Team Member Experience Coordinator

Team Member Experience Coordinator

Founded in 1959, the Buffalo Bills are one of the most storied franchises in the National Football League (NFL). The Bills have won the AFC East division title five consecutive years, as well as won two American Football League (AFL) Championships (1964-1965), and an NFL record four straight AFC Championships (1990-1993) that included four trips to the Super Bowl. Located in Orchard Park, New York, the Bills are proud to be a member of the Western New York community for more than 55 years.

Terry and Kim Pegula purchased the Buffalo Bills in 2014 and are only the second owners in the team's history. Terry Pegula rose from humble beginnings to become one of the most respected leaders in the energy industry, and the Pegula's are one of the few professional sports owners to operate franchises in multiple sports, also owning the Buffalo Sabres (NHL), Buffalo Bandits (NLL), and Rochester Americans (AHL).

Job Summary

The Full Time Coordinator in the Guest Experience department, reporting to the Manager of Guest Experience, will provide overall support to the Guest Experience team. Inclusive in the responsibilities for the position are items to support the department's overall objectives relative to event days, staff recruitment, training and experience as well as overall operational support. The primary goal of this position is to provide a positive and engaging experience for Guest Experience Team Members while working at Highmark Stadium.

Primary Duties and Responsibilities

Staff Hiring, Training and Experience

• Coordinate and manage recruitment, interviewing and hiring process of Guest Experience Team Members
• In conjunction with Human Resources, develop & implement new Team Member onboarding communication and experience overview
• Support Team Member incentive program in conjunction with the Manager of Guest Experience
• Support Team Member mentorship program in conjunction with the Manager of Guest Experience
• Create opportunities for feedback from Guest Experience Team Members including but not limited to surveys, in-person conversations and feedback forms
• Conceptualize opportunities for year-round staff engagement through events and experiences
• Collaborate with industry counterparts to develop and implement Team Member programs
• Manage the development and provide oversight of the Buffalo Bills Team Member Advisory Board
• Assist in the development and delivery of annual Guest Experience training program to Bills Guest Experience staff and team partners

Operational Support

• Management of Guest Experience Team Members
• Assist in managing Guest Experience department budget through purchase order and invoicing systems
• Maintain department website, team app information, and related printed materials including but not limited to, Weekly Team Member Newsletter, Team Member Playbook, and supporting materials and resources for game and event days.
• Work with HR and Payroll departments to ensure staff are properly paid and contact information is accurate

Events

• Act as Manager on Duty for assigned events; assist with other events as needed including concerts and Bills Training Camp
• Assist internal departments with events as needed
• Other duties as assigned

Education/Experience/Skills/Requirements

• Bachelor's degree in Business, Sports Administration, or related program
• 1-3 years of experience in a guest experience, customer service or related role preferably in a sport or entertainment venue
• Familiarity with UKG, Canva, Vidcruiter and ABI Software is a plus
• Individual must be able to multitask and prioritize events and tasks while working in a fast-paced environment
• Individual must be able to problem-solve and provide solutions for guests and Team Members
• Organization and time management skills are a must
• Candidate must have excellent written and oral communication skills. Experience speaking in front of large crowds is preferred
• Ability to develop and maintain strong relationships with team partners and part-time staff

Physical Requirements

• Ability to maneuver up and down stairs, through seating areas in and around the stadium, and lift up to 50 pounds
• Must be able to stand and/or walk for up to 4 hours at a time on game/event days
• Ability to work in all weather conditions

Benefits & Incentives

• Medical Plans: Comprehensive and affordable medical plan options; fully paid dental, short and long-term disability, and life insurance; supplemental vision care and critical illness coverage
• Investments: 401(K) with employer matching; discretionary annual employer defined contribution
• Paid Time Off: Generous paid time off including vacation, sick, holidays, volunteer time, diversity awareness days, paid parental leave
• Bills Experience: Employee comp season tickets and parking; discount on team store merchandise and Fanatics NFL Shop
• Wellness: Onsite fitness facilities and employee cafeteria
• Bills Culture: We offer many social and community volunteer events as well as learning and development growth opportunities

Compensation

• This role is hourly/non exempt with an anticipated annual salary of $45,000 - $55,000. Salary will be based on the level role offered in accordance with candidate's experience, qualifications and internal team equity.

The Buffalo Bills, LLC are proud to be an Equal Opportunity Employer and do not discriminate based upon race, color, religion, gender, national origin, sexual orientation, gender identity, gender expression, age, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.