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Director of Event Services

American Airlines

This is a Contract position in Dallas, TX posted March 15, 2023.

American Airlines Center is one of the nation s top arenas. Since openings its doors in 2001, American Airlines Center has been setting the precedent for sporting and live entertainment events. Bringing in a variety of big name shows and housing both the Dallas Mavericks and the Dallas Stars. American Airlines Center serves more than 2 million guests during 200+ live events each year. We aim to provide genuine, memorable and innovative experiences to every single one of our guests and demand excellence and creativity in everything we do.

At American Airlines Center, we value our employees and what they bring to the company, but more importantly to the guest experience. We are seeking an experienced Event Manager to join our team. The Event Manager will integrate, monitor and administer professional execution of all arena and ancillary space events. Strategize and direct all departments involvement in third party events. Supervise all event logistics and operational matters for the facilities major tenants (Dallas Stars, Dallas Mavericks). Oversee the management of the facility s calendar and provide support for all departments to ensure facility readiness and continuous exemplary event operations.


This position is responsible for managing all event functions of the department. Plans, coordinates and assists Vice President of Event Services with overall management of all arena events. Oversees all event operational matters for the facilities major tenants (Dallas Stars and Dallas Mavericks and major special events), while taking into account the overall management of the facility and providing assistance to other departments to ensure facility readiness and post event operations. Supervises and mentors facility Event Managers.


  • Ensures successful event creation and coordination activities by supervising, training and evaluating Event Managers. Plans, organizes, and assigns all day-to-day work assignments for staff.
  • Supervises and monitors event workflow for the Event Services department, to include interactions and processes of operations, concessions, security, custodial, etc. to ensure event requirements are addressed and met.
  • Implements policies and procedures for the Event Department and monitors their compliance.
  • Oversees and approves the creation of event memos and reports detailing facility set up for events.
  • Implements operating procedures that confirm to corporate standards, customized to the specific needs of the facility and consistent with the goals and objectives of the client, facility and COC.
  • Verifies with clients and tenants their event requirements including but not limited to: staffing, physical setup, stagehand calls, technical and catering requirements, contract administration and box office needs.
  • Interacts with public in areas of customer service, problem solving, and stressful conflicts under time constraints.
  • Serves as a direct communication link with team representatives and promoters in event facility scheduling and setup and is the liaison between the American Airlines Center and facilities major tenants for coordination of clients/tenants specific events requirements and decisions relating to these matters
  • Makes immediate decisions and communicates with all users of the facility in an emergency situation.
  • Oversees booking of ancillary spaces including PNC Plaza and Woodall Rodgers Plaza to ensure efficient and appropriate utilization.
  • Manages event settlements as assigned; coordinates and approves show expenses along with contract review.
  • Prepares and maintains event records/expenses, financial reports and oversees department budget. Performs analysis of detailed event revenue and expense statistics tracking success of the facility s operations.
  • Serves as Manager-on-Duty (MOD) as scheduled and acts on behalf of the Vice President of Event Services in their absence.
  • Initiates follow up evaluation of events including responding to complaints/suggestions and event critiques.
  • Investigates, analyzes and resolves operational problems and complaints. Conducts periodic departmental meetings to discuss procedures, problems, and policy changes.
  • Manages event operations as assigned to include majority of arena games and third-party events.
  • Conducts physical inspections of all areas of the facility to ensure correct setup and safety of guests.
  • Facilitates and conducts site surveys for future events/new clients and attends event related meetings.
  • Develops and maintains a harmonious working relationship by determining needs and coordinating activities of all AAC departments, teams, subcontractors and city departments to provide effective event operations through direct contact and weekly manager meetings;
  • Assists in development of facility ticket manifest for all third-party events.
  • Creates facility maps utilizing AutoCAD to assist Box Office in building events in ticketing system. Works with Director of Ticketing and Senior Manager, Ticket Operations on all ticketing/event related issues;
  • Works with Assistant Director Operations to critique and improve facilities event setup and operation including recommending items for immediate purchase through Operations budget and for items to be considered in capital budget.
  • Works closely with the Director of Parking Experience on coordination and planning of various events as they relate to the surrounding areas.
  • Assists, in conjunction with Vice President of Event Services and Director of Operations, contract of stagehand service provider including working condition and performance, rates, invoices, and client satisfaction
  • Interacts with Victory Park Management and Tenants to develop effective partnership regarding any activity affecting AAC and Victory Park;
  • Develops tracking, cost analysis, training modules and other management tools.
  • Develops and maintains venue event operational policies and procedures including User Guide/Technical Manual.
  • Enforces all building policies as outlined in the Facility Use Agreement and Rules and Regulations.
  • Guarantees that all laws, codes, ordinances, policies, procedures, risk management, safety precautions, rules/regulations and emergency procedures are followed.
  • Reviews post event notes and recaps to ensure problems and concerns are addressed in a timely and satisfactory manner.
  • Researches, reviews and recommends equipment, materials, and supplies required in providing event services and planning.
  • Participates in the implementation of life safety and emergency programs as needed for the safe execution of events at the facility and to promote a safe working environment for all employees.
  • Maintains the proper image and generates positive public relations with artists, guests, and staff.
  • Participates in specific department and building wide projects, initiatives as part of the leadership team.
  • Keeps informed of trends and developments in the event industry through participation in various organizations and committees, ongoing learning and recommends changes/improvements to Vice President of Event Services.
  • Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • Bachelor s degree in related field; preferable emphasis in sports management, hospitality, event planning
  • Three to five years of event coordination,
  • Three to five years of supervisory experience in a major market venue; with NBA and/or NHL tenant experience.
  • Two years of financial or box office experience preferred.
  • Two years of operations or technical services experience preferred.
  • Must have above average computer skills (Word, Excel, AutoCAD, database and network software)
  • Must have the ability to make timely and sound policy decisions.
  • Possess excellent organizational skills and manage time effectively
  • Must have a strong working knowledge of policies, procedures, and practices used in Event Management

The qualified individual personifies our core values of INTEGRITY, TEAMWORK, PASSION, and EXCELLENCE at all times.


  • Must be able to work a flexible schedule including evenings, weekends, nights, and holidays as required.
  • Ability to regularly stand, walk, talk, hear, use hands to handle or feel, and climb stairs for long periods of time and move quickly from one location to another as business dictates.
  • Ability to climb stairs to get to differ points in the building, give client tours, work with guests, and to inspect the building in preparation for the event;
  • Ability to talk to employees, guests, and clients in person, on hard phone lines, cell phones, and on two-way radios;
  • Ability to lift and/or move up to 45 pounds.
  • Ability to respond on an immediate basis during normal business hours, after hours and on weekends via mobile phone is required. Company phone allowance is provided on bi-weekly basis as compensation for this job requirement/employee must purchase mobile phone and service plan of their own choosing with responsibility for the repair and/or replacement of the phone.
  • The noise level in the work environment is moderate; however, during events the noise level may be loud.


Any individual who requests a job accommodation due to a physical or mental impairment will require a dialogue with Human Resources to determine if the individual can perform the essential duties of the job, with or without reasonable accommodation. Medical documentation will be required to support any request for medical restrictions that impact job duties.