SUMMARY

This position is responsible for leading all aspects of the event Usher team and operations, managing Security department technology, and providing support throughout the event lifecycle across all Pacers Sports & Entertainment (PSE) brands. This position will work events and a varied work schedule including evenings and weekends will be required. We're excited for you to join "The Team Behind the Team"!

ESSENTIAL DUTIES / RESPONSIBILITIES

• Serve as Manager of event Usher department, supervising usher supervisors and staff. Build and foster an environment of high morale, high performance, high employee retention, and dedication to PSE core values.
• Develop department scheduling and staffing model that ensures fairness and accurate staffing levels for events based on elements such as attendance and nature. The model should also deploy usher personnel to positions most aligned with their talents and skills.
• Lead the recruitment, hiring & training of event Usher personnel and supervisors in collaboration with the Human Resources department. Establish community relationships and talent pipelines.
• Develop and deliver department relevant training curriculum for general ushers and supervisors.
• Must accurately maintain time and attendance records as well as generate reports as needed for events to include payroll, incident reports, and any other assigned administrative duties.
• In collaboration with the Human Resources department, address employee relations issues through coaching/counseling sessions and maintaining detailed documentation of infractions. Additionally, working with the Human Resources department to keep account of employee medical accommodations and return-to-work protocols.
• Establish a process to garner and interpret team member feedback including but not limited to rookie (new hire) and veteran (1+ season) check-ins, event supervisor reports, etc.
• Maintain department technology (i.e. computers radios, ticket scanners, etc.) and communicate supply needs to Director, Safety & Security for procurement.
• Act as the Usher General Supervisor and/or Safety Director during selected events.
• Along with, and supporting the VP, Security and Event Services, build, develop, analyze and implement operational budgets and capital expense budgets for the Safety and Security area.
• Participate in meetings as the need arises to facilitate duties of position/support other departments.
• With the support of the Guest Experience team, participate in activities to ensure service standards relating to the guest experience are met.
• Coordinate event day operations, working closely with the Event Coordinator, as well as partners, ensuring needs are fulfilled and the usher department is event- day ready.
• Assist with emergency response, being aware of Pacers Sports & Entertainment emergency procedures as needed.
• Understand NBA/WNBA/G-League security directives and mandates and assist in ensuring PSE’s compliance during NBA/WNBA/G-League events.
• Have a full and complete understanding of the technology required to perform duties. Constantly learn and recommend new ways for technology to increase the effectiveness and efficiency of work.
• Participate in training & continuing education and attend professional conferences as needed to maintain current with needs of position.
• Must have the flexibility to work evenings, weekends, and holidays.
• Other duties as assigned.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• High school diploma or GED required.
• College or technical school preferred but not required.
• Two (2) to four (4) years’ experience in venue management including one (1) year of supervisory experience highly preferred.

LANGUAGE SKILLS:

• Excellent communication and interpersonal skills are an absolute requirement.
• Ability to read, analyze, and interpret instructions and reports.
• Ability to write reports and correspondences.
• Ability to effectively present information and respond to questions from PSE management and the public.

REASONING ABILITY:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret oral and written directions as well as building maps.
• Ability to manage stress and defuse potentially stressful situations.
• Ability to work well with patrons from varied backgrounds.

COMPUTER SKILLS:

• Experience and knowledge of MS Office products (Outlook, Excel, Word, etc)

PHYSICAL AND ENVIRONMENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a 10-key calculator, use a telephone, speak, hear, and write.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in Gainbridge Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

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, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.