Do you want to help reinvent the fan and employee experience? If so, you might be a great match to manage the efforts to build our Fan and Team Member Experience program at Intuit Dome.

We are seeking an experienced and service minded Fan Experience Manager, Tech Operations who is adept at designing, planning and implementing customer service programs and best practices. This position will focus heavily on the entire fan and employee experience, incorporating new technology into a seamless experience for fans, season ticket members, and all arena team members. This role will lead 350+ fan experience team members and work closely with all departments and service partners on the team member experience.

This is a full-time role based in Inglewood, CA and is eligible for our competitive benefit offering including medical, dental, vision, 401(k) plan with company contribution, Well-Being Allowance, and more. Due to the nature of this industry, you must be available to work a flexible schedule including weeknights, weekends, and holidays to cover high profile concerts and NBA games.

What You Will Do

• Designs, develops, and maintains comprehensive training materials-including onboarding guides, SOPs, digital reference tools, and scenario-based learning modules- to support Fan Experience staff in delivering consistent, high-quality service across all fan interaction touchpoints.

• Oversees and supports all event day technology operational roles, including ticket greeting, ticket redemption, operating digital systems, providing app support, access control, and directional support, ensuring staff are trained on the operational functionality of all applicable hardware and software systems with a focus on efficiency, accuracy and user support to enhance the fans journey.

• Maintains technical fluency across all fan-facing platforms, including the Intuit Dome app, team member apps, and other fan-facing technologies. Conduct hands-on training sessions, demos and shadowing opportunities to transfer knowledge and build operational competence across the team.

• Equips all Fan Experience team members with the tools and knowledge needed to confidently assist all fans with digital solutions, app navigation, account trouble shooting and general inquiries. - fostering a tech-forward and fan-centric service culture.

• Demonstrates advanced technical troubleshooting abilities, including diagnosing issues with the software, platforms, event-day systems, and digital tools used in fan operations and communication workflows.

• Acts as liaison with other departments regarding technology and systems operational procedures in relations to the fan experience and event day needs.

• Partner with Tech Development team to learn and deliver technology updates in regards to the Intuit Dome app (both staff and fan facing side).

• Utilizes and manages phone tree systems and CRM platforms to monitor fan communications, ensuring timely, accurate, and empathetic responses that align with organizational standards. Analyzes communication data to identify trends, improve response protocols, and enhance training strategies.

• Leads part-time event-based Fan Experience staff consisting of 300+ team members to help expedite entry and ensure that fans can connect to the event with minimal distraction.

• Ensure safety, security, and enjoyment of fans in accordance with company priorities, state laws, municipal ordinances, and NBA mandates.

• Assists in developing and executing department strategies to enhance the fan and employee experience, driving value and appreciation.

• Resolves fan and season ticket member complaints using high level problem-solving skills.

• Manages budgets, staffing levels, and departmental policies and procedures.

• Creates and maintains solid working relationships at all levels across the organization and externally. Deals directly with internal and external clients regarding fan issues, events and suggestions.

• Manage and leverage all technology platforms that impact the fan and employee experience.

• Observes, listens to and measures feedback from fans, employees, and stakeholders to develop solutions to enhance the fan experience.

• Manage all fan experience digital fan platforms such as the Intuit Dome App, fan experience email inbox, Intuit Dome phone line and others.

• Manages programs for accommodation of fans and employees with disabilities or special needs, including infant care and sensory rooms.

• Build and maintain relations with the Training & Development Manager and partners as needed to deliver fan experience training courses.

• Performs other fan and team member experience department tasks as assigned.

Your Background, Skills, and Qualification

• Three years direct industry experience in customer service-related field.

• Demonstrates the ability to design and deliver training materials, including technical applications, onboarding guides, SOPs, and scenario-based learning modules.

• Technologically advanced; comfortable navigating software platforms, CRM systems, mobile apps, and event-day operational tools.

• Experience using phone tree systems and CRM platforms to monitor and manage fan communications, ensuring timely and accurate responses.

• Supervisory and management experience with an event-based workforce.

• Excellent organizational, project management, and time management skills.

• Strong communication, presentation, and interpersonal skills.

• Experience with budgeting and creating event staffing estimates.

• Ability to adapt to change and handle multiple projects simultaneously.

• Demonstrated leadership and team management abilities.
• Ability to resolve fan concerns expeditiously and independently.

About Intuit Dome:

Opened in August 2024, Intuit Dome is the new home of the LA Clippers and will host hundreds of sporting events and concerts each year. Located in Inglewood, Calif., Intuit Dome is built different -- it will redefine fans' expectations for live experiences and change the music landscape in Los Angeles.

Set to host the 2026 NBA All-Star game and Olympic Basketball in 2028, Intuit Dome is over 1 million square feet and features our team training center, business operations offices, five full-sized basketball courts, an 80,000 square foot outdoor plaza and a double-sided Halo Board composed of more than an acre of LED.

Compensation

• $85,000 - $92,500 annual compensation. Compensation package offered will be based on multiple individualized factors, including a candidate's job-related knowledge, skills, and experience.

• The role is classified as exempt.

Benefits and Perks

We offer a competitive benefits program, including:

• Medical, Dental and Vision plans
• 401(k) plan with company contribution
• Wellbeing Allowance of up to $1,000 per year
• Paid vacation and sick time
• Paid parental leave
• Flexible Spending Accounts (Medical and Dependent Care)
• Company-paid Long Term Disability insurance
• Company-paid Life and AD&D Insurance
• Voluntary Life Insurance options for employee, spouse and children
• Employee Assistance Program
• Mind health support via Modern Health and Headspace

The LA Clippers and Intuit Dome are a proud equal opportunity employer. It is our desire and intent that all employees enjoy a professional business working environment that is free from discrimination and harassment. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

To view our employment privacy policy, please visit https://www.nba.com/clippers/california-employment-privacy-policy