Lead Usher

The Lead Usher oversees usher operations and guest services throughout the ballpark, ensuring a safe, organized, and enjoyable experience for all attendees at Wilson Warbirds games. This role provides leadership to the usher team, resolves escalated guest concerns, and coordinates with stadium management during games. This Lead Usher serves as the primary point of contact for ushers and ensures compliance with ballpark policies and safety standards.

Essential Duties and Responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

Lead team meetings before gate openings to share event-specific information and review training topics provided by management to reinforce customer service standards
• Assist ushers in resolving guest concerns related to ballpark policies or ticketing issues
• Respond promptly and make informed decisions during emergencies or incidents at assigned gates and levels
• Ensure precise communication of details to medical personnel, law enforcement, and ballpark command regarding altercations or medical situations
• Oversee the orderly clearing of guests from designated areas at the conclusion of events and provide final clearance for release
• Utilize two-way radios to maintain clear communication with supervisory staff and the command center regarding ballpark incidents
• Help fans locate seating sections and other areas within the ballpark as needed
• Uphold all ballpark rules and safety regulations
• Lead the usher team, ensuring all supervisory duties are executed in alignment with company policies and legal requirements
• Address and resolve complaints from guests and ushers in a professional manner

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Strong communication and leadership skills
• Ability to manage difficult customer situations and respond promptly to customer needs and/or requests for service/assistance
• Ability to work independently and make quick, informed decisions in fast-paced situations
• Must be able to stand for long periods of time
• Experience as Lead Usher preferred
• Must be at least 18 years of age

Education and/or Experience

High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experience.

Work Hours

Hours vary according to the game and event schedule, which will include weekends and some holidays.

Must be available to work all games and special events.

Some perks include:

• Ballpark discounts
• Recognition program and incentives
• Inclusive training and development opportunities aligned with Club values

For more information about our Crew, other benefits and insight into our Club culture please visit our Careers Page.