Downtown Phoenix Ambassador Team Lead at Downtown Phoenix Inc – Phoenix, Arizona

Job Brief:

The mission of Downtown Phoenix Inc., a 501c(3) non-profit organization, is to continue the revitalization and promotion of Downtown Phoenix by creating memorable experiences and a safe, welcoming and inclusive environment for those who live, work and visit our district.

Downtown Phoenix Inc. (DPI) provides enhanced municipal services to the 90-square-block core of downtown. Property owners within this specific geographical area (bounded by Fillmore to the north, Union Pacific tracks to the south, Seventh Street to the east and Third Avenue to the west) pay an assessment that directly funds these services, which include the DTPHX Ambassadors, DTPHX Clean & Green Team, stakeholder and community outreach, business development, destination marketing and events.

The Ambassador Team Lead is a frontline leadership position within the Downtown Phoenix Inc. (DPI) Ambassador Program. This role provides daily support and mentorship to Ambassadors and Shift Leads. In addition to leadership responsibilities, the Team Lead is expected to fulfill all standard duties and expectations of both the Ambassador and Shift Lead roles. This includes providing exceptional hospitality, maintaining safety and cleanliness standards, and supporting daily operations through proactive field presence and guest engagement., ensures operational consistency across all shifts, and upholds DPl's commitment to hospitality, safety, and community engagement. The Team Lead serves as a bridge between field staff and program leadership, helping to maintain high service standards and responsiveness in a dynamic downtown environment.

Job Duties:

Leadership & Team Support

• Provide real-time coaching, support, and guidance to Ambassadors and Shift Leads throughout the shift.

• Guide Shift Lead in daily deployment meetings, set clear expectations and directives.

• Act as a mentor to Shift Leads, guiding them on field problem-solving, communication, and staff coordination.

• Identify leadership potential within the Ambassador team and provide feedback to management.

• Promote and model DPl's core values, professionalism, and standards at all times.

Field Operations & Deployment

• Assist in teaching Shift Lead how to adjust Ambassador deployment plans based on foot traffic, events, weather, and emerging needs.

• Monitor Ambassador locations and make real-time redeployment decisions to ensure optimal coverage.

• Coordinate with Program Manager on high-impact deployments and special initiatives.

• Ensure uniform compliance and professional appearance of all Ambassadors on duty.

Communication & Reporting

• Serve as a liaison between Ambassadors, Shift Leads, and management to address concerns and field conditions.

• Communicate operational updates, staffing challenges, and field trends to the Program Manager.

Training & Development

• Assist in onboarding, training, and field integration of new Ambassadors.

• Participate in 30-, 60-, and 90-day check-ins for new hires and provide continued coaching as needed.

• Deliver in-shift refreshers on key procedures, hospitality standards, and safety protocols.

• Support the development and implementation of training materials and Ambassador tools.

Expectations:

• Able to walk, stand or ride a bike outdoors in extreme weather (high temperatures, occasional storms)

• Willing to wear specified uniform and maintain a neat, professional appearance

• Must be physically able to carry supplies while on duty, ability to safely lift and carry at least 25 lbs.

Desired Professional/Personal Characteristics:

• Minimum High School Diploma or GED, some college or advanced learning preferred

• More than 6 months of Downtown Phoenix Ambassador experience

• Outgoing, friendly personality and a desire to truly help people

• Good verbal and written communication skills, comfortable speaking in front of groups

• Comfortable using various Microsoft programs, the internet and cellular phone applications

• Comfort working in an inclusive, diverse environment

• Ability to quickly assess situations and make sound decisions

• Able to manage multiple tasks and be flexible as other important situations arise

• Self-motivated, trustworthy and capable of executing actions that meet the company's vision and mission