably with sports and entertainment.
• You currently hold or are willing to obtain a Valid Alberta Security License.
• Proven knowledge & experience in performance management and tactical planning for major events.
• Effective supervisory and management experience, focused on performance development, leadership, and retention.
• Exemplary organizational skills, resourceful and proven ability to handle multiple projects simultaneously.
• Proficiency in Microsoft Office: Word, Excel, Outlook, OneNote, Publisher, and PowerPoint.
• Highly visible leader with a proven track record to successfully lead a multi-service team.
• Must be able to work a business hour and event-based schedule which includes evenings, weekends and holidays.
• Experience with the Incident Command System (ICS) is considered an asset.
• Experience with ABI MasterMind is considered an asset.
• Experience with CCURE, Victor, Genetec and Omnigo operating systems is considered an asset.
• Experience with Microsoft Dynamics CRM is considered an asset.

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 |

Preferred

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