Manager, Spectator Experience (OFX)

LA28-USOPP does not provide relocation assistance.

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LA28 is the independent, non-profit, privately funded organizing committee for the Los Angeles 2028 Olympic and Paralympic Games. The United States Olympic and Paralympic Properties (USOPP) is the commercial joint venture between LA28 and the U.S. Olympic & Paralympic Committee (USOPC), charged with marketing and selling combined commercial assets, including rights to the U.S. Olympic and Paralympic Teams (Team USA) and the LA28 Games. We are on a singular mission to create an Olympic and Paralympic Games that celebrate all that this city and country have to offer, delivering an unparalleled experience for athletes, fans, partners and our community.

The 2028 Games mark the return of the Summer Games to the U.S. for the first time in 32 years and Los Angeles’ third time hosting an Olympic Games and first time welcoming the Paralympic Games. This presents the unique and exciting opportunity to celebrate our legacy with the Games and push the Olympic and Paralympic Movements forward, writing a new chapter of Games history in Los Angeles.

Putting on an Olympic and Paralympic Games is a team sport. To build a Games unlike any the world has seen before, we need the best team in place–a team full of diverse perspectives, experiences and expertise. We are guided by the following set of values and behaviors–optimism, integrity, excellence, inclusion, co-creation and boldness–and look forward to hearing about how your past experiences align with them.

Manager, Spectator Experience (OFX)

The Spectator Experience (OFX) team serves as the “voice of the spectator” within LA28. OFX works across the full Games footprint to ensure decisions that touch the fan experience are informed by a clear understanding of who spectators are, what they need, and where the journey breaks down. OFX holds a client-owner mandate: the team defines experience standards, shapes operational planning on behalf of the spectator, and holds delivery partners accountable to agreed service levels. OFX advises, partners with, and supports a wide range of internal and external delivery teams, embedding the spectator perspective into how FAs plan, prioritize, and deliver.

The Manager, Spectator Experience is a true individual contributor who owns specific workstreams within the OFX team and serves as the spectator’s representative inside assigned elements of LA28’s planning processes. The Manager will own the spectator experience lens across assigned Functional Areas (FAs) translating fan needs into service-level requirements, shaping how delivery FAs approach planning, and tracking risks on behalf of the spectator. They will also build deep fluency in the digital and informational touchpoints that shape how fans navigate and experience the Games, while producing the frameworks, tools, and leadership materials that give OFX’s perspective operational weight. This role requires someone who can influence without direct authority and keep the spectator at the center of decisions made by others. Reports to the Director of Spectator Experience.

Key Responsibilities:

• Serve as the OFX representative and spectator advocate within assigned Functional Areas/workstreams ensuring fan needs are present and reflected in planning decisions made by delivery partners
• Translate spectator journey insights into clear service-level requirements and experience standards, giving delivery FAs the specificity they need to plan effectively
• Identify misalignments between planned operations and spectator expectations; escalate risks, gaps, and opportunities early in the planning process
• Lead development and ongoing refinement of end-to-end spectator journey maps, audience segmentation frameworks, and experience standards across assigned LA28 Zones and/or journey phases
• Author service-level expectations and experience principles that delivery FAs plan toward — ensuring standards are specific, measurable, and operationally grounded
• Own risk and opportunity tracking for assigned areas, maintaining structured inputs into risk logs and surfacing decision-relevant insights to senior leadership
• Lead OFX contributions to venue planning exercises, driving spectator-focused inputs and ensuring operational plans reflect agreed experience standards
• Review venue operational plans through the spectator lens, providing structured feedback that ensures fan needs are built into how operations are designed and sequenced
• Author and maintain planning tools, templates, and documentation that enable OFX team-wide consistency across a scaled venue footprint and functional portfolio
• Partner with Digital, Comms, and Tech FAs to ensure information architecture, content strategy, and fan-facing tools are designed around the spectator journey
• Map the full informational journey from pre-trip planning through in-venue navigation, identifying gaps and friction points where poor information access degrades the live experienc
• Represent the spectator’s perspective inside internal planning and product reviews for LA28’s fan-facing digital products, apps, and wayfinding systems
• Prepare leadership-ready materials: briefings, risk summaries, experience reviews, and strategic recommendations that give the spectator perspective weight in LA28 decision-making
• Contribute to measurement frameworks that track spectator experience quality and inform continuous improvement across planning phases and into Games-time

Background & Requirements:

• Minimum 5+ years of experience in large-scale event planning, fan or guest experience strategy, or a cross-functional advocacy or client-owner function within a complex operational environment
• Demonstrated ability to manage complex, cross-functional workstreams with multiple stakeholders and competing timelines
• Experience translating audience or user needs into operational requirements, service standards, or experience frameworks
• Familiarity with digital fan-facing products, information architecture, or content strategy as they relate to live event or venue contexts
• Strong written and verbal communication skills, including the ability to synthesize complexity into clear, leadership-ready outputs
• Comfortable influencing planning decisions without direct authority over delivery, and operating effectively in ambiguous, fast-moving environments

Expectations:

• Prior experience with Olympic, Paralympic, or equivalent mega-event planning cycles
• Familiarity with venue planning processes or structured operational readiness frameworks
• Experience in a client-owner, standards-setting, or spectator/user advocacy function within a multi-FA or multi-partner delivery model
• Strong risk management and mitigation abilities  
• Ability to adapt to fast-paced environments with tight deadlines and evolving priorities
• Track record of successful management of large scale, multi-faceted events & integrated marketing programs 

Education:

• Bachelor’s degree (or equivalent experience) in Event Planning, Sports Management, Project Management, or related field 
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) or equivalent
• Experience using project management tools (e.g., Smartsheet, Monday.com, Asana)

Physical Requirements and Working Conditions:

• Ability to work on-site in an open office environment, based in Los Angeles, CA
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment  
• Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods.

The annual base salary range for this position is $88,000.00 - $115,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law.

LA28 does not provide relocation assistance.

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LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.