Our Purpose:

We are building a championship organization that serves our fans, community and business partners through world class sports and entertainment. We believe that Winning Matters, our Fans come first, with risk comes reward, great teams can achieve unimaginable results, honoring the Pacific Northwest is our duty and driving the business is our responsibility.

Located at Seattle Center in the heart of Seattle’s Uptown Neighborhood, Climate Pledge Arena offers a truly unique and intimate experience for the newest NHL franchise, the Seattle Kraken, WNBA’s Seattle Storm, concerts, and other entertainment events, while preserving the historic nature of Seattle Center and its surroundings. This project is a completely new arena beneath its existing historic-landmark roof. Climate Pledge Arena opened October 22, 2021.

Position Summary:

The Director of Guest Services is the gatekeeper for providing a world class entertainment experience. Responsible for the developing and executing all Guest Service plans for all arena events. This person will provide exceptional client services support in the planning, organization, and management of the Guest and Employee experience within the arena.

Essential Duties & Responsibilities:

• Manages the performance, service, and interaction of the Guest Services Manager and Specialist to include internal departments, service providers, and guests.
• Manages the guest service and interactions of roughly 200 guest services representatives before, during and after assigned events for approximately 100 events annually.
• Leads the hiring, onboarding, training, supervisory, disciplinary, and evaluation process for all Guest Services Representatives at Climate Pledge Arena including supervisors and guest assistance, entry, and access services.
• Determines and refines the processes, procedures, and systems for guest inquiries, feedback, and complaints, and works closely with all departments and lines of business to address guests both proactively and reactively.
• Establishes and manages the Guest Services Department communications including phone, email and live chat/text line on a daily basis and determines tracking methods to identify trends.
• Provides resolution to escalated guest complaints or concerns during games, concerts, and special events.
• Leads the overall development and delivers training for the Guest Services Department.
• Assists in the overall training, orientation, recognition, and appreciation program initiatives for all event staff to ensure consistency in service and venue knowledge across all levels of the venue.
• Creates and standardizes the processes and procedures for staff file maintenance, scheduling, uniforms, preparation of event materials, and other administrative duties associated with the oversight of event staff with input and assistance from the Guest Services Manager and Guest Services Specialist.
• Develops and maintains effective working relationships with clients, partners and all stakeholders.
• Ensures the highest levels of service by identifying and communicating solutions to service challenges and opportunities to Arena Management and leadership.
• Creates and drives recognition and appreciation initiatives for event staff to ensure consistency in services and venue knowledge across all levels of the venue.
• Manages the growth and expansion of guest service initiatives as identified.

• Establishes new standards of customer service by working with departments in the facility
• Develops & maintains effective working relationships with clients, partners & stakeholders
• Administers and oversee procedures and policies are implemented & executed

Required Experience & Qualifications:

• 7+ years’ experience in large sports and/or music entertainment management and production.
• Bachelor’s degree in Sports/Event Management, Business or an equivalent combination of education and experience in field.
• Proven ability to think strategically with a willingness to roll up sleeves and execute on projects.
• Must be adaptable with the ability to work under pressure to meet deadlines.
• Strong verbal and written communication skills, with an expert ability to present and communicate new ideas and concepts.
• Extremely organized and detail oriented, resourceful, quick learner and able to handle multiple projects simultaneously.
• Exceptional experience in leading, motivating and developing employees
• A high degree of personal integrity and consistently put the interests of the organization first
• Strong ability to support creative ideation to enhance brand equity while supporting company culture, values and objectives.
• Must be a fierce communicator and cross-organizational collaborator.

Preferred Experience & Qualifications:

• Operation experience with large-scale events in a stadium or concert setting of a similar size (18,000 seats) is highly desirable
• Experience working with Labor Unions

Working Conditions:

• Minimal Travel (
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required
• Frequent bending, lifting 15-20 pounds, sitting, exposure to multiple external elements, extensive walking through the building

Compensation:

• In accordance with the Washington State Equal Pay and Opportunity Act, the expected base pay range for this position is $110,000-$140,000 annually. Actual base pay will depend on employee’s experience and other job-related factors permitted by law.
• This is an exempt role
• We believe it takes a great team to build an award-winning organization. As an impactful member of the team, this role is bonus eligible.

Benefits & Perks:

• Company-paid medical, dental, and vision insurance, including premiums for eligible dependents enrolled in the plans
• Company-paid life insurance and short- & long-term disability insurance
• 401k (pre-tax and Roth) with Company match up to 4%
• Kraken ticket stipend and employee only pre-sale opportunities to non-Kraken events
• Monthly cell phone stipend
• Annual wellness stipend for mental & physical health
• 10 vacation days, 3 personal holidays, and accrued sick time
• Minimum 11 paid holidays per year
• Paid parental leave
• Company-paid Orca, local transit card
• Corporate office located at Climate Pledge Arena; complimentary garage parking offered
• Employee meal perks
• Company-paid employee assistance program and Headspace subscription
• Company-wide recognition platform
• Flexible spending accounts and voluntary accident, critical illness, and hospital indemnity insurance available
• Discounts at the Kraken Team Stores, Kraken Community Iceplex, 32 Bar & Grill, and other partners

Our Commitment to Diversity, Equity, and Inclusion in Hiring:

Climate Pledge Arena aspires to write a new playbook in sports and entertainment that includes everyone. In alignment with this vision, if you don’t meet every job requirement listed—or if you haven’t worked in the industry or are still learning about the industry—we still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is ‘Make Us Better’ and we recognize diversity, equity and inclusion as a critical business strategy.

If you’d like to request an accommodation in the application or interview process, please let us know by emailing: jobs@climatepledgearena.com .

Seattle Hockey Partners, LLC and Seattle Arena Company, LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or any protected category prohibited by local, state or federal laws.