Director Of Fan Services, Wellbeing and Accessibility

Job Description

The Role:

Live Nation is seeking a Director – Fan Service, Wellbeing and Accessibility reporting directly to Head of Fan Services under the Fan & Artists Services department of Venue Nation. This National Director will help drive the design and implementation of new fan-facing programs and operational initiatives for a high-traffic, large-scale organization, ensuring seamless and inclusive experiences for all fans, including those with disabilities and diverse backgrounds. Establish programs aimed at removing service friction points across the fan journey by creating a cohesive, scalable, and compliant service experience. This role requires a deep understanding of fan/guest service experience, large-scale process implementation and program creation in the hospitality or event management space. Candidate must also have the ability to collaborate with cross-functional teams to implement scalable and standardized solutions in a decentralized, multi-location organization.

Job Functions:
• Design and lead implementation efforts on fan-facing programs and operational initiatives for a high-traffic, large-scale organization, ensuring seamless and inclusive experiences for all fans, including those with disabilities and diverse backgrounds.
• Collaborate with key stakeholders, including marketing, operations, and fan support teams, to integrate fan experience and operational execution considerations into all aspects of the company's products, services, and events.
• Conduct regular service and wellbeing focused audits and accessibility evaluations of the end-to-end fan journey, including new and existing on-site programs and digital assets
• Monitor and track accessibility metrics and policy management, providing reports to leadership on progress and areas for improvement.
• Deliver frequent reporting and service quality assessments to management, outlining progress, recommendations, areas for improvement
• Stay updated with industry trends, advancements, and legal requirements related to events, hospitality, and accessibility.
• Manage a regional team of topic experts
• Some travel required

What This Person Brings :
• Proven track record of designing and implementing large-scale initiatives, preferably service/hospitality based, for a large scale, high-volume, decentralized organization
• Ability to lead and operationalize programs at scale
• A strong passion for serving our fans, particularly those requiring accessibility support
• Bachelor's degree or higher in business, communication, human factors or a related field of study (or equivalent work experience)
• Five or more years' experience in one of at least three disciplines, such as accessibility program development, service experience design, or hospitality/guest services program development,
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Ability to analyze and interpret complex technical information and provide accessible solutions.
• Demonstrated success in dealing with large multi-location organization having a diverse workforce or clientele

Jobcode: Reference SBJ-gqe6k1-3-21-122-130-42 in your application.