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Senior Vice President, Business Operations

Delaware North

Location: Boston, MA
Job Status: Full-Time
Posted/Updated: 10/18/2019

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Job Description:

Delaware North is one of the world's leading hospitality and food service providers. Its family of companies includes Delaware North Parks & Resorts, Delaware North Gaming & Entertainment, Delaware North Travel Hospitality Services, Delaware North Sportservice, Delaware North International and Delaware North Boston, owner of TD Garden. Delaware North is one of the largest privately held companies in the United States with revenues exceeding $2 billion annually and 60,000 associates serving half a billion customers in the United States, Canada, the United Kingdom, Australia and New Zealand.

Delaware North Boston is home to the TD Garden and Boston Bruins of the National Hockey League. The TD Garden has long been one of the must-play sporting and entertainment venues in the world. Anchor tenants include the Bruins and the NBA Celtics, some of the most successful franchises in their respective leagues. That notwithstanding, Delaware North Boston has built a championship squad off the ice, court and field, as well, that’s dedicated to delivering first-rate sporting and entertainment experiences. Pair that with the commitment of the Jacobs family, which has owned the arena and the Boston Bruins since 1975, and all signs point to victory.


Role purpose is to support and drive business results for operational excellence and exemplary guest service. This includes maximizing the event schedule strategy and growth, overseeing and supporting innovative technology initiatives to leverage visible and strategic vision for TD Garden and the sports and entertainment community, identifying strategic initiatives to enhance, manage and support the business as an industry leader.

The position is responsible for developing and managing all operational facility, event scheduling and management, operational functions and personnel related to ensure client satisfaction, retention and maximization of guest experience and profitability. This includes Operations (Guest Services, Facilities and Engineering, North Station Garage, Security, Events, and Housekeeping), Event Booking, Technology, eBusiness, Sportservice relationship oversight, and serves as key contact for Hub on Causeway project. The SVP, Business Operations will promote and embody the TD Garden as the premier entertainment venue in the industry and represent TD Garden to optimize community stature and public awareness. The SVP, Business Operations serves as a thought partner with the President around operational efficiencies and exemplary guest service and satisfaction at all TD Garden events.


Business Strategy Leadership

-Maximizes the event schedule strategy and growth, overseeing and supporting innovative technology initiatives to leverage visible and strategic vision for TD Garden and the sports and entertainment community
-Creates and implements sustainable competitive strategies and advances market leader status in the entertainment industry
-Communicates and adjusts the business unit to remain in alignment with strategic initiatives and business opportunities
-Serve as liaison with joint venture development activities

Business/Financial/Customer Results

-Provides leadership and execution in all areas of business operations (including event operations, facility enhancement, event booking, guest experience, information technology, tenant relations, TD Garden expansion project, Hub on Causeway project, vendor relations and labor relations) as applicable
-Drives highest levels of guest service to clients, guests, partners, agents, performing acts, promoters, vendors etc.; partners with cross-functional team for comprehensive guest experience culture to create extraordinary moments at TD Garden
-Optimizes enterprise customer service and environmental sustainability initiatives; elevates customer/client focus to best/next practices within Delaware North Boston and GuestPath
-Identifies the critical tasks and provides the resource allocation (including people) necessary to achieve desired goals and objectives
-Ensures that all associates are committed to and deliver exceptional customer experiences, service and recovery
-Takes action to ensure superior execution is cascaded down through the operations via financial and operational action plans and performance feedback
-Oversee business operational investment strategies and strategic revenue plan, ensuring first-class facilities, premium services and optimal financial investment levels and arena profitability
-Collaborates to maximize, integrate and leverage shared services resources
-Clearly defines and commits to financial and operational results; interprets and communicates expected outcomes through the leadership chain and holds self and others accountable to achieve results using performance coaching and clear feedback
-Converts strategic initiatives into working concepts


-Direct and oversee capital investment strategy, ensuring compliance and the maximization of operational efficiencies; ensures systems and controls, policy and processes are in place to achieve enterprise and legislative regulatory requirements including operational, events management and booking, technology etc.
Shares and collaborates with other company leaders on best practices that improve organizational compliance and the maximization of operational efficiencies

Team Leadership

-Ensures that appropriate staffing projections and workforce plans are in place and that actions are proactively taken to recruit, engage, develop and retain high performing associates
-Creates and sustains a culture of service excellence; holds self and others accountable for individual and team development that align with the needs of the business, maintains skills that are relevant, embody TD Garden as a premier entertainment venue in the industry to optimize community stature and public awareness; maintain results in a clear ROI through performance coaching and feedback
-Leads cross-functional teams across various operational functions at TD Garden, including managing the relationship of Sportservice, ensuring a concerted focus on organizational goals and objectives to maximize the guest experience and arena profitability
-Builds and sustains strong teams and business relationships, leveraging strengths and synergies for enhanced business impact
-Cultivates business relationships with vendors and service providers to maximize operational efficiencies, cost savings and pricing strategies to leverage advertising and sales opportunities within TD Garden
-Leads in the organization within traditional and matrix structures
-Models effective High Performing Team (HPT) leadership skills and creates development opportunities to build 360 leadership competence

Relationship Management

-Cultivate and oversee business relationships to maximize operational efficiencies, promoting TD Garden as the premier entertainment venue in the industry, optimizing community and public awareness
-Maximize event scheduling and booking strategies with promoters and event bookers, cultivating relationships to ensure retention and sustainable revenue generation
-Identifies and builds key relationships (client, community, regulatory, industry) at levels appropriate to existing strategy and the needs of the business; establishes a diverse client network and recognizes and manages unique client needs
-Manages relationships with city and state officials to ensure proper licensing and build positive relationships promoting the TD Garden as a responsible community member and partner
-Manages internal relationship and oversight of Sportservice to align the operational business needs as a one-team approach, unifying decisions and strategies to ensure best in class food and beverage service and facilities


-Bachelor's degree, Business Administration, Event/Facilities Management
Executive/Senior Management role (10-15 years’ experience) in business operations; arena operations and facility management required
-Exclusive experience in Sports/Hospitality/Entertainment Industries
-Experience in arena operations and service, facility management, labor relations, vendor contract negotiations and management, tenant relations and exemplary customer/guest service
-Strong conceptual and strategic skills and ability to work with and thoroughly understand all functional areas involved in managing a multi-million dollar sports and entertainment facility
-Multi-faceted strategic leader with ability to manage multiple teams along different business lines
-Strong business acumen; strategic thinker/approach
-Experience working with artist agenda and promoters
-Confidence in presenting plans and projections to all levels of internal and external partners
-Travel 20%, including nights and weekends
-Management reserves the right to assign or reassign duties and responsibilities on this job at any time. Delaware North is an Equal Opportunity Employer.


Founded in 2007, Prodigy Sports, located in the New York City suburb of Freehold, NJ, boasts over 80 years of experience in the sports and entertainment business. As renowned nationwide leader in senior-level executive search, Prodigy Sports has honed its business principles and expertise, establishing itself as the largest sports-specific, boutique recruiting agency in North America.

No phone calls please. For any additional questions, please email info@prodigysports.net.


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