Manager, Program Management

Who We Are:On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest experiences, live event production and travel management across sports, entertainment, fashion and culture. On Location provides unrivaled access for corporate clients and fans looking for official, immersive experiences at marquee events, including the Olympic and Paralympic Games, FIFA World Cup 2026, Super Bowl, NCAA Final Four, and more. An official partner and/or service provider to over 150 iconic rights holders, such as the IOC (the Milano Cortina 2026 and Los Angeles 2028 Olympic Games), FIFA, NFL, NCAA, UFC, WWE, and PGA of America, the company also owns and operates a number of its own unique experiences. On Location is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company.

The Role and What You’ll Do:

The Manager, Program Management is responsible for creating and maintaining a positive guest experience. This role will develop and execute communication strategies, manage guest inquiries, and feedback, and manage the relationship with inside sales and guest services. This role also involves managing relationships with university partners and external vendors for custom VIP Groups, Event Works, including software utilization, itinerary creation, and staff training. Additionally, the manager oversees gifting programs, ensuring high-quality gifts and efficient fulfillment processes.

Guest Communications:

• Develop and implement communication strategies for engaging event guests.
• Oversee all guest communications, promptly addressing inquiries, concerns, and requests.
• Craft clear messages across various channels, including email, newsletters, social media, and event apps tailoring them for different guest segments.
• Manage event updates and reminders for accurate and relevant guest communication.
• Collaborate with Marketing team for synchronized communication efforts.
• Develop crisis communication plans and protocols.
• Collect and analyze guest feedback to improve communication strategies.
• Stay updated on communication tools and technologies for optimal engagement.

Event Works (Within the scope of Aer Lingus Classic):

• Manage day-to-day contact with Event Works.
• Utilize Event Works software for itinerary creation and guest communications.
• Monitor vendor performance and address issues promptly.
• Identify staffing support needed for the itinerary on time creation & delivery.
• Optimize Event Works for efficiency and effectiveness.
• Stay updated on software upgrades and implementing new features.
• Provide training on Event Works utilization.
• Collaborate with internal teams for seamless Event Works deployment.

Partner & Guest Services:

• Serve as the primary external contact for university partners and internal contact for the guest services and sales team, ensuring a positive experience.
• Act as a liaison between university partner contacts (Alumni Association, Athletics, Development and University Leadership), guests and internal teams.
• Develop and implement a comprehensive guest experience strategy.
• Define and uphold hospitality and service standards.
• Act as the primary point of contact for guest services as it relates to on-site guest issues.
• Provide training for staff involved in guest services.
• In conjunction with WFO, oversee staff apparel design, procurement, and distribution.

Custom & VIP Groups:

• Serve as the primary contact for all custom groups, VIP groups from partner universities and event VIPs.
• Coordinate with vendors to source accommodation, transportation, tours, etc. to fulfill client expectations.
• Develop and oversee the Custom and VIP group experience from start to finish, including the development of an ELITE-style program for high-net worth individuals.

Gifting & Fulfillment:

• Develop and manage comprehensive gifting programs for events.
• Coordinate with vendors to source high-quality gifts.
• Manage gifting budgets and fulfillment processes.
• Collect and analyze data on gifting program performance.
• Stay updated on industry trends for innovative gifting ideas.

General Team Functions:

• Manage and develop at a minimum, (1) Coordinator, and or temporary staff as assigned.
• Ability to navigate all internal systems including but not limited to, TPS, Formsite, Smartsheets and Concur.
• This role will also serve in support roles on other On Location events, including traveling on-site and collaborating with other departments.

You Have These

• Education in marketing, communications, hospitality, or a related field
• 3+ years of experience in hospitality, guest communications, lifecycle marketing, or a related role
• Strong understanding of customer lifecycle principles and best practices including design, build, and legal compliance.
• Proven track record of developing and executing successful guest communication campaigns that are intentional in their objectives and outputs and drive retention and loyalty.
• Exceptional communication and collaboration skills, with a demonstrated ability to work across departments.
• Strong copywriting, grammar, and editing skills that follow AP style guidelines.

• Experience with multiple technologies and proprietary system development related to guest communications and data analytics is preferred. 
• Ability to lead by example, and drive for solutions.
• Excellent organizational and multitasking skills, demonstrating an ability to manage time effectively across multiple projects and assignments.
• Good communication and interpersonal abilities, with a willingness to learn and contribute to a team-oriented environment. 

Travel

Must be adaptable to work and travel schedules and be available to travel for work which may include extended work hours during nights, weekends, and holidays.   

Other Duties & Responsibilities

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice. and all team members will be expected to contribute to any other aspects of the business, as necessary.

How we work: 

TKO is at the center of sports, media, entertainment, and fashion and is a largely relationship-based business. To foster an environment of collaboration, develop our future talent, and build on relationships across leadership, peers, and teams, we work from the office 4 days per week/in a remote capacity. We see immeasurable value internally and throughout the core of the businesses we support.

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.