Manager, Premium Experience

Mortgage Matchup Center & Headquarters

Phoenix, AZ

Job Summary:

Player 15 Group &- the sports & entertainment company behind the Phoenix Suns (NBA), Phoenix Mercury (WNBA), Valley Suns (G League), and Mortgage Matchup Center — is redefining the industry standard. Headquartered in downtown Phoenix and engaging fans across the world, Player 15 Group is driven by possibility, innovation, and the desire to create memorable moments for our fans and community.

Our culture is anchored in purpose-driven leadership and fueled by individuals who bring passion, creativity, and vision to everything they do. We challenge convention, amplify voices, and create experiences that resonate well beyond the final buzzer. This is where talent meets purpose and bold ideas become reality.

We are seeking an experienced and motivated Sr. Manager Premium Experience to join our team. In this high-impact role, you will support all facets of the Premium Guest Experience for Mortgage Matchup Center, while playing a key role in broader department initiatives.

What You Will Do:

• Reporting to the Director of Guest Experience, you will collaborate in creating a best-in-class Guest Experience for all guests visiting Mortgage Matchup Center.
• Collaborate with Premium Sales department on initiatives and processes for groups spaces and premium club experiences.
• Lead the Premium Experience team in creating a best-in-class premium experience across all touchpoints, focusing on premium clubs, suites, and group spaces.
• In collaboration with the Director of Guest Experience, lead a group of two Full-time team members and over 50 Part-time team members and assist them with delivering exceptional service at all arena events (basketball games, shows, and concerts).
• Serve as a champion of our service brand, Valley P.R.I.D.E., and create new and innovative ways to surprise & delight guests.
• Assist in the preparation and organization of large-scale training and communication for PT and FT team members.
• Collaborate with Premium Services Manager to create and provide training classes and materials for all Premium Experience team members annually.
• Serve as the Premium Manager on duty for events and coordinate with the Guest Services Managers to provide adequate leadership coverage for the entire Guest Experience team.
• Serve as secondary point of contact for management of the award-winning restaurant, the RaRa Room.
• Other duties as assigned

What We Need from Our Senior Manager, Premium Experience:

• Previous management experience in a high-end hospitality venue or resort in a premium role.
• Previous experience managing a large team of Part-Time Team Members.
• Previous experience managing and developing Full-Time direct reports.
• A demonstrated passion for delivering exceptional guest experiences and building relationships with clients, partners, and team members.
• Experience working in large scale events in arenas, stadiums, high-end resorts or theme parks.
• Ability to provide effective verbal, written communication and presentation skills.
• Experience in creating and guiding classes for 50 team members.

Experience/ Education Requirements:

• High school diploma or GED
• 4-year degree in Business, Hospitality, Communication, Sports Management or related field of study or equivalent experience preferred.
• At least 5 years of supervisory or management experience overseeing Full-time and Part-time team members in a similar environment; concert or large-scale events experience is highly preferred.
• Computer proficiency and technical aptitude with the ability to utilize MS Office suite, Monday, ABI, 24/7 Incident Management System, Ticketmaster, Suns/Mercury App, etc.
• Ability to Read, Write & Speak in Spanish not necessary, but a Plus.

What You Can Expect:

The work environment characteristics described here are representative of those that must be met by the Senior Manager, Premium Experience, to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to transit throughout the arena for long periods of time.
• This position works mainly indoors, removed from extreme weather; exposure to weather is >5%
• S-Sedentary Work &- Exerting up to 10 pounds of force occasionally.
• Must be able to carry on a conversation both on the phone and in-person.
• Ability to Read, Write & Speak in English
• Wide range of full-time benefit options including
• Medical, Dental and Vision coverages
• Life and Disability options
• Vacation, sick and holiday leave programs
• Perks:
• Discounts at Fanatics Team Shop
• Tickets available for Phoenix Suns and Phoenix Mercury games
• Visit our Culture page to learn more about our culture and work environment

Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted 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 with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at recruiting@suns.com

Player 15 Group - the sports & entertainment company behind the Phoenix Suns (NBA), Phoenix Mercury (WNBA), Valley Suns (G League), and Mortgage Matchup Center - is redefining the industry standard. Headquartered in downtown Phoenix and engaging fans across the world, Player 15 Group is driven by possibility, innovation, and the desire to create memorable moments for our fans and community. Our culture is anchored in purpose-driven leadership and fueled by individuals who bring passion, creativity, and vision to everything they do. We challenge convention, amplify voices, and create experiences that resonate well beyond the final buzzer. This is where talent meets purpose and bold ideas become reality. We are seeking an experienced and motivated Sr. Manager Premium Experience to join our team. In this high-impact role, you will support all facets of the Premium Guest Experience for Mortgage Matchup Center, while playing a key role in broader department initiatives. What You Will Do: Reporting to the Director of Guest Experience, you will collaborate in creating a best-in-class Guest Experience for all guests visiting Mortgage Matchup Center. Collaborate with Premium Sales department on initiatives and processes for groups spaces and premium club experiences. Lead the Premium Experience team in creating a best-in-class premium experience across all touchpoints, focusing on premium clubs, suites, and group spaces. In collaboration with the Director of Guest Experience, lead a group of two Full-time team members and over 50 Part-time team members and assist them with delivering exceptional service at all arena events (basketball games, shows, and concerts). Serve as a champion of our service brand, Valley P. R. I. D. E., and create new and innovative ways to surprise & delight guests. Assist in the preparation and organization of large-scale training and communication for PT and FT team members. Collaborate with Premium Services Manager to create and provide training classes and materials for all Premium Experience team members annually. Serve as the Premium Manager on duty for events and coordinate with the Guest Services Managers to provide adequate leadership coverage for the entire Guest Experience team. Serve as secondary point of contact for management of the award-winning restaurant, the Ra. Ra Room. Other duties as assigned What We Need from Our Senior Manager, Premium Experience: Previous management experience in a high-end hospitality venue or resort in a premium role. Previous experience managing a large team of Part-Time Team Members. Previous experience managing and developing Full-Time direct reports. A demonstrated passion for delivering exceptional guest experiences and building relationships with clients, partners, and team members. Experience working in large scale events in arenas, stadiums, high-end resorts or theme parks. Ability to provide effective verbal, written communication and presentation skills. Experience in creating and guiding classes for 50 team members. Experience/ Education Requirements: High school diploma or GED 4-year degree in Business, Hospitality, Communication, Sports Management or related field of study or equivalent experience preferred. At least 5 years of supervisory or management experience overseeing Full-time and Part-time team members in a similar environment; concert or large-scale events experience is highly preferred. Computer proficiency and technical aptitude with the ability to utilize MS Office suite, Monday, ABI, 24/7 Incident Management System, Ticketmaster, Suns/ Mercury App, etc. Ability to Read, Write & Speak in Spanish not necessary, but a Plus. What You Can Expect: The work environment characteristics described here are representative of those that must be met by the Senior Manager, Premium Experience, to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to transit throughout the arena for long periods of time. This position works mainly indoors, removed from extreme weather; exposure to weather is >5% S-Sedentary Work - Exerting up to 10 pounds of force occasionally. Must be able to carry on a conversation both on the phone and in-person. Ability to Read, Write & Speak in English Wide range of full-time benefit options including Medical, Dental and Vision coverages Life and Disability options Vacation, sick and holiday leave programs Perks: Discounts at Fanatics Team Shop Tickets available for Phoenix Suns and Phoenix Mercury games Visit our Culture page to learn more about our culture and work environment Player 15 Group is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability. Please note this job description is not crafted 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 with or without notice. For questions about this career opportunity, please contact the People & Culture Recruiting team at recruiting@suns.com

search terms: Manager+Guest Experience