Manager, Guest Experience

The San Diego Padres are hiring a Manager, Guest Experience to lead and oversee Guest Services Captains and Representatives and ensure best-in-class guest service at Petco Park. The role focuses on communicating and achieving guest experience goals while managing event operations, staffing, and service standards across ballpark locations.

• Supervise event staff (Guest Services team leaders, captains, representatives, wardrobe staff) through training, coaching, counseling, discipline, and recognition.
• Ensure union scheduling guidelines are met and review/approve event staffing templates for baseball and non-baseball events.
• Develop, implement, and maintain training programs for part-time event staff, including annual ballpark-wide Guest Services training and new hire orientation.
• Oversee guest services operations across ballpark entries, vertical transportation points, seating bowl, and other assigned interior locations.
• Manage Padres Wardrobe Room operations including staffing, purchasing, uniform/equipment inventory, distribution/collection, maintenance, and security.
• Coordinate disability resources (e.g., ASL interpreters) for Petco Park events.
• Manage department communications on the Team Member website and document/resolve guest feedback via the CRM database.
• Maintain operational documentation including daily event/inventory logs, event staff operational manual, and lead pre-shift meetings.
• Support budget planning and staffing best-practice modules to ensure appropriate service levels and coverage.
• Serve as first point of contact for potential workers’ compensation injury reports for department event staff.
• Approve timecards and oversee recruitment, hiring, reporting, attendance/availability tracking, and related personnel documentation.
• Represent the department at business functions and continuously evaluate/improve policies, amenities, and service delivery.

• Must be at least 18 years of age by start of employment.
• Bachelor’s degree (4-year) in Business, Hospitality, Sports Management, or closely related field.
• Minimum 3 years of experience in a high-volume customer service environment, including at least 1 year in a supervisory role.
• Minimum 3 years of facility management experience, preferably in a union environment; experience supervising union staff and working within a Collective Bargaining Agreement.
• Experience with timecard/payroll management and knowledge of California labor laws.
• Proficiency with MS Office (Word, Excel, Outlook) and general office equipment.
• Strong written and verbal communication skills; collaborative and respectful working style.
• Excellent time management and organizational skills; ability to multitask and manage deadlines.
• Professional demeanor with discretion, integrity, accountability, and reliable attendance.
• Fluently bilingual English/Spanish is a plus.
• Ability to meet physical requirements including prolonged movement/access throughout the ballpark and lifting up to 25 pounds.
• Must successfully complete post-offer, pre-employment requirements including a background check.

• Full-time, exempt role.
• Flexible schedule required, including evenings, weekends, Padres home games, special events, holidays, and extended hours as needed.
• Travel as needed.
• Benefits may include medical, dental, vision, 401(k) with employer match and Safe Harbor contribution, life insurance options, pet insurance, generous PTO and holidays, paid employee parking, onsite barista service, employer-provided game tickets, onsite experiences, ballpark discounts, smart casual dress code.
• Work from home Fridays during the off-season and when the team is on the road (as stated).