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:
Job Description
Shah Film Productions is now hiring 25 stagehands for event production work at the Ritz-Carlton Orlando. Crew members will assist with event setup and strike operations for an upcoming production in Orlando, Florida.
This is a paid labor opportunity ideal for individuals with stagehand, live event, or production support experience. Applicants may choose to work setup, strike, or both days depending on availability.
Job Responsibilities
- Assist with event setup and strike operations
- Load, unload, and move production equipment as directed
- Support production crew with staging and event preparation
- Follow safety procedures and production instructions
- Maintain professionalism and teamwork throughout the event
Requirements
- Seeking 25 stagehands
- Stagehand or live production experience preferred
- Must be reliable and able to work extended production hours
- Applicants should include:
- Full name
- Availability for set, strike, or both
- Relevant stagehand experience
- Ability to perform physical labor in a production environment
Compensation Details
- Paid opportunity
- $30 per hour
- Flexible scheduling available for setup day, strike day, or both
Job Description
The upcoming dark cinematic fantasy short film Salt In Her Throat is now seeking crew members for a summer production filming in North Alabama. Set in a grounded, atmospheric coastal world, the story follows a little mermaid 21 years after losing her voice, blending fantasy elements with emotionally restrained storytelling.
The production team is looking for creative collaborators with experience in period, fantasy, or immersive world-building productions. The film aims to create a lived-in visual atmosphere inspired by grounded fantasy and cinematic realism.
Job Responsibilities
- Collaborate with the director and production team throughout pre-production and filming
- Help build the visual and technical atmosphere of the film
- Contribute expertise in production design, wardrobe, sound, cinematography, and on-set coordination
- Maintain professionalism and teamwork in an independent film environment
- Assist in creating an immersive fantasy world grounded in realism
Requirements
Positions Needed
- Production Design / Set Decoration
- Props Master
- Costume Designer
- Wardrobe Stylist
- Hair & Makeup Artist
- Director of Photography
- Production Sound Mixer
- Boom Operator
- 1st Assistant Director
- Script Supervisor
- Still Photographer
Additional Preferred Positions
- 1st AC / 2nd AC
- Gaffer
- Key Grip
- Production Coordinator
- Production Assistants
Additional Qualifications:
- Experience with period pieces, fantasy productions, or immersive world-building preferred
- Hair, makeup, wardrobe, and set decoration experience strongly preferred
- Collaborative and creative mindset required
- Passion for independent filmmaking encouraged
Compensation Details
- Production is actively seeking investment and producing compensation
- Compensation is expected for crew members as funding progresses
- Opportunity to work on an ambitious independent fantasy short film project
Job Description
A corporate interview-style production shooting in Chambersburg is now seeking experienced local crew members for a one-day shoot. Producers are looking to hire reliable professionals who can help execute a polished corporate production with clean visuals, lighting, sound, and media management.
The production is currently sourcing crew in preparation for final approval and is seeking candidates who can work efficiently in a fast-paced on-set environment.
Job Responsibilities
Open crew positions include:
- B-Cam Operator
- Capture clean corporate interview coverage
- Work alongside the A-camera team
- Gaffer
- Assist with simple, polished interview lighting setups
- Coordinate lighting equipment and setup needs
- Grip
- Support lighting and production setup
- Assist crew movement and equipment handling
- Sound Mixer
- Capture clean interview audio
- Provide lavaliers, boom, and mixer/recorder setup
- DIT / Media Manager
- Handle media offload, verification, and organization throughout production
- Production Assistant (PA)
- Provide general set support
- Help maintain efficient production flow
Requirements
- Must be local to the Chambersburg area
- Production cannot provide lodging or transportation
- Prior corporate production experience preferred
- Must be able to work efficiently in a professional set environment
- Applicants should submit:
- Desired role
- Rate information
- Relevant gear details (if applicable)
- Portfolio or relevant work samples
Compensation Details
- B-Cam Operator: $550
- Gaffer: $600
- Grip: $600
- Sound Mixer: $650 labor + $350 kit fee
- DIT / Media Manager: $500
- Production Assistant: $250
Job Description
A comedy production titled No Commando is seeking actors and production crew members for a non-paid project. The production is casting multiple lead, supporting, and background roles for a comedic story centered around relationships, law enforcement, and over-the-top situations.
The team is also looking for crew members interested in gaining experience on an independent production set. Serious inquiries only.
Job Responsibilities
- Perform scripted scenes for a comedy production
- Collaborate with directors and fellow cast members during filming
- Attend scheduled rehearsals and production days
- Maintain professionalism on set
- Crew members will assist with technical and production support duties
Requirements
Lead Role
Tasha
- Female, ages 25–35
- Strong comedic and dramatic presence
Supporting Roles
Officer
- Female, ages 25–35
- Portrays a by-the-book cop
ShoKesha
- Female, ages 25–35
- Plays a laid-back CEA agent
Young T Wilson
- Male, ages 30–40
- Sheriff with a heart of gold
Father Support
- Male, ages 40–55
- No-nonsense second-in-command character
Yahura
- Female, ages 30–45
- Drama queen girlfriend role
Brian
- Male, ages 25–35
- Tasha’s friend and go-between
Shae
- Female, ages 21–27
- Hot-headed cop role
Erica
- Female, ages 25–35
- Tasha’s best friend
Background Roles
- Audience members
- Sheriffs
- No Commando members
Production Crew Needed
- Sound Engineer
- Cameraman
- Gaffer
- Assistant Director (AD)
Compensation Details
- Non-paid opportunity
- Experience and networking opportunity for actors and crew
Job Description
Moving Picture Rental is now seeking rental and production support staff in Central Florida. The company is looking for reliable drivers and crew support professionals to assist with equipment transportation and production logistics. This opportunity is ideal for film and production crew members looking to supplement their income between on-location projects.
Job Responsibilities
- Transport production and rental equipment to various locations
- Assist with production support and logistics operations
- Safely handle and store equipment when required
- Coordinate with the production and rental team on deliveries and pickups
- Maintain professionalism while representing the company on assignments
Requirements
- Valid driver’s license and reliable transportation preferred
- Experience in production, film, or equipment handling is a plus
- Ability to safely store production equipment at home or office is beneficial but not required
- Strong communication and organizational skills
- Must be located in or near Central Florida
Compensation Details
- Paid production support opportunity
- Compensation details shared with selected applicants
Job Description
An episodic film project is seeking crew members for “H-Town Chronicles: Episode 5,” filming in the Houston area. This creative production follows a high-energy, character-driven story set during spring break, blending humor, chaos, and urban adventure. The team is looking for passionate creatives to help bring this unique vision to life across multiple departments.
Job Responsibilities
- Assist in various production departments based on assigned crew role
- Collaborate with the production team to execute the creative vision
- Support on-set operations including lighting, sound, wardrobe, and logistics
- Maintain professionalism and adaptability in a fast-paced filming environment
Requirements
- Open to crew roles including Assistant Director, Gaffer, Grip, Sound Mixer, Boom Operator, Hair & Makeup, Wardrobe Stylist, BTS Videographer, Production Assistant, and Post-Production Editor
- Strong teamwork and communication skills
- Passion for film production and storytelling
- Ability to work on location in Houston
Compensation
- Unpaid opportunity
- Gain hands-on experience and build industry credits
Job Description
An independent feature film is now hiring crew members for an upcoming production filming in the Houston area. This drama centers on a complex story of love, betrayal, and emotional conflict, offering a compelling behind-the-scenes opportunity for skilled creatives to contribute to a powerful narrative project.
Job Responsibilities
- Support film production in assigned crew roles
- Collaborate with the production team to execute creative vision
- Assist with on-set operations and logistics
- Maintain professionalism and efficiency during filming
Requirements
- Experience in film production preferred for specialized roles
- Open to crew positions such as cinematographers and production assistants
- Strong teamwork and communication skills
- Ability to work in a fast-paced production environment
Compensation
- Paid crew positions
- Opportunity to gain experience on an independent feature film
Crew Members Casting Call for Production
Job Description
A paid production is seeking five crew members to participate in an upcoming shoot. This opportunity is open to individuals interested in working behind the scenes in a production environment. The team is looking for a balanced group to assist with various on-set responsibilities.
Job Responsibilities
- Assist with general on-set production tasks
- Follow direction from the production team
- Support filming operations as needed
- Maintain professionalism and teamwork on set
Requirements
- 3 males and 2 females
- Ages 27–50
- All ethnic backgrounds welcome
- No visible tattoos or piercings
- Must be available for the scheduled shoot date
- Must submit full application details including photos
Compensation
- $100 for 4 hours
Job Description
A promotional staffing opportunity is now casting outgoing and reliable talent for off-premise sampling events in Florida. Selected candidates will represent brands at live sampling activations, engaging with the public and creating a positive, memorable experience. This role is ideal for individuals with strong communication skills and a friendly, professional presence.
Job Responsibilities
- Represent brands at off-premise sampling events
- Engage with consumers in a friendly and professional manner
- Distribute samples and provide product information
- Set up and break down sampling stations as needed
- Maintain a clean and organized work area
- Follow all event guidelines and brand standards
Requirements
- Must be outgoing, approachable, and professional
- Strong communication and interpersonal skills
- Prior promotional or brand ambassador experience is a plus
- Reliable and punctual
- Ability to stand for extended periods
- Must provide a resume and recent photos
Compensation
- $44 per hour
Sound Designer Casting Call for Indie Horror Film
Job Description
The Tether is seeking a Sound Designer to create an immersive audio experience, incorporating environmental tension, psychological layering, and atmospheric effects.
Job Responsibilities
- Design and produce soundscapes for the film
- Incorporate whispers, ambient tension, and tonal design elements
- Collaborate with the director during post-production
Requirements
- Experience in sound design or audio post-production
- Strong creative and technical audio skills
- Ability to work within the horror genre
Compensation
- $900 flat
- Meals, rides, and accommodations provided where applicable
Grip/Lighting Assistant Casting Call for Indie Film
Job Description
The Tether is hiring a Grip/Lighting Assistant to support lighting and equipment setups, particularly for interior cabin scenes and night shoots.
Job Responsibilities
- Assist with lighting setups and adjustments
- Support camera and equipment handling
- Help maintain efficient on-set workflow
Requirements
- Basic experience in grip or lighting work preferred
- Ability to work in low-light and outdoor environments
- Strong teamwork and reliability
Compensation
- $350 flat (based on cabin scene days only)
- Meals, rides, and accommodations provided where applicable
Production Sound Mixer Casting Call for Indie Film
Job Description
The Tether is seeking a Production Sound Mixer to capture clean, high-quality audio in both outdoor and interior cabin environments for a folk horror short film.
Job Responsibilities
- Record and monitor on-set audio
- Capture clear dialogue in natural and unpredictable conditions
- Collaborate with the director and crew for optimal sound quality
Requirements
- Experience in production sound recording
- Ability to work in outdoor and cabin environments
- Strong attention to audio detail
Compensation
- $700 flat
- Meals, rides, and accommodations provided where applicable