Manager of Guest Experience at Charlotte Hornets

The Manager of Guest Experience is a dynamic, service-driven leader and strategic partner within the Hornets Sports & Entertainment (HSE) Guest Experience (GE) team. This role plays a critical part in elevating the Spectrum Center into a premier destination in sports and entertainment by delivering exceptional, memorable guest experiences. This leader will balance reactive guest recovery with proactive innovation—developing creative “Surprise & Delight” moments for both guests and team members. They will continuously evaluate and enhance processes to improve the overall experience for internal and external stakeholders. With a strong focus on professional development, the Manager will empower team members to bring authentic, energetic, and service-minded personalities to every interaction throughout their employment lifecycle. They will also prioritize coaching, mentoring, and developing both direct reports and supervisory leaders. As a culture carrier, this individual will champion the C.R.O.W.N. standards: Create a connection. Respond with purpose. Own the moment. Win every interaction. Now is the time to act. Core Values The Charlotte Hornets organization embodies the following core values • Integrity • Teamwork • Competitiveness • Candor • Accountability • Resilience Essential Duties and Responsibilities People Management • Partner with HR and recruiting teams to design and execute hiring events that attract high-energy, service-oriented candidates aligned with C.R.O.W.N. values. • Lead the selection and onboarding of Guest Experience Ambassadors, ensuring a strong and sustainable talent pipeline • Maintain optimal staffing levels to exceed event operational needs. • Support and deliver C.R.O.W.N. service training and onboarding programs, including “Welcome to the Four.” • Coach, mentor, and develop supervisors and team members to build a high-performing, engaged workforce. • Serve as a subject matter expert in workforce management systems (e.g., ABI MasterMind) to manage scheduling, payroll, labor costs, and reporting. • Collaborate in Arena People Leader meetings to share best practices, enhance team member experience, and support recognition initiatives. Operational Management • Partner cross-functionally with HSE departments to plan and execute seamless event-day operations. • Serve as the Guest Experience Point of Contact (POC) during games and events, leading frontline teams and supervisors. • Drive exceptional service delivery across key areas, including building exteriors, entry points, main concourses, and premium spaces. • Collaborate with arena leadership to improve ingress strategies, ensuring a fast, friendly, and efficient entry experience. • Oversee guest recovery efforts, VIP activations, and special event experiences. • Manage Lost & Found operations and ensure timely guest follow-up. • Oversee Sensory Rooms, Parent Rooms, Guest Experience Booths, and Kids Club activations. • Act as liaison with internal departments (Fan Experience, Ticketing, Partnerships, Community Impact) for event-day activations. • Maintain proficiency in operational platforms (e.g., ticketing systems, reporting tools, and internal software). Required Skills, Experience and Abilities To perform the job successfully, you should demonstrate the following competencies: • 3–5+ years of leadership experience in sports & entertainment, hospitality, retail, or a related industry. • Proven ability to lead and develop high-performing teams, including both hourly and salaried staff. • Strong communication and interpersonal skills with the ability to influence, collaborate, and build trust. • A people-first, solutions-oriented leadership style with a commitment to team success. • Strategic thinker with the ability to translate vision into actionable plans and measurable results. • Proficiency in Microsoft Office Suite, with the ability to analyze data and create impactful presentations. • Adaptability and flexibility in a fast-paced, evolving environment. • Ability to work a flexible schedule, including nights, weekends, holidays, and all Hornets home games and events. Preferred Qualifications • Bachelor’s degree in a related field, or equivalent combination of education and experience. • Demonstrated success in a Manager-level (or higher) leadership role. • Track record of driving performance, building strong team cultures, and achieving strategic goals. Additional Information This is a full time benefit eligible position. HSE is dedicated to creating and upholding a welcoming environment that celebrates diversity. HSE provides valuable benefits and competitive time off policies to help you and your family lead healthy, balanced lives. ...