Director, Fan Experience & Security

OEG Inc.

Edmonton

On-site

CAD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

100% employer-paid benefits

Tickets to events

On-site gym

Social work culture

Healthcare spending account options

Job summary

A major sports and entertainment organization in Edmonton is seeking a Director, Fan Experience & Security to lead the team ensuring continuity across events and enhancing customer satisfaction. The ideal candidate has extensive experience in managing people and proven operational expertise in a fast-paced environment. This role offers a competitive compensation package and the opportunity to contribute to a vibrant community environment.

Qualifications

Minimum 7 years managing people with diverse roles, preferably in sports and entertainment.
Effective supervisory and management experience focused on performance development, leadership, and retention.
Availability for business hours and event‑based schedule, including evenings, weekends, and statutory holidays.

Responsibilities

Lead the Fan Experience and Security team performance before, during, and after events.
Optimize expenditures through operating budgets and labor cost analysis.
Develop and maintain relationships with regulatory agencies for compliance.

Skills

Customer-centric focus

Organizational skills

Interpersonal skills

Leadership

Strategic planning

Education

Bachelor’s degree in a related field

Tools

Microsoft Office

Job description

Join to apply for the Director, Fan Experience & Security role at OEG Inc.

OEG Sports & Entertainment delivers North America’s leading sports and entertainment experiences, connecting 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—a 18,647‑seat, $480 million arena and 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, playing hard as a team, and acting with integrity toward our common purpose. We are committed to innovation, growth, and performance excellence, ensuring a fair return on investment, developing leaders, and investing in our communities. Our world‑class talent strives to WIN. ON and OFF the ICE.

About the Role

Reporting to the Vice President & General Manager, Rogers Place, the Director, Fan Experience & Security manages and leads the Fan Experience and Security team through all Rogers Place and related events, ensuring continuity across all brands and products and delivering on customer expectations.

Your Focus in this Role

Lead the Fan Experience and Security team performance before, during, and after events (Oilers, Oil Kings, Live Events, and the ICE District).
Communicate effectively, build employee relationships, and support key stakeholders to achieve OEG goals and objectives.
Proactively support fellow business units to meet operational needs.
Create new ways and build best practices using professional and life experience.
Inspire and develop team members to enhance strategic thinking, align actions with the vision, and promote values and behavioral standards.
Optimize expenditures through operating budgets, monitoring daily follow‑up, annual forecasting, and labor cost analysis.
Initiate and promote annual projects to support quantitative and qualitative goals.
Oversee the Fan Experience and Security team throughout the employee journey—from recruitment to onboarding, training, performance management, retention, and recognition.
Set day‑to‑day performance objectives for direct reports, including key priorities, timelines, and deliverables.
Work with internal and external stakeholders on fan experience and service recovery to maintain satisfaction for all ticketed customers.
Lead the development and continuous improvement of the Fan Experience and Security team, aligned with the OEG CX Signature Program, policies, and procedures.
Act as liaison for NHL Security and any security needs, from event planning to all brand operations inside Rogers Place or in the ICE District.
Develop and maintain relationships with COE regulatory agencies (EFRS, EPS, EMS) and lead communication and standard operating procedures to ensure full alignment.
Carry out supervisory responsibilities during events, including Manager on Duty and Incident Commander.
Support the planning and management of security systems throughout Rogers Place and ICE District.

Who You Are

Positive, customer‑centric focus.
Self‑starter excited by autonomy with a relentless drive to exceed expectations.
Open‑minded and adaptable.
Team‑first mentality thriving in a collaborative, egoless environment.
Organized with keen eye for detail and excellent time‑management skills.
Skilled at building great working relationships at all organizational levels.

Education, Experience and Skills

Minimum 7 years managing people with diverse roles, preferably in sports and entertainment.
Bachelor’s degree in a related field.
Proven knowledge of strategic planning and operations for large employee groups.
Effective supervisory and management experience focused on performance development, leadership, and retention.
Ability to work with dynamic cross‑departmental teams and prioritize tasks.
Customer‑centric approach with dedication to delivering internal and external positive experiences and collaborations.
Strong organizational skills and proven ability to handle multiple projects simultaneously.
Excellent interpersonal skills.
High level of accuracy and attention to detail.
Advocate of OEG’s values—Genuine, Great, Entrepreneurial, Inclusive, Passionate, and Teamwork.
Inspiring and credible leader.
Experience managing multi‑million‑dollar annual operating budgets.
Availability for business hours and event‑based schedule, including evenings, weekends, and statutory holidays.
Current Security Services and Investigator’s Act (SSIA) License.
Proficiency in Microsoft Office (Word, Excel, Outlook, OneNote, Publisher, PowerPoint).

What’s in it for you?