Guest Experience Lead – Live Events & Inclusion

Portland Trail Blazers @ the Rose Quarter; Portland (OR); On-site; USD 70,000 - 76,000; Full time

Benefits offered by this job

Competitive Healthcare Coverage

Retirement Plan

Paid Maternal & Parental Leave

Flexible Time Off

Wellness Perks

Tuition Reimbursement

Free Parking + Discounted Mass Transit

Discounted & Complimentary Tickets

Ongoing Learning & Development

Job summary

The Portland Trail Blazers @ the Rose Quarter are seeking a Guest Experience Manager to lead our front-of-house team across events from home games to concerts. You’ll design schedules, coach staff, and ensure every guest interaction reflects our high standards of service.

You’ll handle guest feedback, collaborate with the Events Department, and foster a diverse, inclusive environment while adapting to a dynamic live-entertainment calendar.

Qualifications

• Customer service experience, preferably in guest experience.
• Excellent communication with diverse guests and staff.
• Strong leadership experience in developing and motivating teams.
• Understanding of customer service principles and creating memorable guest experiences.

Responsibilities

• Energize the Guest Experience team with a positive environment and foster cohesion.
• Design and oversee monthly schedules for events with proper staffing levels.
• Offer coaching, training, and feedback to help team members thrive.
• Lead by example to reinforce service values and guest interactions.
• Handle guest concerns via phone and email and use feedback for improvement.
• Coordinate with Events Department for staffing and seamless event integration.
• Contribute to a diverse, inclusive environment and support team members.

Skills

Customer service

Communication

Leadership

Problem-solving

Diversity & inclusion

Live entertainment passion

Adaptability

Guest experience focus

Team motivation

Education

Bachelor's degree in a relevant field

Tools

ABI Mastermind Time and Attendance System

Job description

The Portland Trail Blazers @ the Rose Quarter are seeking a Guest Experience Manager to lead our front-of-house team across events from home games to concerts. You’ll design schedules, coach staff, and ensure every guest interaction reflects our high standards of service.

You’ll handle guest feedback, collaborate with the Events Department, and foster a diverse, inclusive environment while adapting to a dynamic live-entertainment calendar.