Guest Experience Manager

  Mission The Tampa Bay Buccaneers organization’s vision is to be the flag-bearer for Tampa Bay past and future, while driving the next generation of NFL culture. The Buccaneers aim to employ individuals whose professionalism and dedication align with our vision.       Position Description The Guest Experience Manager provides leadership, training, and operational oversight for the part-time Guest & Member Relations gameday staff and supports broader guest experience initiatives across Raymond James Stadium. This role is responsible for building, training, motivating, and inspiring a best-in-class gameday staff that consistently delivers a world-class fan and guest experience. A successful candidate will be a dynamic and charismatic communicator who can effectively engage, train, and influence a wide range of team members, including Buccaneers gameday staff, internal departments, and stadium partners. This individual must be comfortable leading in front of groups, energizing teams around service expectations, reinforcing standards, and creating a culture of accountability, pride, and hospitality. Reporting to the Ticket Sales & GMR Operations Senior Manager, this role manages recruiting, onboarding, training, scheduling, and gameday operations for more than 140 part-time staff, while partnering closely with internal departments and stadium partners to ensure consistent service standards across Buccaneers games and non-Buccaneers events. The Manager also supports guest communications, resolves escalated guest issues, and uses guest feedback and operational insights to continuously improve the fan experience.       Essential Functions Customer Service Training & Culture Development Develop, execute, reinforce, and continuously enhance the annual Difference Makers customer service training program, ensuring full-time, part-time, and partner staff understand and deliver against established service standards. Serve as a key facilitator and culture-carrier for the Difference Makers initiative, bringing energy, credibility, and consistency to training sessions and service reinforcement efforts. Partner with internal teams and stadium partners to deliver ongoing training sessions, skill reinforcement, service huddles, and recognition programs that drive a culture of excellence and accountability. Create training materials, talking points, scenarios, and facilitation tools that help staff understand not just what to do, but how to create positive and memorable guest interactions. Monitor and measure staff performance relative to training objectives, providing coaching, feedback, and recommendations for continued improvement. Identify service trends, training gaps, and opportunities to better prepare staff for high-volume, high-pressure gameday environments. Team Leadership & Staff Management Lead recruiting, hiring, onboarding, training, and ongoing development for a best-in-class part-time Guest & Member Relations gameday staff. Serve as a highly visible and engaging leader who can inspire, motivate, and coach gameday staff to deliver exceptional guest service. Develop and deliver impactful training sessions that are interactive, memorable, and aligned with Buccaneers service standards and guest experience priorities. Manage scheduling and staffing for gamedays, Buccaneers events, and non-Buccaneers events to ensure appropriate coverage and operational efficiency. Oversee the daily operations of Guest & Member Relations gameday staff, including attendance, logistics, proposals, and staffing plans. Guide staff in proactive guest engagement and effective issue resolution to enhance the fan and member experience. Collaborate with Ticket Sales & GMR Operations Senior Manager and Human Resources to address performance concerns and execute disciplinary actions, including termination when necessary. Event & Operational Management Coordinate staffing and execution of non-Buccaneers events for our Luxury Suite & Premium members, including hiring, training, preparation, and event day management. Collaborate with other gameday staff managers to support recruitment, training, and development for all part-time gameday personnel. Ensure all operational elements—proposals, logistics, purchasing, and communications—are executed efficiently and consistently. Guest Communications & Experience Oversight Serve as the point of contact for all non-Member fan and guest inquiries, providing timely responses via phone, email, and other communication channels. Maintain and develop collateral, digital tools, websites, and app content to communicate important guest experience information. Monitor and improve guest interactions to ensure a consistently high level of service across all touchpoints. Data, Reporting & Metrics Monitor guest experience metrics across gameday operations, training programs, and communication channels to assess performance and identify improvement opportunities. Provide insights and recommendations to leadership based on trends in guest feedback, staff performance, and service outcomes.       Management Responsibilities Employee is responsible for managing and directing the work of its employees. Employee is also responsible for staffing the department and the management of employee performance, including hiring appropriate staff, conducting regular performance reviews and, if necessary, terminating staff in conjunction with human resources. Employee is expected to regularly exercise discretion and independent judgment.       Skills & Abilities Strong written and verbal communication skills Strong decision-making and problem-solving abilities Ability to collaborate effectively with cross-functional teams Skilled in conflict resolution and constructive feedback Ability to prioritize tasks and meet deadlines Ability to motivate and develop team members Critical thinking and sound judgment Ability to identify process improvements Strong service orientation and relationship-building skills Ability to manage multiple projects simultaneously Flexibility in a fast-paced, changing environment       Experience & Education A bachelor’s degree or commensurate work experience Two to three years of project management, customer service or marketing experience       Technical Knowledge Proficient with computers and standard office software Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook) or comparable tools Skilled in preparing reports, spreadsheets, and presentations Comfortable learning and navigating new systems or applications       Additional Technical Knowledge Working knowledge of Archtics ticketing system, Microsoft Teams, and Trello or similar project management software preferred       Work Environment Extended evening, weekend work hours sometimes required May have to work occasional holidays Must be comfortable working in a high intensity setting, meeting tight deadlines and delivering quality results Required to work all home games Required to drive company vehicle, personal vehicle, or golf cart       Physical Fitness Standards Computer and desk work a significant part of daily activities Sitting, standing, working with hands for extended periods of time Must be able to lift up to 20 pounds at times Must be able to perform occasional physical tasks, which may include working outdoors for extended periods in varying weather conditions, including extreme heat       Equal Opportunity Employer Buccaneers Team LLC (the “Club”) provides equal employment opportunities to all individuals, regardless of race, color, religion, sex, national origin, marital status, disability, age, military status, genetic information, sexual orientation, gender identity, or any other status protected by applicable federal, state, or local law.       Disclaimer This job description is intended to set forth the core functions required for this position and describe the general nature of the work performed by employees in this position. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Employees may be assigned additional responsibilities as necessary. The Club reserves the right to revise this job description at any time and to require employees to perform other tasks if there are changes to circumstances or conditions of the Club’s business, competitive considerations, or the work environment.       Accommodations Employees must be able to perform the essential functions of this position satisfactorily. The requirements set forth herein are representative of the duties, knowledge, skills, and/or abilities required. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions. Offers of employment are contingent on successful completion of a background screening.       At-Will Employment The position covered by this Job Description is expressly declared to be “at will,” meaning the Club has the right to terminate the employee’s employment at any time, with or without cause. Any written or oral promises or representations to the contrary are expressly disavowed and should not be relied upon by any employee.       Privacy Notice Any personal information that you provide to the Club as part of the recruitment process may be held and processed for the purposes of your registration, application and potential selection and in connection with any subsequent employment or placement at the Club. That data may be retained and further processed for the purposes of matching your skills and qualifications to future positions, identifying you as a potential candidate for future positions, to inform you of future positions, and analytics related to the Club’s recruitment practices. If you are selected for the opportunity for which you apply, your personal data may be used for the purposes of entering into a relationship with the Club, including sending you correspondence or general information relating to employment. Your personal data may be disclosed to Club affiliates and to third-party organizations providing services to the Club. Your personal data will be retained in accordance with the Club’s document retention policies and applicable laws.