Director, Venue Learning

MSG Entertainment Holdings, LLC; New York (NY); On-site; USD 175,000 - 185,000; Full time

Job summary

MSG Entertainment is hiring a Director of Venue Learning to design and lead a comprehensive, tech-enabled Venue Academy for frontline staff across NYC venues and Sphere. You will craft sequenced curricula, establish credentials, and measure impact on guest experience and operations.

Requirements include a Bachelor’s degree or equivalent in instructional design and 8+ years in learning or org development within hospitality, entertainment, or high-touch settings.

Qualifications

• Bachelor’s Degree or equivalent work experience required, or relevant degree in instructional design.
• 8+ years of progressive experience in learning, talent development, or organizational development in hospitality or guest services.
• Experience designing and building structured learning programs for large frontline workforces.
• Track record of launching learning initiatives across multiple locations.
• Experience onboarding front-line employees within compressed timelines.
• Experience leading or building a small team of training staff.

Responsibilities

• Design and lead the Venue Academy as a multi-tier learning institution with clear progression.
• Create a cohesive curriculum framework organized by learning level across venue colleagues.
• Define and track program metrics: time-to-proficiency, progression, credentialing, guest satisfaction.
• Develop a digital-first content strategy for rapid updates and scalable delivery.
• Deliver immersive onboarding aligned with service philosophy and brand standards.
• Collaborate with ops, guest experience, threat management, and HR to align priorities.
• Be a visible learning leader, building credibility with frontline managers.
• Ensure guest, partner, and team experiences meet appearance and presentation guidelines.

Skills

Learning strategy

Curriculum design

Stakeholder management

Facilitation

Analytics

Communication

AI-enabled learning

Education

Bachelor’s Degree or equivalent work experience

Tools

LMS/LXP

Digital badging

AI-powered tools

Job description

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com.

Who are we hiring?

The Director, Venue Learning is responsible for designing, building, and leading a comprehensive learning institution for MSG Entertainment and Sphere venue-based workforce. This role establishes a structured Venue Academy spanning onboarding through advanced mastery for all frontline team members, supervisors, and operational staff. The Director will architect a cohesive, technology-enabled curriculum that operates as a true learning institution: sequenced, credentialed, and continuously evolving. It will serve as the single destination for venue colleague development, integrating guest experience excellence, operational readiness, seasonal workforce ramp-up, and professional growth into one unified learning ecosystem.

What will you do?

Venue Learning Design and Architecture

• Conceptualize and build the Venue Academy as a structured, multi-tier learning institution with clear progression pathways from Day One onboarding through advanced mastery and specialization
• Design a cohesive curriculum framework organized by learning level, creating a shared learning identity across all venue colleagues
• Define and track program effectiveness metrics including time-to-proficiency, learner progression rates, credential completion, and guest satisfaction correlation
• Create a digital-first content strategy enabling rapid updates, seasonal content deployment, and scalable delivery across multiple properties and time zones. Use AI-powered tools to increase spead of delivery and knowledge retention
• Design and deliver an immersive onboarding experience that immerses new venue colleagues in our company’s service philosophy, brand identity, and guest experience standards
• Partner with Venue Operations, Guest Experience, Threat Management, and HR Business Partners to align curriculum priorities with operational realities and workforce plans
• Serve as a visible learning leader within venue operations, building credibility and trust with frontline managers through consistent presence and responsiveness.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

Bachelor’s Degree or equivalent work experience required, or relevant degree in instructional design.

Experience and Background

• 8+ years of progressive experience in learning, talent development, or organizational development, with at least 3 years in hospitality, retail, entertainment, sports, or high-touch guest service environments
• Demonstrated experience designing and building structured learning programs (academies, universities, certification systems) for large frontline or hourly workforces
• Track record of launching learning initiatives from concept through scaled delivery across multiple locations
• Experience onboarding front-line employees within compressed timelines
• Experience leading or building a small team, including training specialists, coordinators, or facilitators

Skills and Capabilities

• Strong relationship management acumen, ability to align diverse stakeholders
• Deep expertise in curriculum architecture: sequencing, leveling, credentialing, and building cohesive learning journeys
• Fluency in modern learning technology platforms (LMS/LXP, mobile learning, digital badging, AI-powered tools)
• Strong facilitation skills with the ability to model the caliber of experience expected from the Academy
• Skilled at building measurement frameworks, interpreting learner analytics, and translating data into program improvements
• Proven ability to influence without authority, consult with senior operational leaders, and translate business challenges into learning solutions
• Clear, compelling communicator who can present strategy to executives and coach facilitators with equal effectiveness

SPECIAL REQUIREMENTS OF THE JOB:

Will this role require travel? Does this role have specific physical demands? Will this job require operation of a vehicle?

• Regular presence across NYC venues required; periodic travel to Sphere (Las Vegas) and future locations as the Academy scales

#LI-Onsite

Pay Range

$175,000—$185,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! 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 consideringrequests for reasonable accommodations as required.