Our teammates are at the core of what we believe in: People, Collaboration, Learning, and Excellence (PeopleCLE). We look to hire individuals who are committed to our purpose of uniting and inspiring our city through the power of team. Our mission is to win the World Series while creating a compelling fan experience. If you believe you possess these important traits, please consider a career with the Cleveland Guardians.

PRIMARY PURPOSE: Responsible for the daily administrative and supervisory functions for our Fan Services and Seasons Service teams. Own the recruitment, hiring, and development of our service teammates. Set precedent for customer service, embody a positive attitude, and act as a passionate advocate for the development of our Service team. Drive the creation of season ticket initiatives, build relationships through collaboration with other departments, and demonstrate the organization’s commitment to creating a compelling fan experience in pursuit of winning the World Series. Additional responsibilities include managing projects for the Ticket Sales & Service department, coaching and development of service teammates, creation and implementation of training for new hires, collaboration with other departments on projects that drive the Season Ticket Service business forward.

RESPONSIBILITIES & DUTIES:

People Management

• Develop and implement standard operating procedures for the department and staff in relation to gameday experiences and the day-to-day office responsibilities
• Ensure service teams are providing exceptional service, following policies, processes, and procedures on a consistent basis
• Responsible for escalated service recovery from Season Ticket Service team members
• Supervise and regularly meet with direct reports (full time, part time, and seasonal)- including evaluating, coaching, and performance management
• Accountable for the training, evaluating and coaching for career growth of all Service team members
• Oversee schedule and manage ABI system for full-time, part-time, and seasonal team members
• Assist in managing game day duties and provide support in the form of Manage on Duty and Support through the 3rd inning
• Provide account assignments to Season Service
• Execute department dialogue for continuous improvement of engagement and onboarding
• Conduct surveys and evaluate feedback in regard to Season Service teammates
• Collaborate with HR to implement strategy to retain and promote top talent
• Establish goals for productivity and touchpoint outbound efforts for our Season Service team
• Responsible for creating and distributing management, full- time, part-time and gameday staff schedule while meeting payroll budget

Project Management

• Assist in planning dynamic service calendar and proactive service initiatives
• Drive the creation of communication that is effective for all fans
• Accountable for updating all systems, including but not limited to Satisfi, Phone, and CRM
• Actively participate in Season Ticket Member exclusive events
• Oversee preparation and presentation of new Member overview presentations designed to welcome and educate new Season Ticket Members
• Collaborate with Communications to develop and execute Season Ticket Member directed communication plan as well as for email updates via MLB and alerts
• Partner with Ticket Operations staff to implement specific season ticket initiatives, including Season Ticket Member exclusive ticket presales, auto-renewal period, preferred upgrade process, and day to day ticket management
• Collaborate with Strategy and Analytics department to provide input and assist in creation of new season ticket initiative
• Pull reports in PV for attendance, special offers, STM packages, parking, and events
• Actively contribute to the pre-sales working team (opening day sell pre-sale strategy and post season access)
• Propose edits and process changes to emails to communicate postponed game information as needed
• Manage season ticket membership benefits platform and offerings
• Upload offers for GivEx for Lifestyle perks and STM benefits
• Provide input on the creation of tracking pages in Tableau for process efficiency

Coaching, Mentoring, and Training

• Partner in creating, planning and scheduling part-time and seasonal training
• Assist with assembling training materials and tools
• Provide feedback throughout the year for Professional Development Plans and Workplans
• Conduct 360 feedback to direct reports
• Ensure team is meeting customer service standards and expectations and hold team members accountable for service related and call performance opportunities
• Respond promptly to all performance violations, ensuring proper documentation
• Assist in the creation of department budget planning

Other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS:

• 2-3 years in customer service working directly with fans/clients
• Previous people management experience preferred
• Strong written and verbal communication skills
• Proven ability to problem solve
• Previous experience and knowledge in CRM, ProVenue systems preferred
• Ability to manage conflict
• Demonstrated focus on self-development

ROLE REQUIREMENTS:

• Leadership skills that show the ability to identify and communicate priorities, work cross-departmentally on projects, develop interpersonal relationships, and produce positive results
• Required to work home games based on a rotating schedule of staff
• Responsibilities include supervising staff, visiting with Members, and assisting with Member inquiries and on-field activities
• Occasional additional non-game day events, weekends, holidays, and non-game day duties as directed by job responsibilities and workload, including the single game ticket on sale dates and non-game day Member exclusive events
• Ability to work more than 40 hours- up to and exceeding 60 hours a week

ORGANIZATIONAL REQUIREMENTS:

• Reads, speaks, comprehends, and communicates English effectively
• Represents the Cleveland Guardians in a positive fashion to all business partners and the general public.
• Ability to develop and maintain successful working relationships with members of the Front Office
• Ability to act according to the organizational values and service excellence at all times.
• Ability to work with diverse populations and have a demonstrated commitment to social justice.
• Ability to walk, sit or stand for an entire shift.
• Ability to work extended days and hours, including holidays and weekends.
• Ability to move throughout all areas and levels of the Ballpark.
• Ability to work in a complex and changing environment.
• Occasional physical activity such as lifting and carrying boxes up to 50 lbs.

The Cleveland Guardians are committed to developing and maintaining an environment that embraces all forms of diversity to enrich our core values, enhance our competitive position, strengthen our impact within our community, and foster a greater sense of belonging for our employees.

In this spirit, we know studies have shown that people from historically underserved groups - including women and people of color - are less likely to apply for jobs unless they believe they meet every one of the qualifications as described in a job description. We are most interested in finding the best candidate for the job and understand that candidate may bring certain skills and experiences to the role that are not listed in our job description, but that would add tremendous value to our organization. We would encourage you to apply, even if you don’t believe you meet every one of our qualifications described.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)