Head of Operations

The Head of Operations is a senior leadership role responsible for the seamless planning,

execution, and continuous improvement of all non-production operational aspects. This position serves as the primary operational liaison between the club, league office, venue partners, local authorities, and external vendors. The role works in close partnership with the Head of In-Game Production (who owns all entertainment, music, video board, scripted run-of-show, and on-field presentation elements).

Core Responsibilities

1. Matchday Operations Leadership (Non-Production)

• Own end-to-end matchday operations for all home matches, excluding in-game

entertainment and production elements.

• Develop and annually update the comprehensive Matchday Operations Manual

(timelines, staffing plans, security protocols, emergency action plans, gate opening,

credentialing, etc.).

• Serve as the club's primary Event Manager on matchday or designate/supervise

junior staff and part-time help.

• Coordinate with league operations staff on all requirements (broadcast compounds, medical protocols, competition regulations, etc.).

• Manage fan entry/exit flow, concourse operations, concessions coordination,

wayfinding, and post-match egress.

• Oversee relationships and contracts with third-party matchday vendors (security,

medical, housekeeping, parking, guest services, ushering, conversion crews).

2. Non-Matchday Events & Venue Programming

• Lead operations for all club-hosted non-match events (season-ticket member

events, sponsor activations, youth clinics, watch parties, community tournaments,

etc.).

• Maximize venue utilization during non-match windows in collaboration with

commercial and community teams.

• Develop operational playbooks for recurring event types.

3. Partnership Activation & Sponsor Fulfillment Coordination

• Serve as the operational point person for all sponsor deliverables requiring venue

access, signage installation, concourse assets, hospitality spaces, or physical

activations.

• Track and help maintain the annual Sponsor Activation Calendar in partnership with

the commercial team.

• Conduct venue walkthroughs with key partners and provide post-activation recaps

and proof-of-performance documentation.

4. Facility & Venue Management

• Act as primary day-to-day liaison with stadium authority/venue operator (e.g.,

future dedicated facility).

• Manage training-ground operations in coordination with technical staff (field

scheduling, maintenance coordination, equipment inventory, locker room

standards).

• Help oversee capital improvement projects and ongoing maintenance for both

match venue and training facilities.

• Ensure compliance with all local fire, health, safety, and ADA regulations.

5. Staffing & Workforce Management

• Hire, train, and schedule all part-time gameday staff

• Build relationships with third-party staffing agencies

• Maintain staffing budgets and payroll processes in collaboration with finance.

6. Budgeting & Financial Oversight

• Develop and manage the annual Operations department budget.

• Negotiate and manage vendor contracts to achieve cost efficiency without

compromising quality or safety.

• Track and reconcile all matchday and event-related expenses.

7. Safety, Risk Management & League Compliance

• Maintain and annually update the Emergency Action Plan in coordination with

venue, local law enforcement, and fire officials.

• Ensure full compliance with USL Super League operations standards and local

permitting.

8. Technology & Infrastructure (Non-Production)

• Oversee operational technology systems: access control, CCTV, Wi-Fi

infrastructure, cashless/point-of-sale systems, ticketing scanners, etc.

• Coordinate with Head of In-Game Production on shared technology needs (e.g., LED

ribbon boards, video board infrastructure).

9. Cross-Departmental Leadership

• Serve on the club's Senior Leadership Team.

• Partner closely with Technical Staff on training schedule and facility needs.

• Collaborate with Marketing, Ticketing, Community, and In-Game Production teams

to ensure operational feasibility and smooth hand-offs.

Key Performance Indicators (KPIs)

• Fan satisfaction scores (operations-specific questions)

• Zero critical safety/security incidents

• On-time gate openings and match kickoffs

• Sponsor physical-asset fulfillment

• Operations budget variance