Title: Mission Control Operator
Department: Guest Service
Reports To: Sr. Manager, Guest Services
FLSA Status: Part-Time, Non-Exempt
Pay Rate: $18.50/hour
Job Summary:
The Mission Control Operator provides critical operational support to ensure the safety, security, and overall guest experience at Golden 1 Center during events. This role serves as a central communication and coordination point for event-related incidents, maintenance concerns, emergency response, and operational support requests. Operators are responsible for monitoring communications, documenting incidents, and distributing information in a professional, accurate, and timely manner while maintaining composure in high-pressure situations.
This is a part-time, event-based position. Event team members must be available to work nights, weekends, holidays, and extended hours based on the Golden 1 Center event calendar.
Key Responsibility Areas:
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Operate two-way radios, multi-line phone systems, and other communication platforms to support event operations.
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Serve as a central point of contact for incident intake, escalation, and communication during events.
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Maintain accurate logs of incidents, operational activity, and event-related communications.
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Monitor and respond to guest concerns and service requests submitted through in-house communication or texting systems.
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Provide event-related information to internal departments, staff, contractors, and external agencies as needed.
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Coordinate and communicate maintenance, operational, safety, and security concerns to the appropriate departments.
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Exercise sound judgment and professionalism when responding to routine and emergency situations.
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Analyze situations quickly and take appropriate action in accordance with established policies and procedures.
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Prepare concise, accurate reports and documentation related to incidents and event operations.
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Maintain working knowledge of Golden 1 Center, the DOCO campus, event operations, and emergency procedures.
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Collaborate professionally with coworkers, event staff, security personnel, and outside agencies to support successful event operations.
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Perform other related duties as assigned.
Knowledge, Skills, and Abilities:
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Knowledge of proper English usage, grammar, punctuation, spelling, and vocabulary.
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Knowledge of dispatch communication procedures, including emergency and non-emergency call handling.
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Familiarity with police ten codes and radio communication protocols preferred.
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Ability to prioritize and manage multiple tasks in a fast-paced environment.
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Strong conflict resolution, communication, and customer service skills.
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Ability to remain calm, professional, and solution-oriented under pressure.
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Ability to type and enter data accurately and efficiently.
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Proficiency in Microsoft Office programs, including Word, Excel, and PowerPoint.
Qualifications:
Education and/or Experience:
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High school diploma or GED required.
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Minimum of two years of full-time or equivalent part-time experience in dispatch, communications, customer service, security operations, or a related field preferred.
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Experience working with the public in high-pressure or fast-paced environments preferred.
Other Qualifications:
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Ability to work a flexible event-based schedule, including nights, weekends, holidays, overtime, and on-call shifts as needed.
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Strong organizational, time-management, problem-solving, and decision-making skills.
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Ability to communicate clearly and effectively both verbally and in writing.
