Director of Guest Experience & Security, YouTube Theater

Hollywood Park Management Company, LLC.•Inglewood, CA

4h•$100,000 - $130,000•Onsite

About The Position

As the Director of Guest Experience & Security, you are a key member of the YouTube Theater leadership team, reporting directly to the Vice President & General Manager. You are responsible for the strategic planning and day-to-day management of all functions within the Guest Services and Security departments. Your mission is to deliver a safe, secure, and world-class entertainment experience for every guest, employee, and artist who enters the venue.

Requirements

Bachelor’s Degree in Business, Hospitality, a related field or equivalent experience; an MBA or advanced leadership degree is preferred.
Minimum of eight (8) years of progressive management experience in event venues or the live concert industry.
Proven ability to forecast long-range plans and budgets while managing complex, simultaneous projects.
Exceptional interpersonal and public speaking skills; able to convey complex information to diverse audiences.
Ability to work a flexible schedule (nights, weekends, holidays) and traverse the Hollywood Park campus for prolonged periods.

Nice To Haves

MBA or advanced leadership degree is preferred.

Responsibilities

Partner with the VP & GM to ensure all event executions meet the rigorous "Hollywood Park Standards".
Prepare and maintain annual department budgets, research equipment needs, and develop event-specific labor estimates and final cost settlements.
Work in sync with Finance and the VP & GM to implement cost-control measures while identifying opportunities for guest-facing revenue growth.
Act as the "Building Manager on Duty" for assigned events, ensuring the venue’s image and reputation for excellence are upheld at all times.
Ensure all internal staff and third-party partners (Legends, ABM, etc.) strictly adhere to the S.T.A.R.S. principles and the Hollywood Park Purpose of "Creating Extraordinary Experiences".
Work hand-in-hand with counterparts at SoFi Stadium to provide a unified, "one-campus" experience for all visitors.
Serve as the final escalation point for guest inquiries and complaints, utilizing proactive problem-solving to turn challenges into positive public relations.
Champion compliance with the Americans with Disabilities Act (ADA) to ensure an inclusive environment for all guests.
Develop and lead comprehensive strategies for risk management, loss prevention, and disaster prevention.
Maintain and update Emergency Evacuation/Response Plans and serve as the primary liaison for government agencies including DHS, Cal-EMA, and local law enforcement.
Manage venue access control systems (Credentials, FOBS, Visitor Management) and maintain operational knowledge of facility life-safety systems.
Make critical, immediate decisions and lead staff communications during high-pressure emergency situations.
Drive a positive employee culture by recruiting, mentoring, and training a diverse team of full-time, part-time, and contract personnel.
Direct the performance of key partners—including CSC, APEX, Legends Global, and ABM—to ensure a cohesive service delivery model.
Lead operational meetings to coordinate multifaceted tasks and ensure all departments are in sync before "doors open".