Job Description

Oak View Group:

Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.
Overview:

We're seeking an experienced and passionate

Director, Fan Experience

to lead the development and delivery of exceptional fan-first service for all events at TD Coliseum, FirstOntario Concert Hall, and The Studio. This role ensures that every fan interaction reflects OVG's commitment to excellence, accessibility, safety, and community connection.

This role pays an annual salary of $80,000-$100,000 CAD and is bonus eligible

Benefits for Full-Time roles: Health, Dental and Vision Insurance, Pension matching, and Paid Time Off (vacation days, sick days, and 11 holidays)

This position will remain open until October 10, 2025.

Responsibilities:

Leadership & Strategy:

Lead the creation and implementation of a comprehensive fan services strategy that aligns with Oak View Group's brand and values. Lead and mentor an internal team of two Managers of Fan Experience, providing strategic direction, performance feedback, and ongoing professional development to ensure consistent service excellence across all fan touchpoints. Oversee and lead the recruitment, training, and managing of the Fan Experience team including supervisors, ushers, ticket takers, elevator attendants, accessibility staff, etc. Partner with other departments (Security, Events, Box Office, Marketing, Hospitality) to ensure seamless fan experience across the entire event journey.

Event Operations:

Oversee front-of-house operations during events, serving as the lead for real-time fan service management. Implement and maintain clear Standard Operating Procedures ("SOPs") for crowd flow, fan communication, conflict resolution, and accessibility support. Play an active and supportive role in emergency response situations, assisting with guest communication, coordination, and execution of venue safety protocols. Act as the on-site escalation point for service concerns, ensuring issues are resolved promptly and empathetically. Oversee the scheduling, shift assignments, and timekeeping processes for the part-time Fan Experience Team to ensure optimal staffing levels for all events.

Training & Culture:

Develop and deliver robust onboarding and ongoing training programs focused on hospitality, safety, diversity, and inclusion. Champion a proactive, empowered team culture rooted in accountability and care. Build and maintain fan feedback mechanisms to identify areas for improvement and celebrate wins.

Health, Safety & Accessibility:

Collaborate with the Operations and Security departments to ensure all procedures comply with OVG, municipal, and provincial standards. Lead the venue's accessibility and inclusion strategies to ensure the experience is barrier-free and welcoming for all.

Administrative & Reporting:

Manage departmental budget including staffing, uniforms, and supplies. Analyze fan feedback, incident reports, and survey results to continuously improve service standards. Participate in event planning meetings and post-event debriefs. Meet regularly with the Assistant General Manager | Vice President, Events to provide updates on department priorities, event feedback, staffing performance, and guest experience insights.

Qualifications:
Minimum 5-7 years' experience in guest services or front-of-house leadership within a large-scale venue, arena, stadium, or high-traffic public space. Demonstrated experience overseeing large teams and leading events with 5,000+ attendees. Proven ability to lead under pressure while remaining calm, diplomatic, and focused on guest satisfaction. Understanding of accessibility legislation (AODA), emergency procedures, and service excellence frameworks. Strong interpersonal and communication skills, including conflict resolution and coaching. Experience with an Incident Command System (ICS) is considered an asset. Experience with online scheduling software is considered an asset. Availability to work evenings, weekends, and holidays as required by the event calendar.

Strengthened by our Differences. United to Make a Difference:

At OVG, we understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our

people

, improves our

service

, and raises our

excellence

. Our success is rooted in creating environments that reflect and celebrate the diverse communities in which we operate and serve, and this is the reason we are committed to amplifying voices from all different backgrounds.
Equal Opportunity Employer:

Oak View Group is committed to equal employment opportunity. We will not discriminate against employees or applicants for employment on any legally recognized basis ("protected class") including, but not limited to veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law.