Area Zone Lead, Team Member Experience at Hollywood Park Management Company, LLC.

Inglewood, California, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Sep, 26

Salary

25.0

Posted On

30 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Logistics Operations, Conflict Resolution, Staffing Coordination, Operational Readiness, Interpersonal Communication, Multitasking, Emergency Response, Performance Monitoring, Coaching and Mentoring, Dispatch Management

Industry

Description

About Hollywood Park Hollywood Park, a near 300-acre sports and entertainment destination, is being developed by Los Angeles Rams Owner/Chairman E. Stanley Kroenke with the 70,000-seat SoFi Stadium as its centerpiece. Hollywood Park is the largest urban mixed-use mega development under construction in the Western United States. When complete, Hollywood Park will have up to 2,500 residences, a hotel, a retail district reaching up to 890,000 square feet, up to 5 million square feet of office space, and more than 25-acres of public parks and open space. Home to the Los Angeles Chargers and Super Bowl LVI Champion Los Angeles Rams, SoFi Stadium is the host of world-renowned sporting events, including Super Bowl LVI in 2022, College Football Playoff National Championship game 2023, WrestleMania 2023, World Cup 2026, and the Opening and Closing Ceremonies of the Olympics in 2028. Adjacent to the stadium and under the same roof canopy is a 2.5-acre open-air plaza, American Airlines Plaza, and the 6,000-seat YouTube Theater. YouTube Theater is an intimate venue, making it the perfect place for concerts, comedy, awards shows, esports competitions, community gatherings, conferences and more. Culture Hollywood Park is being brought to life by a deeply experienced team of creative forward-thinkers. The project is a celebration of all that Los Angeles has to offer. We are inspired by our diverse Inglewood community as a place for the community to be, to see and to connect. Hollywood Park is committed to building and maintaining a workplace that celebrates the diversity of our team members, allowing them to bring their authentic selves to work every day. At the heart of Hollywood Park, lies our dedication to our purpose, promise, and commitments. Our PURPOSE is creating extraordinary experiences, one moment at a time. Our PROMISE is to be an iconic destination that celebrates our diverse and vibrant community. We promise to exceed expectations while cultivating a fun and safe experience where lasting memories are made. Our COMMITMENTS are outlined by S.T.A.R.S. Our S.T.A.R.S. commitments are enabled by five foundational principles: * Start with Care – create a lasting impact through genuine care * Thrive as a Team – create an environment of collaboration and encouragement Anticipate Unspoken Needs – be proactive in delivering extraordinary service and support others * Resolve with Respect – treat others with empathy, patience, and kindness * Safety Always – maintain a safe and secure environment As the Area Zone Leader, Team Member Experience (TMX), You Will… Provides oversight across multiple zones and the Guest Experience Command Center, including direct leadership of Zone Leads assigned to dispatch functions. This role bridges field operations and command-level coordination, ensuring consistent communication, escalation, and service execution across the entire Guest Experience operation. The TMX Area Zone Leader also plays a critical leadership role in supporting Team Member Experience operations across multiple zones of SoFi Stadium during events. This position serves as an elevated extension of the TMX Zone Leader role, with increased scope, accountability, and decision-making authority. The TMX Area Zone Leader is responsible for overseeing Zone Leaders and frontline TMX representatives within an assigned area, ensuring operational readiness, staffing alignment, policy compliance, and a positive team member experience. This role partners closely with Guest Experience management and cross-functional departments to support seamless event execution, team performance, and safety. TMX Area Zone Leaders are empowered to lead proactively, resolve complex operational and team member issues, mentor Zone Leaders and TMX Representatives, and provide real-time feedback and reporting to management. More Specific Responsibilities Include, but are not Limited to.. * Provide direct oversight of Zone Leads assigned to the Guest Experience Command Center. * Serve as the primary leadership point of contact for all Command Center operations on event days. * Ensure Command Center Zone Leads accurately receive, prioritize, and respond to Guest Experience related calls, requests, and inquiries from internal departments and guests. * Monitor overall effectiveness of dispatch operations, including call handling, issue tracking, and follow-up resolution. * Ensure proper categorization, documentation, and logging of all Guest Experience requests and incidents within 24/7 Software. * Coordinate real-time communication between Command Center dispatchers, Area Managers, Zone Leads, GSCs, Mobility teams, and cross-functional partners. * Escalate time-sensitive, complex, or high-impact guest experience issues to Guest Experience Management as appropriate. * Provide coaching, guidance, and accountability to Command Center Zone Leads to ensure consistent messaging, professionalism, and adherence to established protocols. * Provide leadership and oversight to TMX Zone Leaders and TMX representatives across assigned zones. * Serve as the primary TMX escalation point within the assigned area, supporting Zone Leaders with operational, staffing, and team member issues. * Act as a subject matter expert for TMX processes, equipment, and expectations. * Model professional leadership behavior and reinforce TMX and Guest Experience standards at all times. * Attend pre-event leadership briefings and ensure accurate communication of event information to Zone Leaders. * Conduct pre-event walkthroughs of assigned areas to confirm operational readiness, safety, and staffing coverage. * Oversee TMX operational setup, including entry technology, radios, scanners, tablets, and other assigned equipment. * Monitor zone performance throughout the event and deploy resources as needed to address staffing gaps or operational challenges. * Move between assigned zones to proactively identify and resolve issues impacting the operation or team member experience. * Support staffing accountability by collecting attendance data in partnership with Zone Leaders and reporting shortages to management. * Assign TMX staff to zones or posts based on certifications, experience, and operational need. * Coach, mentor, and support TMX Zone Leaders through real-time feedback and guidance. * Assist with on-the-job training and development of Zone Leaders and TMX representatives, including peer and event-day training. * Support recruiting and hiring initiatives, including participation in hiring fairs and onsite interviews when needed. * Ensure consistent application of TMX and Guest Experience policies, procedures, and standards. * Respond calmly and effectively to medical or emergency situations, directing others as appropriate. * Ensure proper documentation of employee injuries and incidents, including witness statements. * Maintain confidentiality of all company operations and sensitive information. * Other duties as assigned. We’d Love to Hear From People With… * A minimum 2 years’ experience in a prior lead role, leading a team. * Previous experience in customer service, logistics and/or warehouse operations. * Strong in verbal/written communication and interpersonal skills. * Positive and energetic attitude. * Ability to multitask in a fast-paced environment. * Requires a flexible schedule; able to work nights, weekends, and holidays as required. * Comfortable working in large crowds and loud environments. * Requires prolonged periods of standing, walking, and maneuvering up/down stairs in an indoor/outdoor environment. Physical Requirements: The physical requirements described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. Employees must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue. Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Essential Physical Requirements: LIFTING ........................................... Lift up to 40 pounds PUSHING/PULLING……………….Occasional pushing/pulling up to 50 lbs. CLIMBING/BALANCE .................. Prolonged Steps or stair climbing, balancing STOOPING/BENDING OVER....... Occasional is unavoidable STANDING....................... Prolonged standing throughout the day WALKING....................... Prolonged walking throughout the day SITTING………………………..Rare sitting throughout the day REACHING ...................................... Occasional overhead as well as horizontal HEARING......................................... Hearing required to service guest SPEAKING....................................... Proficiency in English Essential Environmental Conditions: INSIDE/OUTSIDE ...........................Generally, indoor conditions are air-conditioned, and outside conditions that include inclement weather, heat, humidity, rain, sleet, and wind. COLD/HEAT ................................... General air-conditioned environment as well as outside and exposed to elements, including direct sunlight, rain, sleet, and wind WET/DRY ........................................Not unusual moist/dry environment NOISE/VIBRATIONS .................... High noise level and vibration high HAZARDS........................................Non-hazardous environment FUMES/DUST/ODORS................. Normally controlled environment HEIGHTS…………………………… Comfortable with working heights Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time. Benefits/Perks: * 401(k): Eligibility to participate in the Company’s 401(k) program. Hollywood Park will match the first 3% at 100% and 50%, thereafter, up to 5%. * Perkspot: Discounts on many products and services (e.g, travel, gym memberships, entertainment, electronics, etc.) * EAP: Access Hollywood Park’s Employee Assistance Program. Receive up to 3 confidential counseling sessions per calendar year. Child care and elder care resources. Compensation: $23.00 - $25.00 an hour In compliance with the California Pay Transparency Act, compensation information provided is a good faith estimate for this position only. Hollywood Park considers a candidate’s education, certification, prior experience, as well as internal and external data when determining the salary level for potential new employees. Only in exceptional circumstances, if an external candidate has the experience, credentials, or expertise far exceeding what is expected for the position, would Hollywood Park consider paying a salary or rate near the higher end of the range.

Responsibilities

Oversees multiple zones and the Guest Experience Command Center to ensure seamless event execution and service delivery. Leads Zone Leaders and frontline representatives while managing staffing, policy compliance, and real-time operational issue resolution.