Position Description
Reporting to the Vice President & General Manager, Rogers Place, this position is responsible for managing and leading the Fan Experience and Security team through all Rogers Place and related events, including all day-to-day functions. The Director, Fan Experience & Security ensures continuity across all brands and products to ensure delivery of the customer expectation.
Specific Responsibilities
This is a critical role in OEG’s continued success and growth. The role is accountable for the following:
- Leads the Fan Experience and Security team performance prior, during and following events (Oilers, Oil Kings, Live Events, and ICE District);
- Communicates effectively, builds employee relationships, and provides support to all key stakeholders to ensure the achievement of OEG goals and objectives;
- Supports fellow business units through a proactive approach to meet their operational needs;
- Uses professional and life experience to create new ways and build best practices;
- Inspires and develops team members to enhance their strategic thinking, align their actions with the vision, and promote our values and behavioural standards;
- Optimizes expenditures through operating budgets monitoring including daily follow up, annual forecast and analysis of labour costs;
- Identifies and promotes annually new projects to support our goals (quantitative and qualitative);
- Oversees the Fan Experience and Security team through all phases of the employee journey from recruitment through to onboarding, training, performance management, retention, and recognition;
- Leads the day-to-day performance objectives for direct reports, including check-ins for key priorities, timelines, and deliveries;
- Works directly with internal and external stakeholders on all aspects of the Fan experience and service recovery to maintain satisfaction to all ticketed customers;
- Leads the development and continuous improvement of Fan experience and security team, aligned with the OEG CX Signature Program, our policies, and procedures;
- Acts as the liaison for NHL Security and any security needs, from event planning to all our different brands’ operations inside Rogers Place or in the ICE District;
- Develops and maintains relationships with COE regulatory agencies (EFRS, EPS, EMS) and leads the development of communication and standard operating procedures to ensure full alignment;
- Carries out supervisory responsibilities as required during events including Manager on Duty and Incident Commander; and,
- Supports planning and management of security systems throughout Rogers Place and ICE District.
Desired Candidate Abilities, Background and Experience
Given the role this individual will play in OEG ’s continued growth and success, it is essential that the successful candidate possess the following education, experience, and personal characteristics:
Education
- Bachelor’s degree in a related field.
Experience
- Minimum 7 years managing people with diverse roles and responsibilities, in sports and entertainment an asset;
- Proven knowledge in strategic planning, and operations of large groups of employees;
- Effective supervisory and management experience, focused on performance development, leadership, and retention;
- Ability to work with a dynamic group of individuals in many different departments and prioritize tasks;
- Customer-centric approach with a dedication to leading and delivering internal and external positive experiences and collaborations;
- Strong organizational skills, resourceful and proven ability to handle multiple projects simultaneously;
- Requires strong interpersonal skills;
- Possess a high level of accuracy and attention to detail;
- Advocate of OEG’s values (Genuine, Great, Entrepreneurial, Inclusive, Passionate and Teamwork);
- Inspiring and credible leader;
- Creative, resourceful, impactful communication skills;
- Experience in management of multi-million-dollar annual operating budgets;
- Must be able to work a business hours and event-based schedule which includes evenings, weekends, and statutory holidays;
- Current Security Services and Investigator's Act (SSIA) License; and,
- Proficiency in Microsoft Office: Word, Excel, Outlook, OneNote, Publisher, and PowerPoint.
Attractions
This role provides an opportunity to join a company that is poised for continued growth. Other attractions include the opportunity to:
- 100% Employer Paid Benefits + RSP Matching Program;
- Oilers, Oil Kings, and Live Entertainment Ticket Options;
- Healthcare and Lifestyle Spending Account Options;
- On-Site Parking and Transit Allowance;
- On-Site Gym;
- Beautiful Office Space located Downtown Edmonton within Rogers Place – with easy access to the LRT; and,
- Social Work Culture + Employee Events.
