Senior Cluster Manager, Event Visitor Services

Responsibilities

• Lead the operational planning and Games-time delivery of Event Visitor Services (EVS) across a designated geographic cluster of competition and non-competition venues.
• Primary EVS operational lead for the cluster, integrating EVS requirements with venue management, security, transport, ticketing, accreditation, spectator experience, workforce, accessibility and other key functional areas.
• Oversee cluster-level planning for crowd management, spectator flows, ingress and egress, queue management, access control, signage, spectator facilities, accessibility requirements and visitor service touchpoints.
• Drive integration with key functional areas including venue management, security, transport, ticketing, accreditation, spectator experience, workforce, technology, communications, city operations and external stakeholders.
• Monitor planning progress across the cluster, identify risks, issues and dependencies, and develop mitigation strategies to support safe, efficient and high-quality operations.
• Provide leadership and direction to venue-based EVS teams, including managers, deputies, supervisors, team leaders and volunteers, ensuring clear roles, responsibilities and escalation pathways.
• Support workforce planning for the cluster, including staffing strategies, deployment plans, headcount validation, training requirements, briefing processes and Games-time readiness activities.
• Ensure EVS plans comply with applicable federal, state and city laws, policies and operational requirements related to crowd management, accessibility, safety and visitor operations.
• Represent EVS in cluster and venue planning meetings, providing subject matter expertise and ensuring EVS requirements are understood, coordinated and delivered.
• Lead Games-time issue resolution for the cluster, including visitor service issues, seating or access challenges, crowd flow concerns, resource constraints and operational redeployment needs.
• Conduct and support operational briefings, debriefings and post-event reporting to capture performance, lessons learned, staffing impacts and continuous improvement opportunities.
• Provide additional duties as needed by LA28 EVS from time to time that are consistent with the Senior Manager, EVS Cluster Operations role.
• Background & Requirements:
• Relevant qualifications in event management, venue operations, sport management, business, operations, safety, accessibility or a related field are desirable.
• Significant experience leading operational planning and delivery in major events, sport events, venues, visitor services, spectator services or complex customer-facing operations.
• Proven experience managing complex, multi-venue or cluster-based operations with multiple stakeholders, dependencies and delivery timelines.
• Experience leading large teams, including paid staff, contractors and/or volunteers, in a high-pressure operational environment.
• Strong understanding of crowd management, visitor flow, access control, queue management, front-of-house operations and customer service delivery.
• Experience preparing operational plans, readiness materials, training inputs, briefing content, reports and other delivery documentation.
• Past Olympic, Paralympic, major Games or large-scale event experience is highly de

Additional Information

LA28 does not provide relocation assistance. LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community. The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles' third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presents the unique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles. Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place-a team full of diverse perspectives, experiences and expertise. We are guided by the following set of values and behaviors-optimism, integrity, excellence, inclusion, co-creation and boldness-and look forward to hearing about how your past experiences align with them. Senior Cluster Manager, Event Visitor Services:

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