Title: Vice President, Fan Experience
Location: Baltimore Orioles | Oriole Park at Camden Yards – Baltimore, MD
Reports To: SVP, Operations & Guest Experience
FLSA Status: Salary, Exempt
Salary: $190,000 - $210,000
Position Overview:
The Vice President, Fan Experience will champion the perspective of Orioles fans in the decisions that shape their experience at Oriole Park at Camden Yards. This leader will set the strategy for a welcoming, enjoyable, and easy-to-navigate ballpark experience and lead the teams and operating partnerships responsible for delivering it.
Overseeing guest experience, concessions, and retail, the Vice President will lead and develop a team of leaders, establish clear priorities, and empower employees to deliver exceptional service. Through direct engagement with fans on gamedays and throughout the year, and close partnership with Strategy & Analytics, this executive will translate fan perspectives and analytical findings into sustained improvements in service, quality, choice, and value. The role combines hospitality leadership with responsibility for the financial performance of concessions and retail, aligning responsible business management with experiences fans value.
Key Responsibilities:
Strategy, People & Culture Leadership
- Set and communicate a comprehensive fan experience strategy across MLB games, concerts, and community events at Camden Yards, translating that strategy into clear priorities and plans for department leaders and operating partners.
- Lead, engage, and develop the leaders responsible for guest experience, concessions, and retail, with clear responsibilities and accountability for fan, people, operational, and financial outcomes.
- Set service expectations and ensure leaders equip full-time and event-day teams, including ushers, greeters, and fan ambassadors, through effective training, coaching, recognition, and accountability.
- Empower leaders with clear decision-making authority, resources, and coaching, holding them accountable for results while supporting their ability to lead their teams.
- Build leadership capability and succession plans through thoughtful hiring, ongoing feedback, professional development, and opportunities for growth.
- Foster a culture in which employees understand their contribution to the fan experience, feel comfortable raising concerns and ideas, and are recognized for exceptional service.
Fan Experience & Operational Leadership
- Own and continuously improve the end-to-end fan journey, including arrival, entry, concessions, seating, merchandise, staff interactions, and departure, with an emphasis on ease, enjoyment, and consistent service.
- Serve as the voice of the fan across the organization and with external partners, ensuring fan perspectives inform operating decisions, service priorities, and investment recommendations.
- Lead guest experience, concessions, and retail through accountable department leaders and operating partners, with a focus on hospitality, quality, value, accessibility, and service excellence.
- Champion ADA compliance, inclusivity, family-friendly initiatives, and local cultural representation throughout the guest experience.
- Work through department leaders and operational partners to improve wayfinding, crowd flow, staffing deployment, and service recovery, ensuring teams have clear expectations and the support to deliver.
- Lead relationships with third-party concessions, merchandise, and other fan-facing service providers, establishing clear service expectations and holding partners accountable for agreed fan experience and financial outcomes.
- Guide continuous improvement by bringing together fan feedback, frontline observations, industry trends, and benchmarking, and ensuring leaders act on the most meaningful opportunities.
Food, Beverage & Retail Experience
- Maintain P&L responsibility for concessions and retail merchandise operations, aligning business plans and operating decisions with fan experience priorities and the Club’s financial objectives.
- Lead continued improvement in food, beverage, and merchandise offerings, working with operating partners to strengthen quality, choice, value, and convenience; reflect fan preferences and dietary needs; cultivate local partnerships; and enhance premium hospitality.
- Evaluate pricing and promotions with attention to perceived value, options across a range of price points, and the overall cost of a ballpark visit.
- Ensure leaders and operating partners manage expenses, staffing, inventory, and operating plans responsibly, matching resources to fan demand to improve availability, reduce waits, and maintain quality and service standards.
- Partner with Finance on budgets, revenue forecasts, operational reporting, and investment recommendations that support a consistently strong fan experience and responsible financial management.
Fan Engagement, Insights & Continuous Improvement
- Engage directly with fans on gamedays and throughout the year, listening to their experiences and perspectives to understand what matters most and where the Orioles can improve.
- Maintain a visible, approachable presence throughout the ballpark, connecting with fans and frontline staff to understand the experience firsthand and inform leadership decisions.
- Partner with Strategy & Analytics, which leads analysis, to interpret findings from existing postgame surveys, fan feedback, and operational and financial data, combining those findings with direct fan engagement to identify improvement priorities.
- Work with Strategy & Analytics and operating partners to assess satisfaction, perceived value, wait times, product availability, service recovery, and financial performance, evaluating business results alongside the experience delivered to fans.
- Translate fan perspectives and analytical findings into clear priorities for department leaders and operating partners, assigning ownership and ensuring implementation and follow-through across staffing, service delivery, processes, and offerings.
- Partner with Strategy & Analytics to communicate fan experience and business performance to executive leadership, highlighting progress, recurring concerns, improvement priorities, and investment opportunities.
Cross-Functional Leadership & Collaboration
- Partner closely with Marketing, Ticket Sales, Sponsorship, Community Engagement, Baseball Operations, and Ballpark Operations to establish shared fan experience priorities and resolve barriers to delivering them.
- Bring fan perspectives into cross-functional planning and investment discussions, supporting efforts that strengthen fan engagement, loyalty, and connection to the Orioles.
- Represent the Orioles in league, industry, and professional forums focused on innovation, guest experience, and best practices in sports and entertainment.
Qualifications:
- 10+ years of progressive leadership experience in fan experience, venue operations, food and beverage, hospitality, live entertainment, theme parks, sports, or related industries.
- Minimum of five years of direct P&L responsibility within high-volume, multi-revenue business environments.
- Proven ability to recruit, engage, develop, and lead other leaders and large, diverse frontline workforces in fast-paced, high-pressure settings.
- Demonstrated expertise in customer experience leadership, hospitality operations, service excellence, and organizational culture development.
- Strong financial acumen with advanced proficiency in budgeting, forecasting, business planning, and responsible P&L management, with demonstrated success improving guest outcomes and financial performance together.
- Demonstrated ability to partner with analytics professionals, interpret customer and business insights, and translate findings into strategic priorities and operational improvements.
- Exceptional communication, collaboration, and change management capabilities, with demonstrated ability to set strategy, delegate effectively, coach leaders, and build accountability while empowering sound judgment.
- Bachelor's degree required; advanced degree in Business, Sports Management, Hospitality, or a related field preferred.
- Passion for creating memorable experiences and delivering best-in-class service for fans and guests.
- A visible, approachable leadership style that builds trust with fans, employees, peers, and partners.
- Experience aligning third-party operating partners around shared service standards and financial commitments.
DISCLAIMER:
The statements herein are intended to describe the general nature and level of work being performed by the employee in this position. The duties listed do not represent an exhaustive list of all responsibilities, duties, and skills required of a person in this position.
EQUAL OPPORTUNITY STATEMENT:
The Baltimore Orioles are an Equal Opportunity Employer. It is the policy of the Baltimore Orioles to ensure equal employment opportunity without discrimination or harassment on the basis of race (including hair textures, afro hairstyles, or protective hairstyles), color, national origin or ancestry, religion or creed, gender or sex (including pregnancy), age, disability, citizenship status, marital status, veteran’s status, genetic predisposition or carrier status, gender identity, sexual orientation, or any other characteristic protected by law.
The anticipated base salary for this role is $190,000 - $210,000 annually plus bonus depending on experience.
The Baltimore Orioles are committed to providing competitive pay and benefits for our employees.
The Baltimore Orioles provide generous benefits, including unlimited PTO, paid holidays, paid sick leave, health insurance (single and family), vision and dental coverage, life insurance, 401(k) plan with discretionary employer match, concession/merchandise discounts, free parking and complimentary baseball tickets to home games.
This information is being provided in accordance with the Maryland Equal Pay for Equal Work - Wage Range Transparency law.
Posted: 10/27/2026