Manager, Guest Experience

Arizona Cardinals Football Club; Tempe (AZ); Presencial; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) plan with company match

Paid time off

Complimentary season tickets

Gym membership subsidies

Tuition reimbursement

Descripción de la vacante

The Arizona Cardinals Football Club are seeking a Manager, Guest Experience – a full-time, in-person role based in Tempe, AZ with anticipation of relocation to north Phoenix in 2028. You will lead ~250 gameday teammates, ensure exceptional guest service, and coordinate events, merchandise, and program outcomes.

Required: bachelor’s degree or equivalent, 5+ years in service/guest support/management, and strong communication. Weekend/nights work and physical duties apply.

Formación

• Bachelor’s degree in a related field, or equivalent experience.
• At least five years of experience in service, guest support, management, or related field.
• Experience in professional sports or entertainment venues preferred.
• Experience hiring, training, and managing large non-exempt staff teams preferred.
• Ability to remain calm and courteous under pressure; strong communication.

Responsabilidades

• Hire, train, and manage a gameday staff of 250+ teammates.
• Serve as the main point of contact for gameday teammates and events.
• Assist in planning and executing teammate kickoff events and gifts orders.
• Uphold Guest Experience standards and coordinate uniform pieces.
• Learn policies to provide specialized guest service and issue resolution.

Conocimientos

Customer service

Team management

Communication

Bilingual

Educación

Bachelor’s degree

Descripción del empleo

Position: Manager, Guest Experience - Full Time/Exempt

Department: Fan Experience and Operations - Guest Experience

Reports to: Senior Director, Guest Experience & Operations

Location: Arizona Cardinals (Tempe, AZ) NOTE: Starting 2028, this role will be based at the new Arizona Cardinals Training Facility in north Phoenix, AZ.

Format: In-person

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

• 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.

Cardinals Benefits/Perks Summary

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
• Paid Time Off Accruals (including sick time accruals)
• Paid Time Off for most Federal holidays
• 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
• Subsidized gym memberships

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.