Jackson Wells
Tempe, Arizona,AZ
Summary
Energetic, dedicated, data-driven, and hands-on professional with 5+ years of experience in guest services, specializing in event operations. Adept at managing and training diverse teams to ensure world-class service and enhance guest satisfaction. Offers a proven track record of implementing process improvements and handling guest feedback efficiently in fast-paced environments. Equipped with an MBA, exceptional problem-solving skills, and a passion for crafting unforgettable fan experiences. Fueled by a genuine love for the sports industry, determined to strategically enhance fan engagement and propel organizational triumph. Eager to embrace fresh challenges and contribute to the dynamic world of sports with an
unwavering commitment, poised to make a substantial impact while propelling the organization towards success.
Overview
14
14
years of professional experience
Work History
Guest Experience Manager
Arizona Cardinals
11.2024 - Current
- Direct and cultivate high-performing guest experience teams of 260+ employees, including hiring and onboarding over 150+ new team members within the past six months.
- Independently lead and operate large-scale events in solo leadership role, including the Charlie Kirk Memorial, Arizona Cardinals Alumni Golf Tournament, CONCACAF Quarterfinals, and multiple Arizona Cardinals Training Camp days.
- Develop and deliver comprehensive training programs for guest experience teams including the creation of the official Guest Experience Handbook and Standard Operating Procedures, ensuring exceptional customer care for fans and patrons Including ADA protocol.
- Spearhead staffing and operations for major events including NFL games, U.S. Soccer, Thursday Night Football, large scale events (including the Weeknd, Post Malone).
- Exhibit crisis management expertise by handling emergency scenarios, mastering evacuation procedures, and ensuring safety protocols remain top priority. ADA Coordinator Certification.
- Conduct dynamic staff training sessions, implementing engagement strategies such as contests, giveaways, and interactive initiatives to elevate team, subcontractor, and vendor performance.
- Serve as a central client liaison, fostering cross-departmental collaboration with security, facilities, concessions, and operations teams to ensure seamless stadium operations.
- Oversee all of internal guest team operations including uniform ordering and distribution, payroll, scheduling, lost and found, and event day staffing.
- Capture and analyze guest feedback, using data-driven insights to recommend actionable insight to improve guest experience and satisfaction.
Guest Experience Coordinator
ASM Global
02.2024 - 11.2024
- Manage one of the top-ranked ADA mobility teams in the NFL, the Houston Texans, driving swift execution of mobility requests and championing innovative accessibility initiatives that set new standards for inclusivity.
- Revitalize and elevate public and private stadium tours at NRG Stadium by orchestrating strategic collaborations with ASM Global, the Houston Texans, and Rodeo Houston’s public relations teams.
- Lead and empower a high-performing team of guest services specialists, delivering world-class customer care to over 5 million guests annually across NRG Stadium, NRG Arena, and NRG Center.
- Direct high-profile events for Rodeo Houston, major musical acts, and the Houston Texans, ensuring flawlessly executed and memorable fan experiences.
- Design and conduct impactful training sessions, leveraging innovative engagement tactics such as interactive contests, giveaways, and promotions to drive peak staff performance.
- Capture and analyze guest feedback to extract actionable insights, driving continuous improvement and enhancing overall guest satisfaction through data-driven insights and initiatives.
- Act as the key client liaison, seamlessly integrating efforts with security, facilities, and concessions teams to ensure impeccable stadium operations and strict adherence to safety protocols.
- Demonstrate exceptional crisis management and emergency response skills, effectively executing evacuation procedures to ensure the highest level of crowd safety
Fan Services Supervisor
Tennessee Titans
07.2019 - 01.2024
- Pioneered dynamic client engagement strategies, orchestrating pre-game festivities, interactive contests, exhilarating giveaways, and captivating promotions, all aimed at elevating the exhilarating game day atmosphere.
- Directed and cultivated a proficient team of guest services specialists, guaranteeing the delivery of unparalleled customer care to enthusiastic fans attending electrifying games and captivating events.
- Assumed a pivotal role as the central client liaison, proactively addressing inquiries, concerns, and escalated matters, ensuring seamless interaction and complete satisfaction for all attendees.
- Fostered seamless interdepartmental collaboration, synchronizing efforts with security, facilities, and concessions teams to orchestrate flawlessly executed stadium operations, bolstering comfort, and adhering to stringent safety protocols.
- Captured and analyzed invaluable guest feedback, pinpointing opportunities for enhancement and capitalizing on data-driven insights to amplify the overall fan involvement.
- Spearheaded comprehensive accessibility initiatives, coordinating tailored ADA services and resources to cater to the distinctive needs of fans with disabilities, ensuring an inclusive and rewarding experience.
- Exhibited exceptional crisis management expertise, deftly handling emergency scenarios, and exhibiting a proficient grasp of evacuation procedures to uphold the paramount priority of crowd safety.
- Conducted dynamic staff training sessions, upholding unwavering service benchmarks, and equipping the team with up-to-the-minute team updates, protocols, and policies.
Tour Manager
Foxhedge Music
05.2011 - 08.2019
- Facilitated and executed Chinese strategic business plan implementation and revenue generation goals by increasing and maintaining audience attendance rates (5,000-10,000)
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions by clarifying misunderstandings due to to differences in Chinese and American business styles
- Managed all logistics, including all booking engagements and international travel
- Developed merchandising strategy by using brand building strategies to promote multiple tours in China and US markets, including the development of vendor relationships overseas
- Effectively controlled release of proprietary and confidential information within Chinese media regulations
- Created promotions campaigns that drove strategic initiatives, raised brand recognition and increased sales revenues
- Supervised and worked closely with writers, directors, managers, and technical crews throughout production process
- Drafted and proofread marketing, advertising, and website copy to create cohesive branding experience
Education
MBA - Business
Lipscomb University
Nashville, TN12.2021
Master of Arts - Chinese Studies
Zhejiang University
Haining, China2018
Bachelor of Arts - Songwriting/Mandarin Chinese
Belmont University
Nashville, TN2016
Skills
- Event & Sports Management - Communications & Public Relations
- Guest Services & Customer Service - Data Analysis & Performance Insights
- Team Leadership & Staff Training - Marketing & Fan Engagement Initiatives
- Crisis & Risk Management - Project & Business Management
- Venue Operations & Logistics - Ethical Standards & Strategic Vision
- Strategic Planning & Execution - Hospitality & Client Relations
Timeline
Guest Experience Manager
Arizona Cardinals
11.2024 - Current
Guest Experience Coordinator
ASM Global
02.2024 - 11.2024
Fan Services Supervisor
Tennessee Titans
07.2019 - 01.2024
Tour Manager
Foxhedge Music
05.2011 - 08.2019
MBA - Business
Lipscomb University
Master of Arts - Chinese Studies
Zhejiang University
Bachelor of Arts - Songwriting/Mandarin Chinese
Belmont University