Manager, People Experience (Frontline)

San Jose Sharks
Full time | Full day

Manager, People Experience (Frontline)

Posted 21 October by San Jose Sharks

  • San Jose
TITLE: Manager, People Experience (Frontline) POSITION TYPE: Full Time, Exempt COMPANY: Sharks Sports & Entertainment LOCATION: San Jose, CA REPORTS TO: Vice President and General Counsel POSTING DATED: October 20, 2021 Summary Team Teal Born in 1991, Team Teal has grown into a multi-faceted organization that includes the SAP Center, the NHL San Jose Sharks, the AHL San Jose Barracuda, three Sharks Ice facilities, and the non-profit Sharks Foundation. Additionally, we are growing our organization through expansion in the Bay Area and surrounding communities in Northern California We work and play in the Bay Area, and are deeply influenced by the technology, innovation, diversity, and commitment to excellence that surrounds us. Our culture is transforming to reflect those values, with an eye towards a pioneering, forward-thinking, and inclusive environment in sports and entertainment We live, work, and innovate by a set of Pioneering Principles: T – Team success is more important than individual success E – Exceptional experience is non-negotiable in everything we do A – Appreciate others for their diversity and opinions M – More risk leads to more rewards and expands our comfort zones T – Trust that all teammates have the best intentions E – Empower all teammates to make informed decisions A – Always say what you really mean and do what you say L – Lead by showing the respect to others you expect from them We strive to unite people through a shared love of ice sports, entertainment, and our hometown. We are Teal Together; we are Team Teal. Position Overview: The Manager, People Experience (Frontline), acting under the general direction of the Vice President and General Counsel, partners with the Sharks Sports & Entertainment (“SSE”) frontline people manager team members at all SSE facilities (SAP Center, Sharks Ice San Jose, Sharks Ice Fremont and Oakland Ice Center) The key responsibilities of this position are to provide extraordinary levels of service to team members through a high level of influence, execution, and prioritization of duties. The Manager, People Experience (Frontline) has three core areas of focus: recruitment, orientation and training, and first-level team member relations. The Manager, People Experience (Frontline) has direct oversight of two Sharks Ice HR Coordinators Essential Duties and Responsibilities: Recruiting
  • Determine proper frontline staffing levels in conjunction with business managers
  • Develop hiring announcements with an eye towards maximizing return on advertising investments
  • Analyze current recruitment strategy and continuously refine to increase effectiveness
  • Direct the ongoing and Job Fair recruitment processes
  • Coordinate recruitment procedures and hiring efforts between all frontline SAP Center and Ice Center departments
  • Manage the onboarding process, ensuring efficiencies and compliance with internal practices and applicable employment laws
  • Provide regular updates to stakeholders on a variety of topics, including recruitment progress and recruiting and retention metrics
  • Track and define metrics for development of employees
  • Responsible for effective implementation and utilization of Litmos, our online learning management system
  • Design, refine and guide frontline staff orientation, policy and procedure training for all frontline new hires, to ensure positive and efficient onboarding
  • Conduct/facilitate and assist with training of frontline employees: New Hire Orientation, Model Performing, Anti-Harassment, DI&B+, New Hire Feedback.
  • In collaboration with Legal, refine and maintain frontline policies and procedures, including Guest Service Guides
  • Train and coach management/supervisory staff in interviewing, hiring, performance reviews, counseling, diversity, disciplinary and regulatory compliance
  • Determine and document the job essentials and performance standards for each department and position, assignment, classification, task for training

Team Member Relations
  • Spearhead all frontline staff performance management processes, and issues
  • In tandem with Legal, HR, guest experience and ice center GMs, work on managing the People Management Plan and updating to ensure compliance with applicable laws
  • Conduct wage and employment surveys within area labor market to monitor competitive wage rates and hiring trends
  • First level resource for resolution of employee relations’ issues; escalating to HR and Legal when necessary
  • Ensure compliance with and serve as union liaison to manage all aspects of employee relations
  • Active member of the Emergency Response Team, which includes participation in safety and environmental projects
  • Conduct annual frontline engagement survey, as well as frontline exit interview and onboarding surveys to provide department managers with actionable items to constantly improve the team member experience
  • Perform other tasks and projects as required
  • An ideal candidate will thrive in a very fast-paced environment, handling a variety of projects and responsibilities daily
  • Bachelor's Degree required; preferably in Business Administration, Human Resources or similar field
  • 3 to 5 years’ experience in a Human Resource Generalist role, including extensive recruiting experience in filling high-volume openings
  • Demonstrate experience working successfully with matrix reporting and multi-site responsibilities
  • Proficiency in all Microsoft Office applications
  • Must be available to work event-based hours that frequently include nights, weekends and holidays
  • Must demonstrate outstanding communication skills, both spoken and written
  • Must be highly comfortable presenting in group settings, and demonstrate effective training, and group facilitation skills
  • Ability to travel to and navigate various SSE facilities; locations currently include San Jose, Oakland, and Fremont on a weekly basis
  • Fluency in Spanish preferred
  • Ability to communicate with individuals and groups, in person, via video conferencing and phone; work with computers for extended periods of time
  • At this time, all SSE employees must be fully vaccinated against COVID-19 prior to working onsite at any SSE facility, unless the individual is able to telework or is otherwise eligible for an exemption in accordance with applicable law. If on-site services are to be performed, SSE will require you to certify your vaccination status as part of the onboarding process.
What We Offer
  • Competitive base salary and performance-based variable pay
  • A robust package of healthcare benefits; 401(k) retirement
  • Central office location in downtown San Jose at the heart of Silicon Valley; convenient access to Caltrain, VTA, major freeways, and free parking
  • The opportunity to work with a variety of passionate individuals, committed to innovating exceptional sports and entertainment opportunities in our hometown
  • An inclusive culture which values diversity of background and a passion to improve our SSE’s commitment to change with impact on our community and industry
  • Flexible scheduling and telework opportunities
Our Commitment to Diversity, Inclusion & Belonging Here at Team Teal, we recognize and celebrate that individuals come with a wealth of experience and talent well beyond any list of required skills and qualifications – in fact, we believe diversity of backgrounds and skills, combined with passion, are the most important keys to meaningful innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

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