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Specialist, Arena Experience

Washington, DC 20004

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

  1. You will provide first-class customer service and value for our fans.
  2. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
  3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
  4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
  5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
  6. You will innovate. We are nimble and first to market. We are not averse to risk.
  7. You will have fun. We are in the business of happiness.

Position Overview:

The Specialist, Arena Experience will serve as a key member of the Arena Experience management team, overseeing the planning, coordination, and direction of operations for part-time union event staff and non-union supervisors, including making staffing decisions and recommending personnel actions.

Are you an experienced administrative professional who is organized and deadline-orientated and loves sports?! Apply today! We would love to hear from you!

Responsibilities:

  • Serve as a member of the Arena Experience management team to supervise 300+ part time union event staff as well as 30 nonunion supervisors.
  • Manage event staffing logistics, including scheduling, deployment, check-in procedures, and real-time adjustments to ensure efficient event execution as needed.
  • Use specialized software for scheduling/administration (ABI), Incident reporting (24/7), training (SkyPrep), ticketing issues (TM1) and other relevant applications to interpret data and improve department processes.
  • Work with internal and external partners on the procurement to manage departmental assets including ticket scanners, stanchions, signage, and inventory.
  • Respond to guest concerns as they arise in person, via email, and over the telephone and determine the appropriate implementation of service recovery as needed.
  • Support part-time staff hiring including reviewing applications, performing interviews, coordinating onboarding, and maintaining departmental records/employee forms.
  • Reconcile department payroll.
  • Design and build event signage and internal communication materials in alignment with organizational branding and operational needs.
  • Track and maintain guest feedback and concerns by analyzing trends to inform service improvements and training initiatives.
  • Support the preparation and execution of staff trainings both in-person and digitally.
  • Collaborate with the Finance department to analyze department expenditures and provide input on cost-saving strategies and operational efficiencies as applicable.
  • Understand and act in compliance with the Collective Bargaining Agreement (CBA) between MSE and part-time union staff.
  • Act as Manager on Duty for events as needed supervising Guest Experience staff, supervisors and first aid team to resolve complex issues.
  • Serve as a Dispatcher, Guest Services manager on duty or Wardrobe (equipment inventory/distribution) as needed.
  • Supervise staff attendance, contacting staff as needed.
  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor’s degree or equivalent experience.
  • 1+ years administrative experience.
  • Strong proficiency in MS Office, including Word, Outlook, PowerPoint and Excel.
  • Knowledge of ABI, preferred.
  • Ability to effectively balance a diverse workload and prioritize workload in order to complete projects in a timely manner.
  • Strong organization skills and attention to detail.
  • Excellent interpersonal, written, and verbal communication skills.
  • Flexibility to work evenings, weekends, and holidays as needed.

Pay Range: $60k - $62k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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