Customer Experience Oversight:

• Manage Fan Journey mapping, service recovery strategies, and satisfaction.
• Oversee Fan Experience during the tournament including staff interaction, fan assistance, accessibility, and overall service delivery.
• Develop the required protocols for escalated Fan concerns and critical service issue escalation.
• Collaborate cross-functionally with Venue Operations, Security, Transportation and Signage teams ensuring Fan Service team is fully trained to represent critical messaging and operations
• Collaborating with our Operational Comms company to develop messaging protocol
• Work cross-functionally to integrate the customer experience strategy into operations.
• Coordinate with Partners to develop a wide-reaching Fan Ambassador program leveraging existing volunteer workforce to amplify B26 reach and Fan messaging.
• Work within the Boston 26’ team and partners along with the other 11 US Host Cities to establish a streamlined Fan Experience

ABOUT THE ROLE:

The Senior Director of Fan Services is responsible for developing and delivering exceptional customer and fan experiences across all touchpoints within the Boston 26 area of responsibility. A critical component to the role is to work with the Safety and Security Team and qualified consultants / companies to move forward the crowd modeling requirements for safe and effective pedestrian movements. This role will also work with counterparts in the Northeast Corridor and across all other Host Cities to establish consistency for Fans to the extent possible. This individual will develop and lead service strategies, manage fan engagement initiatives, and ensure every interaction exceeds expectations. The ideal candidate is passionate about customer service, experienced in high-volume operations, and dedicated to creating memorable experiences that build long-term loyalty.

KEY RESPONSIBILITIES:

Fan Services Plan Development:

• Oversee the development of the Boston 26’ Fan Service plan including the integration with the relevant internal functions, external partners and agencies.
• Develop and implement a comprehensive Fan Services strategy aligned with the organization’s mission and aligned with budgets.
• Coordinate with other areas, such as Transportation, Workforce, Safety and Security, to ensure smooth and safe operations.
• Develop and implement policies, procedures and programs related to Fan Services
• Negotiate and coordinate contracts, services and agreements
• Prepare and organize documents, reports, presentations, and other materials for executive meetings and presentations.
• Coordinate working groups and meetings to support partner ambassador coordination and collaboration.

Customer Experience Oversight:

• Manage Fan Journey mapping, service recovery strategies, and satisfaction.
• Oversee Fan Experience during the tournament including staff interaction, fan assistance, accessibility, and overall service delivery.
• Develop the required protocols for escalated Fan concerns and critical service issue escalation.
• Collaborate cross-functionally with Venue Operations, Security, Transportation and Signage teams ensuring Fan Service team is fully trained to represent critical messaging and operations
• Collaborating with our Operational Comms company to develop messaging protocol
• Work cross-functionally to integrate the customer experience strategy into operations.
• Coordinate with Partners to develop a wide-reaching Fan Ambassador program leveraging existing volunteer workforce to amplify B26 reach and Fan messaging.
• Work within the Boston 26’ team and partners along with the other 11 US Host Cities to establish a streamlined Fan Experience.

Crowd Modeling / Management:

• Support the VP of Operations in identifying and scoping any crowd modeling requirements, working with both internal and external partners such as Safety and Security, Transportation, B26 Celebration team, and Stadium to provide inputs and review of the crowd modeling analysis.
• Collaborate with Safety and Security, Transportation, and Venue Operations to ensure seamless guest flow, staffing coverage, and operational excellence in B26 areas of responsibility.
• Work closely with Transportation and Safety and Security to develop and deliver queuing and Last Mile plans and Fan Service Workforce at the Stadium and Transportation Hubs.
• Work closely with the Senior Director of Celebrations and safety and security to develop and deliver the required queuing plans and Fan Service Workforce for Celebration 26 entries and internal queueing.

Fan Service Department:

• Lead and manage the Boston 2026 Fan Services Team including Guest Services, Queue Management, Ticketing Support, Match Day Celebration Experience teams, Customer Care, contractors and embedded partners.
• Develop and coordinate Fan Services training program, ensuring staff is trained in conflict resolution, de-escalation techniques, and ADA compliance.
• Recruit the Fan Services team (which likely will be a combination of an in-house team and outsourced agency).
• Support the development of any required RFP scope documents for Fan Service requirements with clear performance metrics and accountability standards.
• Develop project plans, timelines, and oversee project execution from inception to completion.
• Support the management of the Fan Services budget
• Collaborate with cross-functional teams and external partners to gather requirements, allocate resources, and monitor progress.
• Prepare regular progress reports, presentations, and updates for stakeholders.
• Identify and mitigate risks, issues, and obstacles to ensure project success.
• Maintain SharePoint sites, files, records, and databases, ensuring accuracy, confidentiality, and accessibility.