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About the Role

This position provides oversight of Madison Square Garden’s Guest Engagement Center, which operates 365 days a year. Reporting to the Director, Guest Services, this role serves as a key member of the department’s management team, offering strategic leadership and operational oversight. The position will manage staff training, performance management, and quality assurance to ensure consistent service excellence. This role will also manage ADA ticketing procedures for venues, including pricing, inventory, sales orders, and accommodation offerings, ensuring compliance and guest satisfaction. Additionally, this position will lead efforts in shaping and fostering the department’s culture, promoting high standards of customer service, collaboration, and accessibility.

Responsibilities

Manage the daily operations of the Guest Engagement Center, ensuring operational excellence through effective workforce planning, performance management, training initiatives, and continuous process improvements.
Develop and implement customer service strategies and resolution protocols in partnership with cross-functional divisions to address complex guest concerns.
Provide hands-on managerial event support and operational oversight, acting as Manager on Duty for events as needed.
Serve as the primary liaison between the Guest Engagement Center and Guest Services Management staff, documenting post-event notes and assigning follow-up tasks.
Act as the primary point of contact for complex, high-profile, and sensitive guest concerns, ensuring timely and effective resolution.
Coach and guide managers and frontline staff on customer engagement best practices, de-escalation techniques, and service recovery strategies.
Manage quality assurance programs for staff phone calls, email correspondence, CRM documentation, and ADA ticket sales.
Manage and audit ADA ticket inventory, pricing structures, and accommodation offerings across events.
Maintain the department's standard operating procedures and operational guidelines, assessing processes for improvement.
Oversee the department’s daily customer communications related to accessibility services and guest relations.
Collaborate with internal partners and operational teams to ensure appropriate resources and support services are available for guests with disabilities.
Partner with Event Operations leadership to oversee accessibility service execution during events.
Monitor and evaluate venue operations for ADA compliance and accessibility standards, recommending improvements.
Lead the recruitment, coaching, and performance management of the Guest Engagement Center staff.
Exercise sound judgment to resolve issues in a manner that protects the guest experience and organizational reputation.
Provide exceptional experiences for guests, partners, and team members, adhering to appearance and presentation guidelines.

Requirements

Minimum of 5-8 years’ management experience.
Knowledge of event operations within an entertainment venue.
Significant experience in customer service, including managing and resolving complex guest concerns, leading guest service operations, and developing service standards.
Knowledge of ADA compliance within large entertainment venues is a plus.
Candidates who have completed a minimum of 60 credit hours of college-level coursework or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
Excellent communication skills.
Ability to mobilize key stakeholders and engage with all levels in the organization.
Knowledge of local public assembly and fire codes required.
Comfortable with managing conflict with a nonbiased demeanor and responding to customer and/or employee problems with a sense of urgency.
Ability to demonstrate success in managing multiple tasks while under tight deadlines.
Experience motivating and encouraging exceptional performance.
Ability to hold team accountable for outcomes and monitor performance.
Successful track record of measuring improvements in customer satisfaction and loyalty.
Demonstrated experience coaching, mentoring, and developing staff to perform at high levels.
Proficiency in Microsoft Office Suite.
General physical requirements such as lifting 25lbs.
Must be able to stand and walk for long periods of time, including the ability to walk up and traverse down stairs.
Must be willing to travel to other company locations as needed.
Ability to work a flexible schedule including nights, have split days off, work weekends and holidays in a 24 X 7 environment.

Skills

Customer Service
Performance Management
Training
Quality Assurance
ADA Compliance
Workforce Planning
Process Improvement
Communication
Conflict Management
De-escalation Techniques
Service Recovery
Microsoft Office Suite

Location

Onsite

Work Type

Full-time

Experience Level

5-8 years management experience

Education Level

60 credit hours of college-level coursework or equivalent preferred

Salary/Compensations

$96,000—$145,000 USD

Benefits

Robust set of tools and resources for employee upskilling and career development.
Opportunities for growth and longevity.

About the Company

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences.
The Company’s portfolio includes world-renowned venues like Madison Square Garden, Radio City Music Hall, and Beacon Theatre.
MSG Entertainment showcases a broad array of sporting events, concerts, family shows, and special events.
The company features the original production, the Christmas Spectacular Starring the Radio City Rockettes.

Equal Opportunity

MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status.
MSG complies with all applicable federal, state, and local laws governing nondiscrimination, including considering requests for reasonable accommodations as required.