Guest Experience Manager

Guest Experience Manager The Tampa Bay Buccaneers vision is to be the premier NFL Franchise both on and off the field that sets the standard in global sports entertainment and embodies the spirit of Tampa Bay. The Buccaneers aim to employ individuals whose professionalism and dedication align with our vision. The Guest Experience Manager provides leadership, training, and operational oversight for the part‑time Guest & Member Relations gameday staff and supports broader guest experience initiatives across Raymond James Stadium. This role is responsible for building, training, motivating, and inspiring a best‑in‑class gameday staff that consistently delivers a world‑class fan and guest experience. A successful candidate will be a dynamic and charismatic communicator who can effectively engage, train, and influence a wide range of team members, including Buccaneers gameday staff, internal departments, and stadium partners. This individual must be comfortable leading in front of groups, energizing teams around service expectations, reinforcing standards, and creating a culture of accountability, pride, and hospitality. Reporting to the Ticket Sales & GMR Operations Senior Manager, this role manages recruiting, onboarding, training, scheduling, and gameday operations for more than 140 part‑time staff, while partnering closely with internal departments and stadium partners to ensure consistent service standards across Buccaneers games and non‑Buccaneers events. The Manager also supports guest communications, resolves escalated guest issues, and uses guest feedback and operational insights to continuously improve the fan experience. Essential Functions Customer Service Training & Culture Development Develop, execute, reinforce, and continuously enhance the annual Difference Makers customer service training program, ensuring full‑time, part‑time, and partner staff understand and deliver against established service standards. Serve as a key facilitator and culture‑carrier for the Difference Makers initiative, bringing energy, credibility, and consistency to training sessions and service reinforcement efforts. Partner with internal teams and stadium partners to deliver ongoing training sessions, skill reinforcement, service huddles, and recognition programs that drive a culture of excellence and accountability. Create training materials, talking points, scenarios, and facilitation tools that help staff understand not just what to do, but how to create positive and memorable guest interactions. Monitor and measure staff performance relative to training objectives, providing coaching, feedback, and recommendations for continued improvement. Identify service trends, training gaps, and opportunities to better prepare staff for high‑volume, high‑pressure gameday environments. Team Leadership & Staff Management Lead recruiting, hiring, onboarding, training, and ongoing development for a best‑in‑class part‑time Guest & Member Relations gameday staff. Serve as a highly visible and engaging leader who can inspire, motivate, and coach gameday staff to deliver exceptional guest service. Develop and deliver impactful training sessions that are interactive, memorable, and aligned with Buccaneers service standards and guest experience priorities. Manage scheduling and staffing for gamedays, Buccaneers events, and non‑Buccaneers events to ensure appropriate coverage and operational efficiency. Oversee the daily operations of Guest & Member Relations gameday staff, including attendance, logistics, proposals, and staffing plans. Guide staff in proactive guest engagement and effective issue resolution to enhance the fan and member experience. Collaborate with Ticket Sales & GMR Operations Senior Manager and Human Resources to address performance concerns and execute disciplinary actions, including termination when necessary. Event & Operational Management Coordinate staffing and execution of non‑Buccaneers events for our Luxury Suite & Premium members, including hiring, training, preparation, and event‑day management. Collaborate with other gameday staff managers to support recruitment, training, and development for all part‑time gameday personnel. Ensure all operational elements, proposals, logistics, purchasing, and communications are executed efficiently and consistently. Guest Communications & Experience Oversight Serve as the point of contact for all non‑Member fan and guest inquiries, providing timely responses via phone, email, and other communication channels. Maintain and develop collateral, digital tools, websites, and app content to communicate important guest experience information. Monitor and improve guest interactions to ensure a consistently high level of service across all touchpoints. Data, Reporting & Metrics Monitor guest experience metrics across gameday operations, training programs, and communication channels to assess performance and identify improvement opportunities. Provide insights and recommendations to leadership based on trends in guest feedback, staff performance, and service outcomes. Management Responsibilities Employee is responsible for managing and directing the work of its employees. Employee is also responsible for staffing the department and the management of employee performance, including hiring appropriate staff, conducting regular performance reviews and, if necessary, terminating staff in conjunction with human resources. Employee is expected to regularly exercise discretion and independent judgment. Skills & Abilities Strong written and verbal communication skills, strong decision‑making and problem‑solving abilities, ability to collaborate effectively with cross‑functional teams, skilled in conflict resolution and constructive feedback, ability to prioritize tasks and meet deadlines, ability to motivate and develop team members, critical thinking and sound judgment, ability to identify process improvements, strong service orientation and relationship‑building skills, ability to manage multiple projects simultaneously, flexibility in a fast‑paced, changing environment. Experience & Education A bachelor's degree or commensurate work experience. Two to three years of project management, customer service or marketing experience. Technical Knowledge Proficient with computers and standard office software. Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) or comparable tools. Skilled in preparing reports, spreadsheets, and presentations. Comfortable learning and navigating new systems or applications. Additional Technical Knowledge Working knowledge of Archtics ticketing system, Microsoft Teams, and Trello or similar project management software preferred. Work Environment Extended evening, weekend work hours sometimes required. May have to work occasional holidays. Must be comfortable working in a high intensity setting, meeting tight deadlines and delivering quality results. Required to work all home games. Required to drive company vehicle, personal vehicle, or golf cart. Physical Fitness Standards Computer and desk work a significant part of daily activities. Sitting, standing, working with hands for extended periods of time. Must be able to lift up to 20 pounds at times. Must be able to perform occasional physical tasks, which may include working outdoors for extended periods in varying weather conditions, including extreme heat. Equal Opportunity Employer Buccaneers Team LLC (the "Club") provides equal employment opportunities to all individuals, regardless of race, color, religion, sex, national origin, marital status, disability, age, military status, genetic information, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law. #J-18808-Ljbffr