Full Time Job

Head Of Fan Experience

Pittsburgh Pirates

Pittsburgh, PA 11-15-2021
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  • Paid
  • Full Time
Job Description
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

The Pirates Why

The Pittsburgh Pirates are a storied franchise in Major League Baseball who are reinventing themselves on every level. Boldly and relentlessly pursuing excellence by:
• purposefully developing a player and people-centered culture;
• deeply connecting with our fans, partners, and colleagues;
• passionately creating lifetime memories for generations of families and friends; and
• meaningfully impacting our communities and the game of baseball.

At the Pirates, we believe in the power of a diverse workforce and strive to create an inclusive culture centered in Passion, Innovation, Respect, Accountability, Teamwork, Empathy, and Service.

Job Summary

The Head of Fan Experience will be responsible for ensuring that Pittsburgh Pirates fans have a consistent and best-in-class ballpark and event activation experience across every touchpoint in their journey inside and around PNC Park. The Pirates endeavor to create a fun, engaging, family-friendly and frictionless experience that allows its fans to create lifelong memories when they come to visit their ballpark. The person in this role will be expected to serve as the point person to help bring this vision to life. Additionally, and just as importantly, you'll be responsible to scripting and executing our ballpark experience and game presentation, from pregame to the final out, for all 81 Pirates home games.


Work cross-functionally to ''own'' the fan journey at PNC Park: You'll be asked to map and ultimately optimize the end-to-end fan journey within and around the ballpark. More specifically you will:
• Identify places in the fan journey where fans connect with our Brand and collaborate across the organization to develop strategies that create an exceptional experience at every connection point.
• Work with key stakeholders across the organization to ensure a consistent, ''on brand'' tone of voice across every touchpoint.
• Collaborate closely with internal colleagues across Business Intelligence, Operations, Marketing & Fan Engagement, Sales, etc. to develop and implement innovative ideas that create and exceptional fan experience
• Work with Ballpark Operations to ensure spaces are safe and efficient for the fan experience.
• Conduct walk-throughs of public areas, seating and dining areas, and suites to ensure fan facing elements standards are being met; Work with Ballpark Operations to implement the necessary changes.
• Work with Ballpark Operations, Aramark and Fanatics on a unified customer service program that enhances fan experience
• Partner with our external colleagues Aramark and Fanatics to ensure their staff and operations are delivering on our fan experience expectations.
• Collaborate with Business Intelligence to use data to inform our decision making.

Serve as the Executive Producer of Ballpark Presentation: You'll be responsible for directing and choreographing the pregame, on-field and entertainment programming for all 81 home games and contracted stadium events, including but not limited to - public address announcer(s), pregame ceremonies, in-game video and digital boards operation, animated features, audio and in-game music. More specifically you will:
• Collaborate directly with key stakeholders in marketing, ticket sales, Pirates Charities, community engagement and partnership activation to develop the inventory and programming for promotional in-game integration of club initiatives
• Oversee fan engagement activations that take place outside of PNC Park pre-game as well as those inside the Park during the game
• Oversee the PNC Park control room team to execute all aspects of stadium presentation and production
• Collaborate with the Content & Creative team to push our team(s) to think differently about the in-game presentation/show
• Oversee and delegate the creation of game-day scripts for every Pirates home game
• Partner with the creative and content team to brief in and request the ideation and development of all video board elements, including player features, animations, and more
• Oversee and manage the full-time and seasonal staff including training, scheduling payroll, gameday execution, and evaluations, working directly with leadership to ensure KPI's and goals are obtained personally and for the brand
• Consult, choose and oversee the maintenance for the in-game entertainment equipment and capital and manage relationships with outside maintenance vendors
• Work closely with ballpark operations department in the scheduling of all maintenance for the in-game equipment
• Recruit and manage gameday talent
• Oversee budget

Jobcode: Reference SBJ-gkw088-52-205-167-104-42 in your application.