Position Summary:
The Coordinator, Connected Experiences position is a core member of the Connected Experiences (CXP) product team at Mercedes-Benz Stadium. This team oversees the development, maintenance, operation & growth of Connected Experiences, a range of initiatives powering increasingly personalized & differentiated event day experiences for fans/guests. This role is critical to ensuring smooth, consistent operations for CXP offerings as well as identifying opportunities for improvement and/or growth. This position also acts as a bridge between multiple teams & stakeholders to facilitate seamless execution of CXP initiatives.The ideal candidate is passionate about the intersection of technology, sports & entertainment, and hospitality, with previous experience working in digital platforms/operations.
They will be highly organized, collaborative, and detail-oriented, with a knack for troubleshooting and process optimization.
Responsibilities:
Operational Support
- Assist the Product Owner, Connected Experiences with day-to-day coordination of operational activities for CXP initiatives
- Manage product updates by working with Digital, Data Operations, I.T., and other teams to schedule releases, monitor bugs, track resolution(s)
- Coordinate cross-functional teams (Marketing, Ticketing Sales/Service/Operations, Guest Services, etc.) to ensure alignment on CXP strategy, roadmap, and milestones
- Prepare for & assist with executing events, confirming biometrics (“MBS Express”) & other connected experiences are operational
Data Management & Reporting
- Monitor CXP performance using dashboards & other analytics tools
- Publish regular reporting on CXP product performance, highlighting KPIs, behavioral insights, engagement metrics & fan feedback
- Partner with Product Owner, Connected Experiences to identify trends, improvements, and risks
- Identify growth/expansion milestones for MBS Express initiatives, such as extending to additional locations, adding capacity, or new use cases
Vendor and Partner Management
- Coordinate with third-party vendors & providers to ensure timely delivery of services, integrations, and enhancements enabling CXP initiatives
- Review contracts & service level agreements to ensure compliance with expectations/deadlines
Customer (User/Fan) Support
- Lead the initial response & triage of reported user issues, delegating to appropriate parties for timely resolution
- Collaborate with Fan Service account representatives to manage responses to season ticket members
- Assist in creation & maintenance of CXP knowledge base to help staff troubleshoot common issues
Process Improvement
- Identify & propose improvements to operational workflows that improve operational efficiency/effectiveness
- Implement best practices in project management, ensuring tasks are completed on time and within scope
Qualifications:
- Bachelor’s degree in business, digital operations, computer science, or a related field
- 2+ years of experience in a digital operations, product coordination, or project management role, preferably in the sports, entertainment, or media industry
- Experience with content management systems (CMS), digital analytics tools (Google Analytics, Mixpanel, etc.), and project management software (Smartsheet, Asana, Jira, Project, or similar). Familiarity with biometrics and/or basic HTML, CSS, or other web technologies is a plus
- Strong interest in or experience with sports and entertainment digital products. Understanding of user experience (UX) best practices and digital content delivery
Requirements
- Excellent organizational and multitasking skills, with the ability to handle multiple concurrent projects & deadlines
- Strong written and verbal communication skills to effectively collaborate with internal teams and external partners
- Detail-oriented with a proactive approach to problem-solving and process improvement
- Enthusiastic about delivering high-quality digital experiences to fans and users
- Ability to work in a fast-paced environment and adapt to changing priorities, including nights and/or weekends when required by MBS event calendar
