Company Summary

At Pacers Sports & Entertainment (PS&E), we are dedicated to delivering best-in-class sports and entertainment experiences while making a positive impact on our community. As the home of the Indiana Pacers, Indiana Fever, Indiana Mad Ants, Pacers Foundation, Gainbridge Fieldhouse, and the WNBA 2025 All Star Weekend, we strive to exemplify our core values of Respect, Teamwork, Trust, Passion, and Excellence in everything we do. Our mission is to create memorable moments for our fans and foster a culture of inclusivity and excellence both on and off the court. Our purpose is Winning, Serving, and Entertaining.

Job Summary

The Senior Event Services Manager is responsible for leading all aspects of the event Usher team and operations, establishing strategic vision for the department, and providing support throughout the event lifecycle across all (PS&E) brands. This position will work events and a varied work schedule including evenings and weekends will be required. We're excited for you to join "The Team Behind the Team"!

Essential Duties / Responsibilities

Serve as Senior Manager of event Usher department, supervising usher supervisors and staff. Build and foster an environment of high morale, high performance, high employee retention, and dedication to PSE core values.
Approve department scheduling and staffing model developed by Event Services Manager before publishing. Model should ensure fairness and accurate staffing levels for events based on elements such as attendance and nature. The model should also deploy usher personnel to positions most aligned with their talents and skills.
Lead the recruitment, hiring & training of event Usher personnel and supervisors in collaboration with the Human Resources department. Establish community relationships and talent pipelines.
Develop and deliver department relevant training curriculum for supervisors and general supervisors.
Establish process to garner and interpret team member feedback including but not limited to rookie (new hire) and veteran (1+ season) check-ins, event supervisor reports, etc.
Accurately maintain time and attendance records as well as generate reports as needed for events to include payroll, incident reports, and any other assigned administrative duties.
In collaboration with the Human Resources department, address employee relations issues through coaching/counseling sessions and maintaining detailed documentation of infractions.
Act as the Usher General Supervisor and/or Safety Director during assigned events.
Along with, and supporting the VP, Security and Event Services, build, develop, analyze and implement operational budgets and capital expense budgets for the Safety and Security area.
Participate in meetings as the need arises to facilitate duties of position/support other departments.
With the support of the Guest Experience team, participate in activities to ensure service standards relating to the guest experience are met.
Coordinate event day operations, working closely with the Event Coordinator, as well as partners, ensuring needs are fulfilled and the usher department is event- day ready.
Assist with emergency response, being fully aware of Pacers Sports & Entertainment emergency procedures.
Understand NBA/WNBA/G-League security directives and mandates and assist in ensuring PS&E’s compliance during NBA/WNBA/G-League events.
Have a full and complete understanding of the technology required to perform duties. Constantly learn and recommend new ways for technology to increase the effectiveness and efficiency of work.
Participate in training & continuing education and attend professional conferences as needed to maintain current with needs of position.
Must have the flexibility to work evenings, weekends, and holidays.
In every position, each employee is expected to align with PS&E's mission and core values along with actively participating in company-sponsored community outreach programs.
Other duties as assigned.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or GED required.
College or technical school preferred but not required.
Three (3) to five (5) years’ experience in venue management including at least one (1) year of supervisory experience highly preferred.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a 10-key calculator, use a telephone, speak, hear, and write.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in the Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.

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Senior Event Services Manager