Concessions Director: Guest Experience & Ops Leader

Madison Square Garden Entertainment Corp.; New York (NY); On-site; USD 113,000 - 180,000; Full time

Job summary

Madison Square Garden Entertainment Corp. seeks a Director of Concessions to drive strategy, operations, and financial performance across a high-volume, multi-venue concessions program.

You will supervise Managers and staff, partner with Finance and HR, and ensure health-code compliance year-round, while steering SOPs and the department's strategic priorities. The role demands 8–10 years in senior customer service management within multi-million-dollar concessions, a four-year

Qualifications

• Senior-level customer service management experience in a multi-million-dollar concession and high-volume bar operation.
• Four-year degree in Hospitality or Business Management preferred or equivalent.
• Knowledge of Collective Bargaining Agreements (CBA) and managing a large, unionized workforce.
• Excellent verbal & written communication, organizational and time management skills.
• Attention to detail, follow-up skills, and strong interpersonal abilities.
• Ability to work independently with sound business judgment.
• Experience developing strategies for collecting and analyzing customer satisfaction feedback using AI where applicable.

Responsibilities

• Evaluate and pilot emerging concessions tech (POS, self-checkout, kiosks, contactless payments, inventory, labor management).
• Schedule event staff based on revenue potential within labor budgets.
• Ensure payroll is completed accurately and on time each week.
• Review inventory methods to reduce loss while maintaining efficiency.
• Lead monthly physical inventory processes and coordinate with Finance for reporting and budgeting.
• Assist Finance with audits and prepare SOPs; guide department priorities.
• Contribute to pricing strategies considering COGs and labor.
• Support union negotiations and grievances with HR and legal counsel.
• Assist in budget formation and adherence; monitor direct and indirect costs.
• Apply service-recovery techniques with guests as needed.

Skills

Customer service

Leadership

Union workforce

Budgeting

Strategic planning

AI analytics

Education

Hospitality degree

Job description

Madison Square Garden Entertainment Corp. seeks a Director of Concessions to drive strategy, operations, and financial performance across a high-volume, multi-venue concessions program.

You will supervise Managers and staff, partner with Finance and HR, and ensure health-code compliance year-round, while steering SOPs and the department's strategic priorities. The role demands 8–10 years in senior customer service management within multi-million-dollar concessions, a four-year