Senior Manager, Arena Operations

Staff – Non Union

Job Category

M&P – AAPS

Job Profile

AAPS Salaried – Business Operations, Level D

Job Title

Senior Manager, Arena Operations

Department

Facilities and Operations Management | Athletics and Recreation

Compensation Range

$6,253.50 – $9,009.00 CAD Monthly

Posting End Date

June 4, 2021

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Description Summary

This position is responsible for senior leadership and strategic planning of the Doug Mitchell Thunderbird Sports Centre. Specific responsibilities include: managing the operations, , safety, risk, rentals, events and programs for of an Olympic-legacy facility. The Senior Manager, Operations has a large focus on financial performance and revenue generation and is responsible for implementing and analyzing policies and procedures to maximize the revenue and balance operating expenses. The role is responsible for managing over 100 client relations and a $2.5M yearly operating budget and is integral to large event and concert rentals and is responsible for overall risk, safety and event/production overlay. This position is also responsible for managing and providing service delivery for all arena ice bookings, contract users, ice events, concerts, large events, drop-in programs and varsity activities. The role will be responsible for developing a 5 year arena strategy and will lead the implementation of this strategy.

The role provides oversight and management of the Proshop (store) operation and merchandising. This position is also responsible day to day oversight of hockey programs, leagues, tournaments, camps and drop in programs at the Doug Mitchell Thunderbird Sports Centre. Provides support on the development, implementation and maintenance of policies, procedures, rules, standards, evaluations and lesson plans.

This position will require evening and weekend work. This position works out of an office located in the Doug Mitchell Thunderbird Sports Centre. UBC is committed to supporting the best possible environments for working, learning and living where respect, civility, diversity, excellence and inclusion are valued. This role serves both on the Facilities Group and Recreation Programming Group and interacts with other departmental and campus stakeholders.

Organizational Status
Athletics & Recreation (A&R) is a department within the VP Students portfolio, with a strong focus on creating an exceptional UBC student experience. The A&R Department has a team of approximately 100 employees, and is led by a strong cross-unit management team. It services over 20,000 students through recreational programming, 25 varsity teams, 17 competitive club teams, along with thousands of members of the UBC community.

Work Performed

FACILITY OPERATIONS & MANAGEMENT

• Management and strategic planning of the Doug Mitchell Thunderbird Sports Centre facility. Develops, implements and evaluates the venue’s annual goals and marketing strategy which supports the department’s goal of financial viability and customer satisfaction.

• Manages and takes ownership for the health, safety and risk management of clients and staff within the venue. Responsible for ensuring safe work procedures are in place and followed and represents the employer, as required, on the department Joint Occupational Health & Safety Committee.

• Responsible for event leadership, strategy and standards. Responsible for event overlay, venue operations, conversions, risk and safety management, and coordinating with external contractors and vendors for large event and concert bookings in the venue.

• Possesses knowledge, awareness and application of specialized knowledge required for technical event production, event operations, and crowd management.

• Liaises with community stakeholders and local enforcement agencies (RCMP, Fire, Campus Security, etc) to ensure effectiveness of event operational plans.

• Responsible for negotiating contracts and liaising with external business groups including, suppliers, caterers, contractors, consultants, and 3rd party event organizers.

• Identifies gaps, develops and implements new procedures or policies as required.

• Oversees establishment of operational systems and management of them to ensure delivery of efficient and cost effective, high quality services to customers.

• Provides coaching on a timely basis; develops goals and expectations, identifies training and development, includes all aspects of OH&S, technical, and administrative requirements.

• Provides management representation and leadership on facility development/policy assignments; ensures compliance by relevant parties; represents management on special and ad hoc committees such as labour and risk management, CIS regulations, and OH&S.

• Participates in facility team meetings, conducts staff meetings and organizes regular in-service and other events or training sessions.

• Directs the work of contracted agencies and construction companies throughout the duration of projects. Checks to ensure work is completed in accordance with requirements and specifications

BUSINESS OPERATIONS & FINANCIAL

• Responsible for developing and executing a revenue management strategy to increase the financial performance in the arena

• Responsible for overseeing the patron / customer experience and developing a system for tracking / evaluating this process.

• Prepares, monitors and is held accountable for detailed facility budgets; provides input to annual budget planning and projects, and prepares related reports throughout the fiscal year; recommends alternative service models, staffing levels, revenue sources and/or efficiency gains.

• Prepares five-year business plan for Doug Mitchell Thunderbird Sports Centre that specifies staffing needs and identifies growth opportunities. Oversees establishment of operational systems and management of them to ensure delivery of efficient and cost effective high quality services to customers.

• Managing and reviewing the cost efficiency of each initiative with a view to streamlining for the highest efficiencies.

• Strategically manage all arena ice bookings in order to maximize revenue and streamline operations. Specific responsibilities include: liaising directly with key customer groups regarding rental rates, ice booking and schedules. Administers contracts, partnerships, policies and collective agreements.

• Establishes rates, fees and pricing for admissions, programs & membership packages. Does market research to ensure UBC is in line with related industry leaders.

• Strategic oversight and management of hockey programs, leagues and camps including providing leadership on program policy, procedure, rules, standards, and the tactful handling of all league and participant disciplinary issues.

• Develops and implements new programs utilizing the arena training facilities in conjunction with the program coordinator.

• Oversight of the Proshop retail store. Works with staff to ensure retail operations are maximizing revenue through merchandising and other product/service sales.

• Identifies and pursues new revenue opportunities and initiatives. Examples could include: off-campus expansion, new facilities, and new programs. Takes a leadership role in designing new ways to deliver services.

• Establishes and maintains effective communication with the AMS (Alma Mater Society), UNA (University Neighborhood Association), varsity coaches, Athletics and Recreation staff, contractors, stakeholders, community groups and the general public in order to enhance operational efficiencies within the framework of Athletic and Recreation facilities and the applicable collective University agreements, and community partnerships.

• Liaising with all customers both internal and external, to ensure their satisfaction and resolve issues around customer service problems. Work closely with the community-based unit in servicing the needs of the campus community.

• Ensure day to day operations are consistent with mandate, structure, resources and revenue requirements of the unit.

STAFF MANAGEMENT

• Oversees the recruitment, hiring, training, management and evaluation of the Operations Coordinator, Program Coordinator, Administrative Assistant, Chief Engineer, Ice Makers, and building maintenance staff.

• Monitor standard operating procedures and work methods, ensuring consistent, high quality standards.

• Sets performance goals and coaches employees to achieve desired results. Conducts performance reviews and provide constructive feedback to employees.

• Establishes and monitors attendance management goals within the group; meets with employees to address and resolve attendance problems.

• Ensures the maintenance of operational and administrative records such as daily attendance records, checking time sheets of direct reports for accuracy and completeness and ensures that subordinate supervisors perform same; authorizes overtime, vacation and monitors expenditures to keep within the budget.

• Provides leadership in the resolution of disputes; meets with employees to resolve disputes and administers appropriate collective agreements, participates in grievance hearings at all steps of the grievance process.

OTHER

• Implements marketing and promotion initiatives in coordination with the Marketing team. Liaises and coordinates with other staff and students to execute initiatives.

• Evaluates effectiveness of promotional campaigns and makes future recommendations.

• Actively pursues and attends opportunities and events to enhance the venue’s profiles including new releases, orientation and information fairs.

• Prepares and distributes important information about the Recreation spaces to stakeholders and the general public.

• Assists in the developing, implementing, monitoring, and evaluation of departmental policies and procedures.

• Plays an active role in furthering UBC Athletics and Recreation’s mission and vision through facility and staffing initiatives.

• Maintains fiscal accountability, prepares budgets, and reconciles all assigned accounts on a monthly basis.

• Attends meetings, staff training retreats and completes other tasks as necessary.

• Other duties as required or assigned

Consequence of Error/Judgement
Makes independent decisions and recommendations in areas of budgets, planning, organizing and scheduling of work. Exercises judgment and tact in dealing with the public, staff, faculty members, students and external vendors. This position represents the department of Athletics and Recreation, the students, and the University. Incorrect decisions/judgment will directly affect Athletics and Recreation and UBC’s reputation within the community at large. Incorrect decisions would have impact on the operations of the facility and reputation of the department and the University.

Supervision Received
Works autonomously. Work is reviewed in terms of achievement of defined goals under the general guidance from the Director, Facilities. Supervisors provide guidance and direction to the position, but the execution and decision making of the responsibilities are solely that of the incumbent. Due to the magnitude of the program, staff are empowered to execute their responsibilities and work independently.

Supervision Given
Responsible for recruiting, interviewing, selecting, training, supervising, and evaluating staff. Manages full time, part time unionized staff, student staff and admin support staff.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of six years of related experience, or the equivalent combination of education and experience.

Preferred Qualifications

University degree in Recreation, Sport Management or Human Kinetics, with supplementary training in Commerce/Business Administration, plus a minimum of six years of related experience, or an equivalent combination of education and experience. Experience in managing high profile facilities and knowledge of standard building management processes, systems and procedures. Considerable supervisory experience gained through progressively more responsible positions in the area of Recreation or Sport program development with an emphasis on service delivery. Ability to manage organizational changes, anticipate future events, and determine service delivery alternatives to ensure an efficient use of resources. Experience working with event production and event management procedures required. Experience with hockey leagues, programs, or sports camps required.

Ability to exercise initiative, tact and diplomacy. Demonstrated self-starter and ability to be innovative, flexible and entrepreneurial. Strong leadership, organizational and time management skills required. Ability to work effectively independently and in a team environment, and to bring energy, motivation and enthusiasm to the job. Ability to exercise sound judgment, multi-task, prioritize and work effectively under pressure to meet deadlines. Ability to take initiative, analyze problems, identify key information and issues, and effectively resolve. Ability to carry out negotiations and interest-based conflict resolution. Demonstrated ability to build partnerships and alliances with peers, business communities, association partners and staff. Demonstrated skills and competencies in planning, organization, and project management; leadership and team development; coaching and facilitation; and customer service.

Strong computers skills essential including working knowledge of Microsoft Office Suite (including SharePoint), and Adobe Creative Suite. Must possess a full Class 5 driver’s license. Excellent oral and written communication skills and experience with copywriting is an asset. Able to lift or move heavy objects of approximately 50lbs. Knowledge of pertinent WCB and OH&S standards. Strong knowledge and experience relating to federal and provincial legislation, acts and regulations related to arena systems. Demonstrated experience in applying policies and collective agreements working in consultation with Human Resources. Strong financial and accounting skills are required.