Employee and Customer Experience Team Lead

Legends Hospitality, LLC; New York (NY); On-site; USD 36,000 - 39,000; Full time

Job summary

Legends Global is seeking an Employee and Customer Experience Team Lead for Etihad Park, NYC's first-ever soccer-specific stadium. You will drive engagement strategies, lead recognition programs, and partner to ensure a top-tier customer experience across game days and events.

Collaborate with operations and HR to foster an inclusive culture, manage the gameday service team, and monitor engagement data to support continuous improvement and exceptional guest experiences.

Qualifications

• High School Diploma required and ability to work in a fast-paced stadium environment.
• Strong attention to detail and excellent written and verbal communication are essential.
• Ability to work independently and as part of a team with flexible hours.

Responsibilities

• Design and implement employee engagement strategies for game days and events.
• Lead onboarding, recognition, and retention programs for staff and seasonal teams.
• Analyze engagement data and workforce trends to drive improvements.
• Coordinate internal communications and ensure alignment across departments.

Skills

Customer service

Team leadership

Communication

Adaptability

Attention to detail

Self-motivation

Education

High School Diploma

Job description

LEGENDS GLOBAL Legends Global is the premier partner of the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us!

THE ROLE

We are looking for an Employee and Customer Experience Team Lead to join our team at the new Etihad Park, NYC’s first-ever soccer-specific stadium located at Willet’s Point in Queens. As an Employee and Customer Experience Team Lead, you support engagement strategies, lead employee experience and recognition programs, and partner to ensure a positive customer experience.

ESSENTIAL FUNCTIONS

• Design and implement employee engagement strategies to support a high-performing, service-driven workforce across game days, concerts, and large-scale events.
• Support onboarding, recognition, and retention programs to enhance employee experience for full-time staff, part-time employees, non-profit groups, and seasonal gameday team members.
• Analyze engagement survey data and workforce trends to develop actionable insights and continuous improvement initiatives.
• Manage internal communications and engagement campaigns to ensure consistent messaging and strong alignment across departments.
• Partner with operations, HR, and stadium leadership to foster a positive, inclusive culture aligned with the organization’s brand, customer and fan experiences.
• Help manage the day-to-day operations of the gameday customer service team.
• Maintain a pleasant and collaborative attitude towards customers, co-workers, and management.
• Adheres to the Legends Global and venue company policies.
• Other duties as assigned by management.
• Available to work non-traditional hours (Nights, Weekends & Holidays).

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Must be 18 years of age or older. High School Diploma required. Strong attention to detail. Able to demonstrate flexibility and quickly adapt to changes. Ability to be self-motivated and work independently and work well as a team player. Ability to work in a fast-paced environment. Ability to understand written and oral direction and to communicate the same with others.

COMPENSATION

Hourly rate of $26-28, commensurate with experience.

WORKING CONDITIONS

Ability to work in all weather conditions and non-traditional hours (Nights, Weekends & Holidays).

Exposure to loud noises (i.e., fireworks, voices, and audio systems), flashing lights, and extreme heat and cold in a stadium setting.

PHYSICAL DEMANDS

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Ability to lift/move/maneuver a minimum of 30 lbs. Constant standing, walking, bending, reaching and repetitive motions. Ability to work in all weather conditions and non-traditional hours (Nights, Weekends & Holidays). Exposure to loud noises (i.e., fireworks, voices, and audio systems), flashing lights, and extreme heat and cold in a stadium setting.

Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.