Player Care Coordinator at Cleveland Browns

Position Summary The Player Care Coordinator is responsible for designing, coordinating, and executing the club's friends‑and‑family program for players, coaches, and football staff. This role manages credentials, tickets, game‑day access, and communications to ensure a professional, secure, and positive experience for guests while supporting the team's overall operational efficiency and brand standards. Key Responsibilities Friends & Family Program Management • Develop, implement, and maintain the team's friends‑and‑family policies, procedures, and best practices in alignment with NFL rules and team security protocols. • Collaborate and support our Director, Managing Partner Operations with operations pertaining to our Stripes United program. • Serve as the primary point of contact for players, coaches, and staff regarding friends‑and‑family benefits (tickets, passes, events, etc.). • Maintain accurate databases of approved friends‑and‑family contacts, preferences, and access levels. • Drive innovation for our programming and create opportunities to better support our friends & families. Game Day & Event Operations • Coordinate all friends‑and‑family logistics for home and away games, including: • Ticket allocations and distribution • Credentialing and field/club access (where applicable) • Parking assignments and directions • Pre‑ and post‑game hospitality areas • Communication related to injury (when applicable) • Work closely with Stadium Operations, Security, Ticketing, and Guest Services to ensure seamless entry, movement, and experience for guests. • Manage check‑in/check‑out processes for designated friends‑and‑family locations on game days. • Support special events (training camp days, scrimmages, playoff games, team functions, draft events, Saturday walkthroughs, etc.) involving friends‑and‑family attendance. Communication & Relationship Management • Proactively communicate timelines, processes, and expectations to players, coaches, and staff regarding guest lists, deadlines, and policies. • Serve as a high‑touch liaison for family members and key personal contacts, fielding questions and resolving issues professionally and confidentially. • Coordinate with Player Engagement and Community Relations to integrate families into team initiatives, community events, and educational programs as appropriate. Player Onboarding • Ensure family services are shared with player during onboarding process. Administration & Reporting • Monitor budgets related to friends‑and‑family activities, events, and ticket blocks. • Analyze usage trends and feedback to recommend improvements, efficiencies, and enhanced experiences. Qualifications Education & Experience • Bachelor's degree in Sports Management, Hospitality, Event Management, Communications, Business, or related field preferred. • 3+ years of experience in sports team operations, event/hospitality management, premium guest services, or player/family liaison roles; NFL or major league experience strongly preferred. Skills & Competencies • Exceptional organizational and project‑management skills; proven ability to manage multiple concurrent events and deadlines. • Strong interpersonal and communication skills (written and verbal), with the ability to interact effectively with high‑profile individuals and diverse personalities. • Calm, professional demeanor under pressure; adept at problem‑solving and conflict resolution in real time. • High level of discretion, integrity, and professionalism in handling confidential and sensitive information. • Comfort and experience working in a fast‑paced, event‑driven environment with non‑traditional hours. Core Attributes • Service‑oriented mindset with a focus on creating a first‑class experience for families and guests. • Team‑first attitude and willingness to assist across departments when needed. • Detail‑oriented, proactive, and adaptable; able to anticipate needs before they arise. • Culturally competent and inclusive in engagement with players, families, and guests from diverse backgrounds. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.