Business and Programs Manager

This is a Full Time Job

Manager, Business & Programs (Cleveland Monsters Practice Facility)

JOB SUMMARY:

The Business and Programs Manager leads the day-to-day commercial programming, booking, outreach, and administrative coordination of the Cleveland Monsters Practice Facility in Strongsville, Ohio, the current practice facility of the Cleveland Monsters. The facility includes approximately 94,000 square feet, two sheets of ice, multiple locker rooms, hospitality space, and parking, and supports Monsters hockey operations along with AAA, high school, youth, and community programming. This role is responsible for youth hockey and community outreach, event and party booking, ice rental revenue optimization, other youth sports programming (i.e.- basketball, volleyball, baseball, kickball, laser tag, cornhole, etc.) schedule oversight, customer management, and collaboration with the REG sales team on building signage and related sponsorship inventory. The strongest candidate will be organized, service-minded, and commercially driven, with the ability to build community relationships while also increasing utilization and revenue. Success in the role requires strong execution across outreach, scheduling, event booking, youth hockey engagement, signage sales collaboration, and customer experience so the facility remains active, professional, and financially productive throughout the year.

This role is based on-site at the practice facility in Strongsville and requires regular interaction with internal staff, user groups, community partners, and guests. Evening, weekend, and holiday work will be required based on the facility calendar, events, camps, parties, and community programming needs.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Programming, outreach, and schedule management
• Support the creation, oversight, and day-to-day administration of the facility master calendar across two ice sheets and related programmable spaces, including Monsters use, camps, clinics, Barons AAA, youth hockey, high school hockey, parties, and community rentals.
• Lead outreach efforts with youth hockey organizations, leagues, teams, schools, and community groups to build relationships, grow participation, and increase recurring facility use.
• Develop and coordinate events, parties, clinics, and other public-facing programs designed to drive building activity, customer engagement, and incremental revenue.
• Help identify underutilized time blocks and implement strategies to maximize ice time rental revenue, improve schedule efficiency, and increase repeat bookings across prime and non-prime hours.
• Maintain accurate schedules, booking records, contracts, waivers, and customer files required to support smooth daily facility operations.

Business development and revenue generation
• Drive revenue growth by helping sell and administer ice rentals, parties, camps, clinics, community events, and other facility-based programs.
• Work in collaboration with the REG sales team to support the sale and fulfillment of building signage, in-facility advertising, and related sponsorship assets.
• Assist in the development and execution of new programming opportunities, including youth hockey sessions, girls hockey initiatives, seasonal camps, skills development offerings, and community-based events.
• Track booking activity, participation, revenue trends, and customer demand, and provide regular reporting and recommendations to facility leadership.

Customer and user group management
• Serve as a primary day-to-day contact for youth hockey groups, renters, party clients, camp participants, community partners, coaches, and families using the facility.
• Manage inbound inquiries, event leads, booking requests, customer follow-up, and issue resolution in a professional, responsive, and service-oriented manner.
• Help retain recurring user groups by ensuring clear communication, strong service, accurate scheduling, and consistent follow-through throughout the season.
• Support open houses, special events, and public-facing activations that strengthen community awareness and help position the building as a year-round hub for hockey and recreational activity.

Administrative and operational support
• Provide administrative support for the General Manager and facility leadership team, including reporting preparation, document management, meeting coordination, and workflow follow-up.
• Help manage invoices, deposits, payment tracking, participation records, and other program-related administrative processes tied to bookings and events.
• Coordinate closely with the Facility Operations Manager and front-line staff to align daily schedules, room assignments, event needs, and program readiness.
• Assist with operational communication tied to weather issues, schedule changes, facility notices, and program updates.

Program execution and experience quality
• Support on-site execution of events and programs, ensuring registration, participant flow, signage, room access, customer service, and overall event presentation standards are met.
• Monitor customer feedback and recommend improvements to increase program quality, retention, and overall facility experience.
• Help ensure programming reflects REG priorities related to hockey development, community engagement, brand activation, and sustainable revenue growth.

REQUIRED QUALIFICATIONS:
• Bachelor's degree in sports management, business, marketing, recreation management, hospitality, or a related field preferred.
• 3 or more years of experience in program management, sports business operations, event coordination, facility administration, sales support, or customer-facing business development.
• Strong organizational skills with the ability to manage schedules, event logistics, customer communication, and multiple deadlines at once.
• Experience providing high-level customer service and building relationships with youth sports groups, community organizations, and business partners.
• Strong written and verbal communication skills.
• Proficiency with business software, calendar systems, spreadsheets, and reporting tools.
• Willingness to work nights, weekends, and select holidays based on programming and event schedules.

Preferred Experience
• Experience in youth sports, hockey, recreation programming, or multi-use sports facility operations.
• Familiarity with ice scheduling, camp administration, rental coordination, party booking, and seasonal amateur sports programming.
• Experience supporting revenue-generating programs, signage or sponsorship coordination, community events, or facility-based business development initiatives.
• Exposure to participant communications, sponsor activation, and sales collaboration in a sports or entertainment environment.