the client is seeking a Director of Fan Experience & Security to lead the strategy and execution of fan experience and venue security operations across 100+ annual events at Rogers Place and the ICE District, with a focus on delivering a safe, seamless, best-in-class guest experience. Reporting to the Vice President & General Manager, Rogers Place, this role oversees the day-to-day functions of the Fan Experience and Security team and drives operational excellence and consistency across events, brands, and guest touchpoints.
The director will own the end-to-end approach to fan experience and venue security, ensuring each event is guided by clear strategy and executed with consistency and discipline. This includes building a high-performing, service-driven culture aligned with the client’s values, inspiring and developing team members, and overseeing the employee lifecycle from recruitment and onboarding through training, performance management, retention, and recognition. The role also includes day-to-day performance management of direct reports through regular check-ins on priorities, timelines, and deliverables.
Key responsibilities span fan experience and security strategy, operational execution before, during, and after events, and supervisory leadership during events, including acting as Manager on Duty and Incident Commander. The director will support planning and management of security systems, serve as a liaison for security needs from event planning through on-site operations, develop communication protocols and standard operating procedures in alignment with relevant regulatory requirements, and collaborate with internal and external stakeholders on service recovery. The role also includes financial management through budget monitoring and forecasting, identifying and promoting new projects to support operational goals, and meeting qualifications such as 7+ years of people management in sports and entertainment (an asset), leadership and strategic planning experience, supervisory experience, experience managing large operating budgets, proficiency with Microsoft Office tools, and holding a current Security Services and Investigator’s Act (SSIA) license.