Fan Experience Assistant

This is a Full Time Job

The Fan Experience Administrative Assistant supports the Fan Experience/Guest Services team in delivering a best-in-class, inclusive game-day and event experience. Assists with event prep, guest communications, wayfinding, ADA accommodations, and service recovery. Acts as a first-line resource at kiosks/desks and via phone/email/chat; logs incidents in CRM; coordinates with Ticket Operations, Security/EMS, Arena Operations, Game Presentation, and Corporate Partnerships.

Maintains supplies and signage, compiles post-event notes, and helps brief event staff. Assist Fan Operations staff by answering questions, addressing needs, and responding promptly to emails. Requires a hospitality mindset, accuracy under pressure, and availability for nights, weekends, and holidays during the NBA season.

What You'll Do
• Manage game-day logistics: including staff check-in, uniform distribution, and maintaining a clean and organized check-in space.
• Serve as a key point of contact for callouts and late notices, ensuring smooth communication between staff and management.
• Empower and support the team by identifying and acting on opportunities to improve the overall staff experience.
• Assemble event checklists, staffing sheets, maps, and guest-services kiosk materials. Prepare credentials/wristbands, signage, wayfinding aids, and assistive listening devices. Stage prearranged ADA accommodations (e.g., wheelchair escorts, companion seating). Distribute game notes (theme nights, promotions, VIPs, building alerts) to stakeholders.
• Staff guest services posts; answer fan questions; provide directions and mobile ticketing support.
• Enter clean data with correct categories/tags; assist with post-event summaries (top issues, response times).
• Liaise with Ticket Operations, Arena Ops, Security/EMS, Housekeeping, Game Presentation, Partnerships, and Community to resolve guest issues quickly.
• Other duties as assigned.

Who You Are
• High school diploma or GED required, associate’s or bachelor’s in Hospitality, Sports Management, Communications, or related field preferred.
• 1–2 years’ experience in customer service/event operations/hospitality; arena/stadium or large-venue experience a plus.
• Proficient in Microsoft Office (Excel, Teams, Word, Publisher, and Outlook). Ability to operate event management software and tracking tools.
• Excellent verbal and written communication skills. Professional, empathetic verbal tone; concise written updates; de-escalation and active listening.
• Basic ADA guest-accommodation awareness; familiarity with arena policies, radio etiquette, and emergency basics.
• Bilingual (e.g., Spanish/English) a plus.
• Detail-oriented and highly organized.
• Strong problem-solving abilities and adaptability.
• Effective time management and multitasking skills.
• Strong aptitude for working in fast paced environment.
• Must be able to work flexible schedules, including evenings, weekends, holidays, and special events. This includes events in Austin at the Moody Center.

Physical Requirements
• Stand/Sit/Walk for long periods of time and navigate an arena setting.
• Ability to move throughout premium areas (Terrace Suites, Charter Suite Clubs, Theater Boxes), including climbing stairs, walking long distances, and navigating crowded environments.
• Ability to lift, carry, push, or pull up to 25 pounds on occasion (e.g., assisting with light setup tasks or transporting materials).
• Comfort working in environments with variable lighting, noise levels, and crowds, typical of concerts, sporting events, and large public gatherings.

In every position, each employee is expected to: demonstrate alignment with SS&E’s core values and mission, collaborate with internal/external community members and demonstrate ongoing development.

If you don’t have experience in every single bullet above, no sweat – we still want to hear from you and encourage you to apply!

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained herein represent a guarantee of employment for a specific duration. Your employment with SS&E is “at will”, which means that either you or SS&E may terminate the relationship at any time.