TITLE: Director, Guest Experience
POSITION TYPE: Full Time, Exempt
COMPANY: Sharks Sports and Entertainment, LLC
LOCATION: San Jose, CA
REPORTS TO: Vice President, Guest Experience
POSTING DATED: 6/7/2023
Summary:
Born in 1991, Sharks Sports and Entertainment (“SSE”) has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, the Tech CU Arena, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California.
We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment.
We live, work, and innovate by a set of Pioneering Principles:
T – Team success is more important than individual success
E – Exceptional experience is non-negotiable in everything we do
A – Appreciate others for their diversity and opinions
M – More risk leads to more rewards and expands our comfort zones
T – Trust that all teammates have the best intentions
E – Empower all teammates to make informed decisions
A – Always say what you really mean and do what you say
L – Lead by showing the respect to others you expect from them
We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are #TealTogether.
Position Overview
The Director, Guest Experience under the guidance of Vice President, Guest Experience leads all Guest Experience managers, supervisors, and other employees towards achieving the goal of ensuring all guests attending events experience a consistent level of impressive/superior service that enhances their entertainment experience.
Essential Duties and Responsibilities:
- Direct the work of the front-line Guest Experience managers and contractors to ensure that all guests attending events experience a consistent level of superior service
- Engage in a leadership role in developing and implementing the People Management Plan and the Pioneering Service Plan for all frontline service teams, including our Sharks Ice Centers and our partner, ARAMARK
- Certify that supervisors’ goals and objectives, Priority Task List and Standards, “What a great Supervisor Looks Like,” are developed for Ushering
- Implement the Secret Shopper Program for all frontline teams and their partners
- Effectively train through a results-oriented program that will develop skillful and performance-driven employees who perform their jobs proficiently and strive for continual improvement
- Create, develop, and implement progressive and comprehensive training plans on a quarterly and annual basis.
- Develop train-the-trainer modules to assist in conducting staff training for networks.
- Enhance, collaborate with Guest Experience and Human Resources managers and deliver an orientation and training program that includes:
- Create a common orientation training session for all newly hired part-time, seasonal Arena employees with a focus on sharing and reinforcing the company’s core values
- Establish an organized, disciplined and effective system for evaluating and continually improving the effectiveness of orientation and training.
- Partner with the People Experience Manager, to administer the communications plan for Frontline Team communications to enhance team member engagement.
- Collaborate with the VP, Guest Experience, and functional area peers to develop the annual Guest Experience Strategy updates, its objectives and KPIs.
- Participate in a leadership role in developing and implementing safety and security procedures for events hosted at SAP Center. Is a leader of SSE’s Safety Committee.
- Coordinate in directing the work of the San Jose Police Department officers assigned to interior positions at all SSE Facilities and events.
- Ensure that the financial reporting, including budgeting, revenue and expense accounting and variance analysis and reporting is done consistent with established standards.
- Oversee guest and employee complaints, comments, ensure questions and suggestions are responded to as soon as identified and that appropriate follow-up action is taken.
- See that mailroom operations meet the standards for efficiency (productivity) and impressive service.
- See that Uniform Room operations meet the standards for efficiency (productivity) and impressive service.
- Perform other tasks and projects as required.
Minimum Qualifications
- Bachelor’s Degree from an accredited college or university with major course work in law enforcement, criminal justice, public administration, business administration or other related field preferred; additional experience may be substituted for formal education
- Minimum of ten (10) years of increasingly responsible security and service experience in a management capacity of a public assembly facility or a law enforcement agency associated with a large workforce providing services to a public assembly facility or special events
- Graduation from the following: IAVM’s Academy for Venue Safety and Security (AVSS), Venue Management School (VMS), IAVM’s Venue Management School Graduate Institute
- Proficient in Microsoft Office, Outlook, Excel, Word, PowerPoint and other related computer skills required.
- Possesses a strong background in safety and security industries
- Experience in establishing strong systems, policies, procedures, and standards orientation.
- Strong written communication skills with an emphasis on business writing skills (documenting goals, policies and procedures, ideas and objectives).
- Demonstrated leadership ability in providing quality service to a large number of customers.
- It is imperative that you have the ability to work independently without supervision, be self-directed and demonstrate initiative.
- Exhibit good judgment and decision-making skills, as well as ability to manage your own time and implement your own schedule.
- Excellent communication and interpersonal skills and organizational ability.
- Strong orientation towards hospitality/customer service for sports and entertainment industry.
- Possess a natural ability to effectively motivate and inspire Guest Services employees’ performance.
Physical Requirements
- Ability to sit, stand and utilize a computer for extended periods of time
- Communicate via phone and email with a variety of individuals
- Ability to bend at the waist, reach overhead and lift up to 15 lbs with or without accommodation
- Physically navigate stairs and catwalks at SSE facilities during normal work hours and events with or without accommodation
- Ability to work occasional extended hours including nights, weekends, holidays (all with advance notice)
What We Offer
- Competitive compensation (base salary and variable incentive plan)
- Medical/Dental/Vision/Flexible Spending Accounts (all LGBTQ+ friendly)
- Pretax Transportation Benefit
- 401K (pre-tax and Roth options)
- Unlimited Paid Time Off
- Minimum of 10 Paid Holidays and Wellness Days per year
- Complimentary or discounted sports and concert tickets
- Other League & partner discounts
- Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways and free parking
- An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
- Potential for flexible scheduling and telework opportunities
This position is not eligible for U.S. work authorization sponsorship.
Pay Range
The pay for this role is $97,200 – $115,00 per year plus variable
Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands and primary work location. The base pay range provided is subject to change and may be modified in the future.
Our Commitment to Diversity, Inclusion & Belonging
Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.
Equal Opportunity Employer
Sharks Sports and Entertainment is an equal opportunity employer. We accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, national origin, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veterans’ status, pregnancy, childbirth and related medical conditions, genetic information, or any other classification protected by applicable federal, state, and local laws and ordinances.
Notice to Recruiters and Agencies
SSE recruits candidates directly, rather than through third-party recruiters or agencies. Under no circumstances will SSE pay a fee for candidates submitted or presented without a signed recruiting agreement in place between SSE and the recruiter or agency prior to the submittal; any submittal must be for requisition specifically and individually assigned in writing by SSE’s HR department. In the case of candidate(s) submitted or presented to SSE by a recruiter or agency without a signed agreement AND written assignment by SSE Human Resources, SSE explicitly reserves the right to pursue and hire those candidate(s) with no financial obligation to the recruiter or agency.
San Jose Sharks
Related jobs:
Utility II – Little League Baseball Regional
Job Description
ESPN is seeking an experienced Utility II crew member to support technical operations for the Little League Baseball Regional at Giamatti Field in Bristol, Connecticut. This live sports production role will assist with the setup, execution, and teardown of remote television broadcasts. The Utility II will handle broadcast equipment, manage cabling, support camera operators, and assist technical departments throughout the production.
Job Responsibilities
- Assist technical operations with remote broadcast setup, execution, and teardown
- Load and unload broadcast equipment from production trucks
- Help lay out and pick up broadcast cabling
- Pull and coil cables for camera operators
- Carry cameras, batteries, and other production equipment as needed
- Assist scenic and lighting departments when required
- Climb ladders and work overhead on scaffolding or rooftops when necessary
- Maintain organized and properly wrapped cable throughout production
Requirements
- Must be 18 years of age or older
- Must live within 100 miles of Bristol, Connecticut
- Minimum of 7 shows worked as a regional-level utility in live remote productions
- Operational familiarity with TV cameras, cables, monitors, and related broadcast equipment
- Skilled in over/under cable wrapping and maintaining tidy cable coils
- Comfortable performing physically demanding broadcast production duties
- Firsthand knowledge of venue production areas preferred
Compensation
- Paid live sports production opportunity
- Compensation provided for selected production crew members
Skycam Utility – Live Sports Broadcast
Job Description
Skycam is seeking a Utility crew member to support technical operations for a live sports broadcast at Allegiant Stadium in Las Vegas, Nevada. This hands-on broadcast production role will assist with setup, game-day operations, and strike while helping ensure Skycam cables and reels remain properly managed throughout the event. The position also involves handling broadcast equipment and supporting the loading and unloading of production trucks.
Job Responsibilities
- Assist technical operations with Skycam setup and strike
- Support game-day operations during a live sports broadcast
- Monitor Skycam cables and reels to prevent tangling
- Help unload and load broadcast equipment from production trucks
- Carry equipment and assist with technical setup as directed
- Work safely around stadium production areas
- Climb and walk stadium catwalks when required
- Follow instructions from the technical operations and production teams
Requirements
- Comfortable performing physically demanding production work
- Able to lift equipment weighing up to 40 pounds
- Comfortable climbing and walking stadium catwalks
- Able to assist with loading, unloading, setup, and strike
- Comfortable working around professional broadcast equipment
- Able to work efficiently in a fast-paced live sports environment
- Must be able to work at Allegiant Stadium in Las Vegas, Nevada
Compensation
- Paid live sports production opportunity
- Compensation provided for selected production crew members
Utility II – Little League Baseball Regional
Job Description
ESPN is seeking an experienced Utility II crew member to support technical operations for the Little League Baseball Regional at Little League Central in Whitestown, Indiana. This live sports broadcast role will assist with the setup, execution, and teardown of remote television productions. The Utility II will help handle broadcast equipment, run cables, support camera operators, and work with technical teams to ensure efficient production operations.
Job Responsibilities
- Assist technical operations with remote broadcast setup, execution, and teardown
- Load and unload broadcast equipment and media from production trucks
- Help set up and break down broadcast cabling
- Pull and coil cables for camera operators during production
- Carry cameras, batteries, and other broadcast equipment as required
- Assist scenic and lighting departments when needed
- Climb ladders and work overhead on scaffolding or rooftops when required
- Maintain organized and properly coiled cable throughout production
Requirements
- Must be 18 years of age or older
- Must live within 100 miles of Whitestown, Indiana
- Minimum of 7 shows worked as a regional-level utility in live remote productions
- Operational familiarity with TV cameras, cables, monitors, and related broadcast equipment
- Skilled at over/under cable wrapping and maintaining tidy cable coils
- Comfortable handling and carrying professional broadcast equipment
- Able to perform physically demanding production tasks
- Firsthand knowledge of venue production areas preferred
Compensation
- Paid live sports production opportunity
- Compensation provided for selected production crew members
Runner II – Little League Baseball Regional
Job Description
ESPN is seeking an experienced Runner II to support operations and production for the Little League Baseball Regional at Giamatti Field in Bristol, Connecticut. This live sports production role supports remote broadcasts by running errands, distributing information, coordinating announcer arrivals and departures, and completing other production-related assignments. The ideal candidate has regional-level runner experience, understands basic broadcast operations, and can adapt quickly in a fast-paced live event environment.
Job Responsibilities
- Assist operations and production teams during live remote broadcasts
- Run production errands and distribute information to appropriate team members
- Help coordinate announcer arrivals and departures
- Complete production and show-related assignments as directed
- Communicate reliably with production personnel by phone, text, and email
- Adapt to changing priorities in a fast-paced sports production environment
- Check in and out with the operations team each workday
- Support other runners and production personnel throughout the event
Requirements
- Must be 21 years of age or older
- Must live within 100 miles of Bristol, Connecticut
- Must have a valid driver’s license
- Minimum of 8 shows worked as a regional-level runner in live remote productions
- Working knowledge of basic broadcast operations
- Reliable communication by phone, text, and email
- Positive, proactive, and adaptable personality
- Familiarity with the Bristol area and venue preferred
- Ability to lead other runners during an event preferred
Compensation
- Paid live sports production opportunity
- Compensation provided for selected production crew members
Runner II – Little League Baseball Regional
Job Description
ESPN is seeking an experienced Runner II to support operations and production for the Little League Baseball Regional in Whitestown, Indiana. This live sports production role will assist with remote broadcast logistics, including running errands, distributing information, coordinating announcer arrivals and departures, and completing production-related tasks as directed. The ideal candidate has previous live remote production experience, understands basic broadcast operations, and thrives in a fast-paced sports environment.
Job Responsibilities
- Assist operations and production teams during live remote broadcasts
- Run production-related errands and distribute information as needed
- Assist with coordinating announcer arrivals and departures
- Complete show-related tasks as directed by the production team
- Adapt quickly to changing priorities and production needs
- Check in and out with the operations team each workday
- Maintain reliable communication with the production team
- Support smooth event operations in a fast-paced live sports environment
Requirements
- Must be 21 years of age or older
- Must live within 100 miles of the event site in Whitestown, Indiana
- Must have a valid driver’s license
- Minimum of 8 shows worked as a regional-level runner in live remote productions
- Working knowledge of basic broadcast operations
- Reliable communication via phone, text, and email
- Familiarity with the local area and venue preferred
- Ability to lead other runners during an event preferred
- Positive, proactive, and adaptable attitude
Compensation
- Paid live sports production opportunity
- Compensation provided for selected production crew members
Job Description
A UCLA Extension Advanced Filmmaking Workshop thesis project is seeking crew members for an upcoming comedy-drama short film shooting in Los Angeles. The production will film across two interior locations and is looking for experienced professionals as well as early-career crew members for a variety of behind-the-scenes roles. While this is an unpaid student production, selected crew will receive screen credit, meals, and covered production expenses.
Job Responsibilities
- Perform duties for your assigned crew position during production.
- Collaborate with the director and department heads on set.
- Help maintain a professional and efficient production environment.
- Be available for one or both scheduled shooting days, depending on the role.
Requirements
- Crew positions include:
- 1st Assistant Camera (experienced)
- 2nd Assistant Camera / Camera Production Assistant
- Gaffer / Key Grip
- Production Sound Mixer with Boom Operator
- 1st Assistant Director
- Hair and Makeup Artist
- Art Department / Set Dressing
- Production Assistants
- Intimacy Coordinator
- Behind-the-Scenes Photographer
- Composer
- Experience required for select technical positions.
- Early-career applicants are encouraged for Production Assistant and 2nd AC/Camera PA roles.
Compensation
- Unpaid opportunity.
- Screen credit provided.
- Meals on set included.
- Production expenses and expendables covered.
Job Description:
Eden Pictures is seeking passionate crew members to join its team for the Nashville 48 Hour Film Project, taking place August 14–16 in Nashville. Whether you’re a college student looking for hands-on production experience or a filmmaker eager to collaborate on a fast-paced project, this is an opportunity to help create a film from script to screen in just 48 hours.
Job Responsibilities:
- Assist with film production during the 48 Hour Film Project.
- Collaborate with the cast and crew throughout the production.
- Perform duties specific to your assigned crew position.
- Help ensure the project stays on schedule over the production weekend.
Requirements:
- Open to applicants for the following crew roles:
- Gaffer
- Grip
- Sound Mixer / Boom Operator
- Production Designer
- Props Master
- Production Assistants
- Stunt Coordinator
- Passion for filmmaking and collaboration.
- Available August 14–16 in Nashville.
Compensation:
- Meals provided.
- Opportunity to build your portfolio.
- Network with industry professionals.
- Gain hands-on filmmaking experience.
Job Description
A paid commercial production is hiring local film crew professionals for an upcoming shoot in the Midland/Odessa, Texas area. The production is seeking experienced crew members across multiple departments, making this an excellent opportunity for industry professionals looking to work on a commercial production with a collaborative team.
Job Responsibilities
- Perform the duties associated with your assigned production crew role.
- Collaborate with department heads and crew members throughout the commercial shoot.
- Maintain professionalism and follow production schedules and safety guidelines.
- Be available for the full production period.
Requirements
- Must be local to the Midland/Odessa, Texas area.
- Available for the scheduled production week.
- Experience in one of the following roles:
- Key Grip
- Grip/Swing
- Production Designer
- Wardrobe Stylist
- Hair/Makeup Artist
- Production Assistant
- Camera Production Assistant
- Apply only if qualified for the desired position.
Compensation
- Paid commercial production opportunity.
- Work with a professional production crew.
- Gain valuable experience on a commercial shoot.
Job Description
A local media and storytelling team is hiring a full-time Creative Producer to help shape engaging stories that connect Las Vegans to their city. This role supports content development across audio and digital platforms, working closely with the team to plan, produce, and deliver compelling local storytelling. Candidates must live in the Las Vegas metro area and be excited about community-focused content.
Job Responsibilities
-
Develop, pitch, and produce local story ideas for audio and digital platforms.
-
Coordinate production logistics, including scheduling, planning, and managing deliverables.
-
Support recording sessions and help guide content structure from concept to final output.
-
Collaborate with hosts and internal team members to ensure content aligns with editorial goals.
-
Maintain organized workflows and timelines for ongoing content production.
Requirements
-
Must live in the Las Vegas metro area.
-
Experience producing audio, podcast, or digital content (professional or comparable experience).
-
Strong storytelling instincts and knowledge of local culture/community interests.
-
Excellent organizational skills and ability to manage multiple deadlines.
-
Comfortable working collaboratively in a fast-paced content environment.
Compensation Details
-
Compensation details are not listed in the post (to be provided during the application process).
Model Recruiters for Fashion and Talent Agency
Job Description
A top-tier modeling agency is now hiring motivated Model Recruiters to scout new talent and connect with aspiring models in the Atlanta market and beyond. This is a remote-friendly, commission-based opportunity ideal for self-starters who are passionate about fashion, talent development, and building strong networks in the entertainment industry. If you’re looking for flexibility and income potential while expanding your footprint in the modeling world, this role is for you.
Job Responsibilities
- Identify and recruit potential modeling talent through online platforms and personal networks
- Build and maintain a pipeline of qualified candidates for agency representation
- Conduct initial outreach and guide talent through the application process
- Attend weekly calls and monthly virtual meetings for team updates and support
- Stay informed on trends in the modeling and entertainment industries
Requirements
- Must be 18 or older
- Familiarity with the fashion or modeling industry preferred
- Self-driven, organized, and results-oriented
- Smartphone and/or computer required for daily communication
- Able to work independently with minimal supervision
Compensation
- Commission-based pay structure with unlimited earning potential
- 90% remote flexibility
- Access to an established network within the Atlanta modeling market
- Ongoing mentorship and brand-building opportunities
