Manager, Employee Experience
Atlanta Hawks
Atlanta, GAThis was removed by the employer on 2/25/2019 12:17:00 PM PST
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Full Time Job
Over the last three years, the leadership of the Hawks and Philips Arena have lead a dynamic turnaround of the franchise, on and off the court. Building on the 60-win season and Eastern Conference Finals appearance in 2015, the Hawks have relaunched the brand, increased sponsorship by 50%and doubled the season-ticket holder base. Ownership is committed to bringing a championship to Atlanta and recruited one of the architects of the Miami Heat's and Golden State's recent success as our new general manager.
At the same time, the ownership group led by Tony Ressler and Grant Hill set the focus on four key real estate development initiatives: build a new practice facility; acquire a G-League franchise; renovate and open State Farm Arena; and redevelop downtown surrounding the Arena. The Atlanta Hawks have made real progress on each of these four initiatives – entitling, breaking ground or completing each one. The franchise now has the physical assets to grow over the next several years and pivot from being a developer to an operator of these expanded enterprises.
As an operator, the team and arena encompass a broad range of individual businesses that need to work together to create an unparalleled guest experience – property manager, restaurateur, event promoter, parking operator, traffic coordinator, security provider, marketing partner, ticket seller, etc. Every year, the Arena hosts 1.5 million visitors, serves enough food and drink to be one of the biggest restaurants in Atlanta, manages five separate parking lots across downtown, and produces a range of events from basketball, concerts, family shows to corporate conferences.
At the Atlanta Hawks and State Farm Arena, our purpose is to serve our guests by creating memorable experiences. To achieve this purpose, we believe we must treat our employees the way we treat our guests. This role will play a significant part in bringing this to life, as we work to build a world class employee experience.
Key Responsibilities
Reporting to the Sr. Director of Guest & Employee Experience, the Manager of Employee Experience (MEE) will be responsible for creating, implementing, and continuously improving the employee experience for State Farm Arena Team Members. The MEE will exemplify the highest levels of our SMILE culture and be the champion of the employee experience. The person in this role will understand our Team Members' needs and strive to exceed them at every opportunity. A successful MEE will listen & learn from Team Members, represent their voices and be the most popular member of the leadership team. Additionally, the MEE will maintain a laser focus on providing Team Members the genuine care necessary to achieve greatness. They must be able to work collaboratively with other teams/departments in order to push initiatives from concept to execution.
Specifically, the MEE will be responsible for the following:
• Embody and live the core elements of SMILE every day in service of our Team Members (Southern Hospitality, Make a Moment, Individuals Matter, Listen & Learn, Empowerment)
• Serving our team members with Southern Hospitality to deliver an experience on par to that which our guests receive
• Partner with HR and other departments to develop and implement a rewards & recognition program for Team Members in the Guest Experience department
• Serve as a core member of the SMILE and leadership training team. Facilitate training and ''train the trainers''
• Read all guest survey feedback to identify and recognize staff SMILE moments
• Develop and implement strategies that demonstrate that each individual Team Member matters and are valued by the organization
• Partner with Building Operations to transform the Team Member areas into welcoming and inspiring environments
• Collect, create and maintain all content for the employee website, keeping it fresh and up to date weekly
• Greet and assist Team Members during employee check-in, ensuring an exciting and seamless arrival process
• Drive innovation in the employee experience space, transforming State Farm Arena into a model for other organizations to follow
• Partner with teams throughout the organization to standardize the team member experience for all departments (HR, Guest Experience, Security, Food & Beverage, Environmental, etc.)
Professional Experience, Qualifications and Education
• A Bachelor's degree with a preference for work experience in hospitality or service industries. Bonus: experience working at companies such as Disney, Chick-fil-a, Ritz Carlton, Target, Publix or other model customer service organization.
• An empathetic servant leader, with passion for serving others
• A bias for action, with the ability to work in ambiguous and changing environments with little direction.
• A performance driven individual, with a focus on delivering results and on maintaining the highest standards
• A creative thinker, with the ability to think big and work backwards to implement a vision
• Excellent communication skills and the ability to influence others to drive change
• Must be able to work non-traditional hours, including evenings, weekends, and holidays