Tennessee Titans · 10 hours ago
Premium Team Member Experience Manager
Nashville, TN
Full-time
Onsite
Mid, Senior Level
3+ years expThe Tennessee Titans are dedicated to a winning culture and creating meaningful community impacts. They are seeking a Premium Team Member Experience Manager responsible for leading the concierge team to deliver personalized hospitality-driven service for premium guests, while fostering a positive experience for both guests and team members.
SportsSports Leagues and Teams
Responsibilities
Lead and support the premium concierge team serving premium spaces and suite levels during games and major events
Act as the primary point of contact for concierge staff during event days, providing clear expectations, service priorities, and real-time support
Oversee event-day deployment, briefings, and coverage plans tailored to premium guest needs
Support concierge team members with guest issue resolution, service recovery, and elevated hospitality moments
Deliver concierge-specific training focused on premium hospitality, anticipatory service, discretion, and relationship-building
Ensure concierge teams are fluent in venue wayfinding, policies, amenities, and ADA accommodations
Assist with recruiting, interviewing, hiring, and onboarding concierge team members
Foster a culture of pride, professionalism, and accountability within the premium concierge team
Build strong relationships with concierge staff to promote retention and consistent performance
Prepare and distribute event communications, schedules, and briefings for concierge staff and supervisors
Track staffing needs, attendance, and feedback to continuously improve premium service delivery
Support new stadium initiatives and evolving premium offerings with a concierge-first mindset
Work in close partnership with Premium Sales and Service to anticipate premium member needs, reinforce value, and elevate the concierge experience across all premium spaces
Assist with payroll verification, attendance tracking, and credential distribution for concierge team members
Ensure compliance with stadium policies, safety procedures, and service protocols
Qualification
Required
Bachelor's degree in hospitality, Business, Sport Management, or related field
3–5 years of experience in hospitality, guest experience, or premium service environments
Demonstrated ability to lead frontline teams in high-expectation, fast-paced environments
Strong communication and interpersonal skills, with a polished professional presence
Passion for delivering elevated, personalized guest experiences, particularly within premium settings
Flexibility to work nights, weekends, holidays, and extended hours based on event schedules
This is an in person role located at Nissan Stadium in Nashville, TN
Preferred
Experience in sports or entertainment venue
Company
Tennessee Titans
Tennessee Titans is an American football team based in Nashville, Tennessee.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Burke Nihill
President and CEO
Shannon Myers, CPA
Senior Vice President, Chief Financial Officer
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