Manager, Guest Experience

Arizona Cardinals; Tempe (AZ); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401(k) retirement option

Time off for Maternity, Paternity, etc

MDLIVE: 24/7 medical support

Flexible Spending Accounts

Discounts on Cardinals gear

Tuition reimbursement

Daily free lunch

Complimentary season tickets

Job summary

The Arizona Cardinals are seeking a Manager, Guest Experience to elevate guest interactions at games and events. You will collaborate with the Senior Director to exceed expectations and ensure top-tier service across all touchpoints.

Responsibilities include staffing, training, event execution, policy adherence, and guest issue resolution, with a focus on excellence in a fast-paced sports environment.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• At least five years in service, guest support, or management.
• Experience in sports or entertainment venues preferred.
• Experience hiring, training, and leading large non-exempt staff preferred.
• Strong communication and customer service orientation.

Responsibilities

• Hire, train, and manage a gameday staff of 250+ teammates.
• Serve as main point of contact for gameday teammates and communicate key information.
• Assist in the Top Flight Program and related execution.
• Plan and execute Teammate Kickoff Event and other teammate events.
• Oversee uniform coordination and inventory for Guest Experience.
• Run the Responsible Fan/Designated Driver Program.
• Answer guest inquiries and resolve issues using guest recovery tools.
• Oversee merchandising inventory and sales.
• Other duties as assigned.

Skills

Customer service

Staff management

Communication

Conflict resolution

Bilingual (Spanish)

Education

Bachelor's degree

Job description

Position: Manager, Guest Experience - Full Time/Exempt

Department: Fan Experience and Operations - Guest Experience

Reports to: Senior Director, Guest Experience & Operations

Note: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of a student or employment Visas (including, but not limited to F-1, M-1, J-1, H-1B, OPT and/or CPT programs, etc.).

Cardinals Organizational Summary:

The Arizona Cardinals Football Club is a professional football team within the National Football League (NFL). We compete in the National Football Conference (NFC) West division and call State Farm Stadium, in Glendale, Arizona, our home.

As one of the oldest pro football franchises in the U.S., the Club has established itself as a sport and cultural hallmark within Arizona, as well as a trailblazer for diversity, equity, inclusion, and belonging (DEIB) initiatives and firsts around the League. Our vision is to build a leading sports organization that competes for championships, drives business results, creates loyal fans, develops proud employees, and inspires hope in our community. We are relentless in our pursuit of greatness on and off the field, while positively impacting our people, our fans, and our community.

If you want to join an organization that values putting the team first, doing what is right, growing with positivity, valuing every voice, while driving performance, we would love for you to join our team. Learn more about the Arizona Cardinals and see what's happening here .

Job Summary:

The Manager, Guest Experience will be responsible for collaborating closely with the Senior Director, Guest Experience & Operations, to elevate the overall experience of our guests by managing and exceeding expectations at events, games, and any other interactions.

Primary Job Duties:

The Manager, Guest Experience, will have the daily responsibilities, without limitation, to include the following:

• Hire, train, and manage a gameday staff of approximately 250+ teammates (communications, uniforms, schedules, performance management, etc.).
• Serve as the main point of contact for the gameday teammates, including but not limited to deploying pertinent information regarding Cardinal game days, trainings, and ancillary events.
• Assist in the Top Flight Program and program execution.
• Assist in planning and executing the Teammate Kickoff Event and other teammate related events.
• Assist in planning and executing the ordering of gifts and other items to support the Guest Experience Operation.
• Uphold the Guest Experience standards set by the Arizona Cardinals Football Club, always maintaining professionalism.
• Coordinate all necessary uniform pieces.
• Run point on the Responsible Fan/Designated Driver Program.
• Learn all Arizona Cardinals policies, procedures, and programs to ensure specialized service in answering guest inquiries and assisting in solving the issues.
• Manage Fan Pack/Mailing and special (wedding/baby announcement) requests.
• Demonstrate guest service skills and apply guest recovery tools.
• Oversee and manage inventory and sales of historical merchandise.
• Other duties as assigned.

Qualifications/Requirements

• Education: Bachelor's degree in a related field, or equivalent experience
• Experience: At least five (5) years of experience in service, guest support, management, or another relatable field
• Experience working in a professional sports or entertainment venue environment preferred.
• Experience hiring, training, and managing large non-exempt staff teams preferred.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Strong verbal and written communication skills.
• Ability to effectively work in a fast-paced environment with multiple competing priorities that require strong time management and prioritization.
• Excellent guest service and interpersonal communication skills with a strong orientation towards relationship building and serving others.
• Able to work well within a team environment, helping and providing support to all team members.
• Strong attention to detail, conflict resolution, problem-solving and decision-making skills.
• Bi-lingual (Spanish) is preferred but not required.
• Must be able to stand and exert well-paced mobility for periods of up to eight (8) hours in length.
• Ability to lift to 30 pounds on a regular basis.
• Flexibility to work weekends and nights, some holidays, as well as a commitment to work all games and ancillary events occurring at State Farm Stadium (Glendale, AZ).
• Must complete all pre-employment forms and successfully pass a background check.

The Arizona Cardinals Football Club has developed a comprehensive benefits package that provides economic and inclusive benefits to full-time employees. The Cardinals benefits offer care, protection, and support for employees and their loved ones. The Cardinals organization encourages an environment that is conducive to living a healthy, productive, and flexible lifestyle.

Benefits and Perks include, but are not limited to:

• Health, Dental, and Vision Insurance options; effective the first day of hire
• 401 (k) retirement option with employer match contribution
• Time off for Maternity, Paternity, Military, and Bereavement
• MDLIVE: 24/7 medical support
• Flexible Spending Accounts (FSA) & Health Care Saving Account options
• Discounts on Cardinals gear & paraphernalia
• Tuition reimbursement & Professional Growth opportunities
• Daily free lunch
• Complimentary season tickets

The Arizona Cardinals Football Club is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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Equal Opportunity Employer
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