SUMMARY:

The Washington Nationals are seeking a passionate, experienced, and proactive Executive Director of Ballpark Experience to evaluate, implement, and evolve the comprehensive ballpark fan experience. This position, reporting to the Senior Vice President of Ballpark Operations, will serve as a central figure in championing the perspectives of both fans and frontline employees throughout the organization. Collaborating closely with the SVP and other members of Ballpark Operations, this newly established role is instrumental in realizing our vision of delivering unparalleled customer experiences from door to door. With a focus on thought leadership and stakeholder collaboration, the Executive Director will ensure that our strategies and initiatives set the standard for fan and team member engagement.

Essential Duties and Responsibilities:

 Strategy & Leadership

• Lead the Ballpark Experience team by bringing innovative ideas, listening to feedback from fans, team members, and third-party partners, and developing actionable solutions to enhance the fan experience
• Working closely with the Business Strategy and Analytics Department, conduct continuous analysis of fan, guest, and customer experiences and leverage key findings to drive improvements throughout the organization
• Design, develop, and execute innovative fan experience solutions. Establish benchmarks and metrics for success, ensuring continuous tracking and implementation of feedback-driven changes.

 Team Service Management

• Serve as the ultimate leader of the Nationals Team Service platform, guiding a diverse team of both full-time and part-time frontline employees.
• Build and maintain relationships with various Team Service partners to ensure service buy-in and strengthen relationships
• Develop strategies that capitalize on their strengths, fostering real-time improvements during events.
• Ultimately responsible for developing and executing a comprehensive Team Service training program for Nationals Park, to include:
  • Comprehensive preseason training strategy and materials
  • Year-round training and development
  • Review of service culture through secret shoppers and experience audits
• Yearly review of all service-related material spearheading edits and production
• Ensure all game day staff are in compliance with Nationals established service principles and training guidelines

Food Service & Retail Management

• Provide support to the food service and retail teams, including but not limited to third-party relationships
• Oversee all aspects of season planning and event preparation in the food service and retail departments to ensure maximum readiness
• Collaborate with third party vendors to maximize efficiencies and fan experiences within their realm
• Develop and maintain strategies to constantly identify opportunities to improve operational performance

 Guest Experience Management

• Oversee Nationals Park Guest Experience leadership staff on a daily basis
• Spend significant time interfacing directly with employees and establish positive relationships
• Review work place environment and put plans in place to ensure team member satisfaction
• Provides resolution to escalated guest complaints or concerns during games, concerts, and special events as necessary

Other

• Executive Communication: Craft relevant, actionable communications for organizational leaders.
• Other duties as assigned.

Requirements:

Minimum Education and Experience Requirements

• Bachelor’s Degree in Hospitality, Business Administration, Sports Management, or a related field.
• At least twelve years of increasing responsibility in fan experience
• Prior development of customer service/fan engagement strategies
• Large venue experience (i.e. stadiums, arenas, etc.)

Knowledge, Skills, and Abilities necessary to perform essential functions

• Passion for driving continuous improvement, optimization, and innovation
• Excellent leadership, communication, collaboration and project management skills
• Demonstrated experience integrating cross functional teams to design and deliver solutions
• Effective delegation of projects/tasks to various team members
• The ability to influence, negotiate and gain commitment at all organizational levels
• Ability to manage multiple work streams simultaneously across different business disciplines
• Effective verbal and written communication and presentation skills; ability to interact with people of all different levels and backgrounds
• Understands need for data integrity and pays attention to maintaining accurate and timely data
• Ability to manage several complex projects simultaneously while working under pressure to meet deadlines
• Computer proficiency and technical aptitude with the ability to utilize Microsoft Office
• Ability to meet deadlines under pressure and/or frequently deal with difficult issues related to people or situations
• Uphold Core Values: Excellence, Performance, and Accountability. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports.  It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction – Together.

 Preferred Skills and Experience:

• Team and/or sports experience
• Knowledge of MLB policies and procedures

Physical/Environmental Requirements:

• Office: Working conditions are normal for an office environment.
• Gameday: Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights.  Employee will be exposed to inclement weather of varying degrees.  While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds.
• Hours will require weekend and evening work with the expectation that this individual will work all Nationals home games and major ballpark events, as determined by the SVP of Ballpark Operations.