Manager, Player & Family Experience

Position: Manager Player & Family Experience

Department: Hockey Operations

Reporting To: Director Team Services

Our Purpose:

We are building a championship organization that serves our fans community and business partners through world class sports and entertainment. We believe that Winning Matters our Fans come first with risk comes reward great teams can achieve unimaginable results honoring the Pacific Northwest is our duty and driving the business is our responsibility.

Since the team was awarded in 2018 through to our first puck drop in 2021 the Kraken brand has become one of the most recognized and beloved in the NHL. Playing at Climate Pledge Arena the most sustainable arena in the world we want to provide a memorable experience every night and make fans for life. Our joint foundation One Roof Foundation aims to advance equity and sustainability by increasing opportunities to thrive for our most vulnerable young people and communities. Kraken Community Iceplex serves not only as the official practice facility for the team but also as a thriving 3-sheet community facility providing skating and hockey programming for all.

Our Commitment to Diversity Equity and Inclusion in Hiring:

The Seattle Kraken aspire to write a new playbook in sports and entertainment that includes alignment with this vision if you dont meet every job requirement listedor if you havent played ice hockey before or are still learning about the sportwe still encourage you to apply. We understand you may bring other relevant experiences and expertise to help us become the highest performance organization we can be. One of our core values is Make Us Better and we recognize diversity equity and inclusion as a critical business strategy.

If youd like to request an accommodation in the application or interview process please let us know by emailing: .

Position Summary:

Experience Programming & Family Liaison

• Architect the Experience program crafting a holistic family and player support program and calendar.
• Plan and execute family and player events in alignment with the Team Services annual calendar coordinating logistics communications vendor and venue coordination and on-site execution.
• Serve as the primary family liaison and point of contact building trusted relationships with families and providing consistent discreet support throughout the season.
• Develop and maintain strong proactive family relationships (spouses/partners and key family members) balancing highâtouch service with appropriate boundaries.
• Partner closely with Communications Community Corporate Partnerships Hospitality and Marketing to ensure smooth execution of family operations and player/family touchpoints that align with organizational core values and objectives.
• Anticipate needs and proactively address issues related to travel access relocation emergencies or personal logistics.

GameâDay & Event Family Operations

• Serve as the Team Ticket Manager for players families and staffoverseeing requests allocations distribution and issue resolution in accordance with Club and League policies.
• Coordinate with Security Arena Operations Ticketing and Communications to ensure appropriate access credentialing and gameâday readiness for families and approved guests.
• Oversee family access and logistics for home and away games including: credentialing hospitality parking and arrival logistics.
• Manage familyârelated operations for special events (playoffs training camp special ceremonies team functions).

Team Services Support

• Provide operational support to Team Services to ensure continuity of service and bestâinâclass execution across the season.
• Travel as the Team Services representative on 23 road trips per season providing onâsite support and issue resolution as needed.
• Support trip logistics (meals rooming lists meeting space timing service requirements) and assist with coordination updates and onâsite execution.

Player Onboarding & Transitions

• Lead the familyâfocused onboarding experience for new players including:
• Orientation to Club resources and support services
• Communication of family policies timelines and contacts
• Support players and families through key transition points such as start of season trades callâups and endâofâseason exits.
• Coordinate with Hockey Operations leadership to ensure transitions are handled with clarity empathy and professionalism.

Program Management Budgeting & Reporting

• Manage budgets associated with player care and family programming.
• Track usage feedback and trends to identify opportunities for improvement and risk mitigation.
• Develop internal documentation and playbooks to ensure consistency continuity and scalability of services.

Leadership & Supervision

• May directly manage or oversee coordinators specialists or seasonal staff supporting player care and team services initiatives.
• Provide guidance training and coverage standards for staff supporting family and player operations on game days and events.
• Serve as a calm solutionsâoriented leader during highâpressure or sensitive situations.

Required Experience & Qualifications:

• Bachelors degree in Sports Management Hospitality Business Communications or a related field (or equivalent professional experience).
• 5 years of experience in player services team operations athlete support event operations or a closely related field.
• Proven experience working directly with professional athletes and/or their families in a confidential highâexpectation environment.
• Exceptional organizational skills and operational discipline including the ability to manage complex logistics solve problems quickly and juggle multiple priorities in an event-driven calendar.
• Strong interpersonal skills emotional intelligence and discretion; trusted to navigate sensitive situations and confidential information with sound judgment.
• Effective communicator with the ability to influence and partner cross-functionally to deliver a consistent player and family experience.
• Hospitality and service mindset with a commitment to high-touch professional support and consistent standards of care.

Preferred Experience & Qualifications:

• Experience with a professional or highâperformance sports organization (NHL NFL NBA MLS NCAA elite academies).
• Familiarity with Seattle and the Pacific Northwest including local venues vendors and community resources.
• Familiarity with credentialing systems league regulations and arena operations.
• Experience supervising staff or managing crossâfunctional initiatives.
• Background working with diverse international and multicultural populations.

Total Rewards Package:

• Compensation:
  • In accordance with Washingtons Equal Pay and Opportunity Act the expected salary range for this position is $90000 - $105000 annually. Actual base pay will depend on employees experience and other job-related factors permitted by law.
  • This role is classified as full-time exempt.
  • Bonus eligibility
  • Monthly cell phone stipend
• Benefits & Perks:
  • Company-paid medical dental and vision insurance including premiums for eligible dependents enrolled in the plans
  • Company-paid life insurance and short & long term disability insurance
  • Company-paid employee assistance program and Headspace subscription
  • Flexible spending accounts and voluntary accident critical illness and hospital indemnity insurance available
  • Company-paid Orca card
  • 401k (pre-tax and Roth) with Company match up to 4%
  • 10 vacation days 3 personal holidays and accrued sick time
  • Minimum 10 paid holidays per year
  • Paid parental leave
  • Kraken ticket stipend and employee only pre-sale opportunities to non-Kraken events
  • Discounts at the Kraken Team Stores Kraken Community Iceplex 32 Bar & Grill and other partners
  • Company-wide recognition platform
  • Corporate office located at the Kraken Community Iceplex in Northgate; within walking distance of the Northgate Light Rail Station and Northgate Transit Center; free parking

Working Conditions:

• This role is based on-site in our Seattle office and requires work to be performed in person. However we do value flexibility as the business will allow and offer occasional opportunities to work from home.
• Requires work during nonâtraditional hours including nights weekends and holidays.
• Travel required for 23 road trips per season or select special events.
• Fastâpaced highly visible role requiring discretion and adaptability.
• Frequent bending lifting 15-20 pounds sitting exposure to multiple external elements extensive walking through the building including inclines and stairs.

Seattle Hockey Partners LLC and Seattle Arena Company LLC are proud to be an equal opportunity workplace. We do not discriminate on basis of race color religion sex (including pregnancy and gender identity) national origin political affiliation sexual orientation marital status disability genetic information age membership in an employee organization retaliation parental status military service or any protected category prohibited by local state or federal laws.

Required Experience:

Manager