Guest Experience Coordinator

Job Title: Guest Experience Coordinator

Department: Strategic Marketing & Business Operations

Supervisor: Sr. Manager, Guest Experience & Arena Operations

Job Classification: Non-Exempt

Job Type: Full Time

Summary:

Are you passionate about professional sports and creating unforgettable experiences? Do you thrive in fast-paced, dynamic environments and want to play a pivotal role in shaping how fans and engage with our brand? 

We’re on a mission to redefine what exceptional guest experiences look like, and we’re searching for a customer-centric team player to help us deliver on that promise. In this role, you will manage critical customer service functions, leverage data analytics to enhance operations, and ensure seamless in-game activations that connect fans to the Boston Celtics brand. If you’re ready to make a lasting impact and help shape the future of guest experience in professional sports, we want to hear from you.

Responsibilities: 

• Manage all fan-facing communication portals, including the Celtics Contact Us page and Customer Service inbox
• Serve as the primary point of contact for guest experience inquiries and issues
• Provide responsive, professional support to fans regarding ticket troubleshooting and wayfinding assistance
• Assist with logistical needs for postgame activations and fan engagement opportunities 
• Document and categorize customer inquiries to support trend analysis and process improvements
• Serve as point of contact for all in-game guest experience activations
• Manage Jumbotron Message submissions and scheduling
• Coordinate concourse tabling logistics and staffing needs for game night activations
• Perform arena game day checks to ensure operational readiness
• Review and escalate TD Garden game night incident reports
• Identify service, operational, and revenue-generating trends from customer interactions and operational data
• Present findings and actionable insights to management on a regular basis
• Use data-driven analysis to recommend enhancements to the fan experience and operational efficiency

Qualifications: 

• Bachelor's Degree from accredited college or university preferred
• 1-3 years of customer service experience preferred
• Previous similar experience in entertainment/sports/events is required
• Excellent verbal and written communication skills
• Interpersonal skills with the ability to create and maintain favorable relationships
• Ability to provide active listening and conflict management skills
• Ability to interact with other departments under many circumstances
• Ability to multi-task and adjust to rapidly changing business conditions
• Ability to work long/flexible hours, including evenings, weekends, and holidays

The expected range of annual salary/hourly rate and potential commission, if applicable, is included below. Where an employee or prospective employee is paid within this/these range(s) will depend on, among other factors, actual ranges for current/former employees in the subject position, market and industry considerations, budgetary considerations, tenure, performance, and standing with the company (applicable to current employees), as well as the employee’s/applicant’s background, pertinent experience, and qualifications.

Hourly Rate Range: $21.64 - $24.04 

Banner Seventeen, LLC is an Equal Employment Opportunity Employer. All employees and applicants for employment are afforded equal opportunity in every area of hiring and employment without regard to race, color, religion, creed, sex, pregnancy (and pregnancy related conditions), gender identity or expression, citizenship status, national origin, ancestry, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, familial status, status as a victim of domestic violence, military or veteran status, or any other category protected under applicable federal, state, or local law.

About Company:

Throughout the Boston Celtics’ storied history, they have long stood for equality and respect, including drafting the first African American player, hiring the first African American coach, and playing the first all-black starting five. The Celtics have won a record 18 NBA Championships spanning six decades, including eight in a row from 1959-1966, and winning their most recent in 2024. In addition, 52 former Celtics players, management, coaches, or staff have been inducted into the Naismith Memorial Basketball Hall of Fame. The team has been operating under local ownership since 2002.