Supervisor, Fan Experience

Oak View Group
Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.

Position Summary
The
Supervisor, Fan Experience
plays a key leadership role in ensuring the safe, efficient, inclusive, and customer-focused operation of live events at TD Coliseum, including concerts, sporting events, and special performances. This position is responsible for supervising Fan Experience Staff—including ushers, ticket takers, and fan experience representatives—before, during, and after events to ensure a seamless and positive fan experience.

The Supervisor, Fan Experience oversees staffing assignments, enforces venue policies, coordinates with internal departments (such as security, operations, and fan services), and responds to incidents or issues as they arise. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to remain calm under pressure in a fast-paced environment while supporting Management, Event Staff, and fans alike.

This role pays an hourly rate of $19.10 CAD

Benefits for Part-Time roles: Pension matching
This position will remain open until November 14, 2025.
About The Venue
OVG is excited to launch the newly reimagined
TD Coliseum
, a modern venue rooted in the proud history of Hamilton. Hosting world-class concerts, sports, and special events, TD Coliseum will play a key role in the region's cultural and economic landscape. As we enter an exciting new era of growth and reinvention, we are seeking passionate professionals who thrive in fast-paced, high-impact environments.

Responsibilities

• Front-Line: The Supervisor, Fan Experience will act as an extension of the Management team and is the first line of support for Fan Experience Staff and fans during events
• Greeting Fans: Welcoming fans as they arrive at the venue, providing friendly and courteous assistance while supporting Event Staff
• Use of Technology: Comfortable using a ticket scanner, assisting Fan Experience Staff and fans with ticket troubleshooting, problem solving scanner issues & liaising with Box Office Managers
• Ticket Checking: Resolve any ticketing issues with fans, ensuring smooth entry and efficient seating
• Assisting Fans: Provide relevant event information, directions to venue facilities and amenities, and assist fans with special needs or requests; monitor fan conduct and alcohol consumption, support Fan Experience Staff as required
• Crowd Management: Monitor fan flow and seating arrangements to prevent congestion and ensure a safe and orderly environment
• Emergency Response: Be prepared to respond quickly and calmly in case of emergencies, such as evacuations or medical incidents, and assist fans and Fan Experience Staff as needed
• Enforcement of Rules and Policies: Be knowledgeable of and confidently enforce venue policies and regulations to maintain a comfortable and secure atmosphere
• Coordinating with Staff: Collaborate with fellow venue staff, including Management, Fan Experience Staff, security personnel, ticket takers, and concession workers, to ensure smooth operations
• Customer Service: Always provide excellent customer service, address fan inquiries, concerns, and complaints professionally and efficiently
• Adherence to Policies: Adhere to venue policies, procedures, protocol and safety regulations while ensuring Fan Experience Staff are adhering to building safety polices & procedures
• Communication: Be able to provide clear direction to event staff
• Pre/Post Tasks: Complete Fan Experience Staff check-in, distribute uniforms and equipment, attend and support event briefings, communicate event-specific details to Fan Experience Staff in key positions
• Reporting: Complete and track detailed staff/fan incident reports each event and submit to Management for review

Qualifications

• Must be 18 years of age or older
• Must have or be willing to obtain a Smart Serve certification
• Previous experience in customer service is beneficial
• Previous experience managing staff, being a team leader is beneficial
• Outgoing, organized, and self-motivated
• Proven to perform well under pressure; manage multiple priorities simultaneously with a high degree of attention to detail
• Excellent communication, organizational, and interpersonal skills
• A positive, problem-solving attitude, incorporating integrity, confidentiality, and discretion
• Demonstrated ability to support team members
• Able to maintain a calm demeanor in potentially stressful situations and crowded, loud environments
• Must be available to work a variety of shifts; weekdays, evenings, weekends, and holidays as the need arises, including longer shifts on event days
• May occasionally be asked to work outdoors
• Ability to stand for long periods of time, walk up and down stairs, comfortable working in low light, with large crowds, and at heights
• Staff communications, schedules, and payroll systems are managed using software systems, email or cell phones. Staff must have an operational email address and cell phone, with regular access to a computer

Strengthened by our Differences. United to Make a Difference
At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our
people
, improves our
service
, and raises our
excellence
. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.