Diane Crossey joined the Department of Sport Management as a Professor in the Practice in 2015. Prior to joining the faculty at Rice University, Crossey was the Senior Director of Event Operations and Guest Services for the National Football League’s Houston Texans. She joined the expansion franchise in June 2002 just prior to their launch and worked 14 seasons, during which the team sold out 143 consecutive home games. In her position, she oversaw all aspects of customer service and event services for the Texans, including the hiring and training of all event staff, the facilitation of market research programs and the implementation of customer service initiatives for all Texans fans. She also managed the Video Production department, who produce the creative content for the in-stadium video boards as well as highlight videos and sponsor elements and the Events department, who execute year-round fan events such as Draft Day, Training Camp and community events. In her role, Crossey served as the team’s liaison to SMG, the management company for NRG Stadium, Contemporary Services Corporation, who provides crowd management services and Aramark, the exclusive food and beverage provider and facility services provider. During her tenure, the Texans were recognized for outstanding customer service by organizations such as J. D. Power and Associates, Peggy Morrow & Associates and the Sports Business Journal.
Crossey continues to work in the events industry and served as the Venue Event Manager for the Copa America Centenario tournament games in Houston in 2016. Second in size to only the World Cup, soccer’s Copa America tournament hosts CONCACAF and CONMEBOL teams as well as invited teams. In her role, she oversaw multiple operational areas including accommodations, transportation, medical/doping, protocol, security, accreditation, logistics and special events. Crossey worked with the National Teams of Argentina, the United States, Mexico, Costa Rica, Venezuela, and Colombia. The three tournament dates in Houston hosted over 175,000 attendees at NRG Stadium.
Prior to coming to Houston, Crossey was the Director of the Premium Club and Guest Services for the TD Garden in Boston. Home of the NHL’s Boston Bruins and the NBA’s Boston Celtics, the 20,000-seat TD Garden hosts over 200 major events per year. During her seven years in Boston, Crossey worked with the NHL All-Star Game, the U.S. Gymnastic Olympic Trials, the NCAA men’s Frozen Four tournament, the NCAA men’s basketball regionals, as well as numerous concerts, family shows and other sporting events. Crossey was responsible for implementing the Premium Club concept for all club and suite holders as well as the management of all customer service initiatives and all guest services staff.
Crossey completed her Master of Science degree in Sport Studies from the University of Massachusetts-Amherst. She also holds a Bachelor of Business Administration in Marketing from UMass and competed as a nationally-ranked athlete and captain of the women’s track and field team.
Crossey serves on the Rice University Athletics Committee and is involved with other various community organizations including the WISE Within committee for the Houston Chapter of WISE (Women in Sports and Events). WISE Within provides multiple mentoring and networking opportunities for women working or seeking to work in the Sports industry. She is also a member of the International Association of Venue Managers.
SMGT 260 (Intro to Sport Management)
SMGT 276 (Leading with Service)
SMGT 400 (Business of Pro Sports)