Sr. Manager, Ballpark Experience & Operations

Are you interested in joining the Toronto Blue Jays  Ballpark Experience Team? This is your chance!

The Toronto Blue Jays are looking for a Senior Manager, Ballpark Experience & Operations

The Toronto Blue Jays are looking for a collaborative, service-oriented and operationally minded people leader to join our team and support the delivery of memorable experiences across Blue Jays home games, concerts and events. 

Reporting to the Director, Ballpark Experience & Operations, the Senior Manager, Ballpark Experience & Operations is responsible for leading the planning and execution of ballpark operations for Toronto Blue Jays home games, concerts and Rogers Centre events. Working within the Fan Experience & Concessions team, this role leads the full-time and part-time teams responsible for delivering safe, efficient, inclusive and memorable experiences for all fans from arrival through departure, including oversight of the Fan Services team and related service recovery functions. 

This includes providing leadership and operational alignment for Fan Services as a core part of the broader Ballpark Experience & Operations portfolio, with responsibility for ensuring fan feedback, service recovery, accessibility support and issue resolution processes are integrated into overall game day and event operations. 

The Senior Manager plays a key role in strengthening the game day staff experience, from recruitment and onboarding through training, scheduling, engagement, performance support and operational execution. This role also works closely with internal departments and external service partners to improve processes, policies, staffing models, accessibility practices, entry operations, premium experiences and overall fan experience standards.

Responsibilities 

• Lead the planning and execution of ballpark operations for Toronto Blue Jays home games, concerts and Rogers Centre events, ensuring experiences are safe, efficient, welcoming and fan-first 
• Oversee the end-to-end part-time staff experience for Ballpark Experience & Operations and Fan Services, including recruitment, hiring, onboarding, training, communication, scheduling support, engagement, performance conversations and retention initiatives
• Coach and develop full-time direct reports by setting clear goals, supporting growth opportunities and ensuring consistent accountability
• Provide operational oversight and strategic direction for the Fan Services team, including service recovery standards, fan issue resolution, feedback processes, accessibility support and alignment with broader Ballpark Experience & Operations priorities 
• Lead game day supervisors and support teams responsible for the on-site execution of part-time staff operations, including gate entry, ushering, accessibility support, premium support, fan services and other fan-facing operational areas 
• Plan staffing models, staff deployments, operational procedures, training needs, technology requirements and process improvements that support strong fan experiences, staff experiences and building operations. 
• Serve as a key on-site leader during games and events by supporting escalated fan or staff situations, making timely operational decisions and upholding service standards 
• Partner cross-functionally with Security, Facility Services, Box Office, Ticketing, Premium Experience, Promotions & Events, Hospitality/Concessions, Retail, BASE Operations, Accessibility and other internal stakeholders to align on operational plans and remove barriers to positive fan experiences
• Participate in and/or lead relevant committees and working groups, which may include accessibility, part-time people leadership, fan experience, premium experience, postseason planning and broader game day operations initiatives 
• Develop, implement and regularly review ballpark policies, procedures, training materials and communication tools so information remains accurate, accessible and easy for staff to apply 
• Manage and monitor departmental budgets connected to staffing, training, staff experience, reward and recognition, uniforms and other operational needs 
• Use fan feedback, staff feedback, incident trends and operational observations to identify opportunities for improvement and recommend practical solutions 
• Support staff events, engagement initiatives, recognition programs and other efforts that contribute to a positive and inclusive team culture
• Represent Ballpark Experience & Operations in planning for high-profile games, concerts, non-baseball events, postseason events and other special projects as required
• Perform other game day, event day or departmental responsibilities as assigned 

Qualifications 

• Minimum five years of experience in venue operations, sport/event operations, fan experience, hospitality, customer service leadership or a related field 
• Post-secondary education in sport management, business, hospitality, event management or a related field preferred, or equivalent work experience
• Previous people leadership experience required, including experience coaching direct reports and/or leading large part-time, seasonal or event-based teams 
• Ability to lead in a fast-paced, high-volume live event environment while remaining calm, solutions-focused and service-oriented 
• Strong operational planning skills, including experience building processes, developing staffing plans, assessing risk, managing competing priorities and adapting quickly when conditions change 
• Excellent relationship-building and communication skills, with the ability to inform, influence and align diverse internal and external stakeholders 
• Strong judgment, problem-solving and conflict resolution skills, including experience managing escalated fan, staff or operational situations 
• Commitment to service excellence, accessibility, inclusion and creating welcoming experiences for all fans and staff 
• Experience managing budgets, tracking expenses or providing input into financial planning considered an asset. 
• Proficiency with Microsoft Office programs required; experience with workforce management, scheduling, incident management, CRM or learning management platforms considered an asset 
• Knowledge of baseball, the Toronto Blue Jays, Rogers Centre and/or professional sport operations considered an asset
• Must be available to work Toronto Blue Jays home games, concerts and Rogers Centre events, including evenings, weekends and holidays as required 

Working Conditions 

• Work is performed in both office and live event environments, including concourses, gates, seating areas, service spaces and other areas of Rogers Centre 
• Role requires extended periods of standing, walking and moving throughout a busy ballpark during games and events 
• Must be comfortable working in environments with large crowds, loud noise, changing weather conditions, bright lights and high levels of activity 
• Schedule varies based on the Blue Jays home schedule, concerts, events and departmental needs 

Salary: The anticipated base compensation range for this role is $90,000 – $105,000. Actual base pay offered within this range may differ based on a range of factors, including individual experience, education, skills, and organizational needs.  

In addition to your base compensation, you will enjoy discretionary bonus opportunities, vacation entitlements, a comprehensive benefits package, and front office perks that reflect the excitement and community of working in baseball. 

Position Status: Vacancy 

What We Offer 

• A commitment to your development, growth, and success 
• Ongoing opportunities to build leadership and operational expertise 
• A unique opportunity to help shape the staff and fan experience at one of Canada’s premier live event venues
• A unique employment experience working for the only MLB team in Canada 

Toronto Blue Jays have a strong commitment to diversity, accessibility, and inclusion. Everyone who applies for a job will be considered. We encourage individuals from underrepresented groups to apply and join us in shaping the future of our club. Together, we will build a team that reflects the richness of the game and the communities that we represent.

Throughout the recruitment process, we are dedicated to working with candidates who have accessibility needs to ensure they have the necessary support to perform at their best. Questions regarding accessibility throughout the recruitment process can be directed to tbj.careers@bluejays.com.