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Title

Manager, Guest Experience 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Description

The Pirates Why

The Pittsburgh Pirates are a storied franchise in Major League Baseball who are reinventing themselves on every level. Boldly and relentlessly pursuing excellence by:

  • purposefully developing a player and people-centered culture;
  • deeply connecting with our fans, partners, and colleagues;
  • passionately creating lifetime memories for generations of families and friends; and
  • meaningfully impacting our communities and the game of baseball.

At the Pirates, we believe in the power of a diverse workforce and strive to create an inclusive culture centered in Passion, Innovation, Respect, Accountability, Teamwork, Empathy, and Service.

Job Summary

The Manager, Guest Experience at PNC Park will lead our team of Guest Experience professionals and champion our guest promise. Our guest promise is, “We consistently deliver WOW! Moments to create lifetime memories and lasting relationships.” PNC Park is the best ballpark in America and our guest experience team members are responsible for the care of our fans. In this role you will be energetic, innovative, passionate, and a dynamic servant leader.

This Manager, Guest Experience will be responsible for coordinating activities, personnel, and personnel related matters associated with all Guest Experience Team Members. You will assist in preparing and conducting training sessions for all Seasonal employees, including those within the Pirates organization and seasonal employees of the Pirates’ partners. The Manager, Guest Experience will respond to guests’ feedback on behalf of the Club and exceed their expectations. The Manager, Guest Experience will be caretaker of the Pirates North Star and will be proactive in seeking out ways to exemplify our compass in your day-to-day work.

Responsibilities

Primary:

  1. Coordinate the hiring, scheduling, and management of all Seasonal, Guest Experience Game Day Team Members.
  2. Coordinate and conduct training sessions for all Seasonal employees working at PNC Park, including persons employed by the Pirates organization and the Club’s vendor partners, inclusive of retail, cleaning, and concessionaire(s).
  3. Manage the scheduling system and hours worked for all Seasonal Guest Experience.
  4. Coordinate the set-up and facilitation of the Employee Incentive Programs for all Seasonal employees working at PNC Park, including persons employed by the Pirates organization and the Club’s vendor partners, inclusive of retail, cleaning, and concessionaire(s).
  5. Develop and manage policies and procedures for the Guest Experience Game Day Team Members.
  6. Assist the Director, PNC Park Operations, in facilitating the knowledge sharing of information from various departments to provide real-time updates to members of the Guest Experience Game Day Team Members.
  7. Assist in problem-solving and address guest complaints not resolved by game day Guest Experience Representative, consistent with the Club’s policies and procedures.
  8. Coordinate, update and ensure the accuracy and consistency with other customer-facing information guides (e.g., Pirates’ website) of the PNC Park "A to Z Guide", "Map & Concessions Directory" and Access and Parking Brochure.
  9. Develop and maintain information audit practices to ensure accuracy of information provided to Guest Experience Game Day Team Members.
  10. Assist in the development and maintenance of web-based knowledge sharing resources for the Ballpark Operations Department.
  11. Assist in managing the Ballpark Operations Department budget, and review and code invoices for review by the Director, PNC Park Operations.

  12. Assist in contract negotiations and administration of Collective Bargaining Agreement.

  13. All other duties as assigned by the Director, PNC Park Operations.

Secondary:

  1. Coordinate and orchestrate annual Employee Bash and Supervisor Party.
  2. Coordinate the ordering of all Guest Experience Game Day Team Member uniforms.
 
Position Requirements

Required:

  1. Bachelor's Degree in Sports Management, Business Administration, Communications or equivalent.
  2. Minimum of 2 years of supervisory experience.
  3. Minimum of 3 years of Customer Service experience.
  4. Minimum of 1 year of group training or presentation experience.
  5. Proficiency in Microsoft Office Applications (Word, Excel, Outlook, PowerPoint).

Desired:

  1. Knowledge of Scheduling Software.
  2. Prior experience working for a professional sports team in customer service, park operations, or ticket sales and servicing.
  3. Three ( years of group training or presentation experience.
  4. Experience with ticket sales technologies and/or CRM systems.
 
Location Pittsburgh, PA  
Full-Time/Part-Time Full-Time  
Shift Various Shifts  

This position is currently not accepting applications.

To search for an open position, please go to http://PittsburghPirates.appone.com



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