Manager, Fan and Team Member Experience

LA Clippers; Inglewood (CA); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental and Vision plans

401(k) plan with company contribution

Wellbeing Allowance of up to $1,000

Paid vacation and sick time

Paid parental leave

Flexible Spending Accounts

Long Term Disability insurance

Life and AD&D Insurance

Voluntary Life Insurance options

Employee Assistance Program

Mind health support via Modern Health

Job summary

The LA Clippers and Intuit Dome are seeking a Fan and Team Member Experience Manager to design, plan and implement service programs for fans, season ticket members and arena staff.

Based in Inglewood, CA, you will lead 450+ team members, coordinate with departments and partners, and ensure a seamless, tech-forward fan journey during concerts, NBA games and events.

Qualifications

• Three years direct industry experience in Guest Services/customer service-related field.
• Demonstrates the ability to design and deliver training materials, including onboarding guides, SOPs, and scenario-based learning modules.
• Technologically proficient; comfortable navigating software platforms, CRM systems, mobile apps, and event-day operational tools.
• Experience using phone tree systems and CRM platforms to monitor and manage fan communications.
• Supervisory and management experience with an event-based work force.
• Possess a thorough knowledge of sports & entertainment venue event planning and related activities.
• Knowledge of current standards and best practices in assisting fans with disabilities.
• Experience using ABI for timekeeping, scheduling and payroll.
• Excellent organizational, project management, and time management skills.
• Strong communication, presentation, and interpersonal skills.
• Knowledge of public assembly facility management.
• Experience with budgeting and creating event staffing estimates.
• Ability to adapt to change and handle multiple projects simultaneously.
• Demonstrated leadership and team management abilities.
• Knowledge of relevant legal and compliance regulations.
• Ability to resolve fan concerns expeditiously and independently.

Responsibilities

• Oversees and supports all event day technology operational roles, including ticket greeting, ticket redemption, operating digital systems, providing app support, access control, and directional support.
• Equips all Fan Experience team members with uniform, equipment, tools and knowledge needed to assist fans with digital solutions.
• Demonstrates advanced technical troubleshooting abilities, including diagnosing issues with software platforms, event-day systems, and digital tools.
• Manages fan communications via phone tree systems and CRM platforms, ensuring timely and empathetic responses.
• Leads event-based Fan Experience staff of 450+ to expedite entry and minimize distractions for fans.
• Conducts observations and analyzes fan experiences; manages surveys, secret shoppers, and focus groups.
• Resolves fan and season ticket member complaints with high level problem solving.
• Manages budgets, staffing levels, and department policies and procedures.
• Manages programs for accommodation of fans and employees with disabilities or special needs.
• Tracks and manages the lost and found program.
• Manages Fan Experience hiring events, onboarding, scheduling and payroll.
• Manages Rewards and Recognition program for in-house staff and partners.
• Manages team member entrance and breakroom processes, including access control and nametags.

Skills

Guest services

Training design

CRM systems

Staff supervision

Event operations

Communication skills

Project management

Budgeting

Accessibility support

Tools

ABI timekeeping

Job description

Do you want to help reinvent the fan and employee experience? If so, you might be a great match to manage the efforts to build our Fan and Team Member Experience program at Intuit Dome and KIA Forum.

We are seeking an experienced and service minded Fan and Team Member Experience Manager who is adept at designing, planning and implementing customer service programs and best practices. This position will focus heavily on the entire fan and employee experience, incorporating new technology into a seamless experience for fans, season ticket members, and all arena team members. This role will lead 450+ fan experience team members and work closely with all departments and service partners on the team member experience.

This is a full-time role based in Inglewood, CA and is eligible for our competitive benefit offering including medical, dental, vision, 401(k) plan with company contribution, Well-Being Allowance, and more. Due to the nature of this industry, you must be available to work a flexible schedule including weeknights, weekends, and holidays to cover high profile concerts and NBA games.

What You Will Do

• Oversees and supports all event day technology operational roles, including ticket greeting, ticket redemption, operating digital systems, providing app support, access control, and directional support, ensuring staff are trained on the operational functionality of all applicable hardware and software systems with a focus on efficiency, accuracy and user support to enhance the fans journey.
• Equips all Fan Experience team members with uniform, equipment, tools and knowledge needed to confidently assist all fans with digital solutions, app navigation, account trouble shooting and general inquiries - fostering a tech-forward and fan-centric service culture.
• Demonstrates advanced technical troubleshooting abilities, including diagnosing issues with the software platforms, event-day systems, and digital tools used in fan operations and communication workflows.
• Utilizes and manages phone tree systems and CRM platforms to monitor fan communications, ensuring timely, accurate, and empathetic responses that align with organizational standards. Analyzes communication data to identify trends, improve response protocols, and enhance training strategies.
• Leads event-based Fan Experience staff consisting of 450+ team members to help expedite entry and ensure that fans can connect to the event with minimal distraction.
• Conducts ongoing observations and analysis of fan experiences. Manages survey platforms, secret shoppers, focus groups, and review fan touchpoints to drive improvements throughout the company.
• Resolves fan and season ticket member complaints using high level problem-solving skills.
• Manages budgets, staffing levels, and departmental policies and procedures.
• Manages programs for accommodation of fans and employees with disabilities or special needs, including infant care and sensory rooms.
• Tracks, manages and executes the lost and found program.
• Manage Fan Experience hiring events, team member onboarding, communications, scheduling and payroll.
• Manage the Rewards and Recognition Program for all in-house team members and service partners.
• Manages the team member entrance and breakroom processes, which includes access control, timekeeping, nametag distribution, and team member surprises and delights.
• Performs other fan and team member experience department tasks as assigned.

Your Background, Skills, And Qualification

• Three years direct industry experience in Guest Services/customer service-related field.
• Demonstrates the ability to design and deliver training materials, including onboarding guides, SOPs, and scenario-based learning modules.
• Technologically proficient; comfortable navigating software platforms, CRM systems, mobile apps, and event-day operational tools.
• Experience using phone tree systems and CRM platforms to monitor and manage fan communications, ensuring timely and accurate responses.
• Supervisory and management experience with an event-based work force.
• Possess a thorough knowledge of sports & entertainment venue event planning and related activities.
• Knowledge of current standards and best practices in assisting fans with disabilities.
• Experience using ABI for timekeeping, scheduling and payroll.
• Excellent organizational, project management, and time management skills.
• Strong communication, presentation, and interpersonal skills.
• Knowledge of public assembly facility management.
• Experience with budgeting and creating event staffing estimates.
• Ability to adapt to change and handle multiple projects simultaneously.
• Demonstrated leadership and team management abilities.
• Knowledge of relevant legal and compliance regulations.
• Ability to resolve fan concerns expeditiously and independently.

LA Clippers’ OR Intuit Dome’s Approach to Technology & Innovation

At the LA Clippers OR Intuit Dome, curiosity and innovation go hand in hand. We seek forward-thinking individuals who embrace emerging technologies and actively leverage AI tools to work smarter, unlock creativity, and elevate the fan and business experience.

About Intuit Dome:

Opened in August 2024, Intuit Dome is the new home of the LA Clippers and will host hundreds of sporting events and concerts each year. Located in Inglewood, Calif., Intuit Dome is built different -- it redefines fans’ expectations for live experiences and change the music landscape in Los Angeles.

Host of the 2026 NBA All-Star game and Olympic Basketball in 2028, Intuit Dome is over 1 million square feet and features our team training center, business operations offices, five full-sized basketball courts, an 80,000 square foot outdoor plaza and a double-sided Halo Board composed of more than an acre of LED.

Compensation

• $90,000 - $100,000 annual compensation.Compensation package offered will be based on multiple individualized factors, including a candidate's job-related knowledge, skills, and experience.
• The role is classified as exempt.

Benefits And Perks

• Medical, Dental and Vision plans
• 401(k) plan with company contribution
• Wellbeing Allowance of up to $1,000 per year
• Paid vacation and sick time
• Paid parental leave
• Flexible Spending Accounts (Medical and Dependent Care)
• Company-paid Long Term Disability insurance
• Company-paid Life and AD&D Insurance
• Voluntary Life Insurance options for employee, spouse and children
• Employee Assistance Program
• Mind health support via Modern Health and Headspace

The LA Clippers and Intuit Dome are a proud equal opportunity employer. It is our desire and intent that all employees enjoy a professional business working environment that is free from discrimination and harassment. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

To view our employment privacy policy, please visit https://www.nba.com/clippers/california-employment-privacy-policy

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