Guest Experience & Events Operations Manager

Golden State Warriors; San Francisco (CA); On-site; USD 89,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits for员工

401K match

Paid time off and leave benefits

Tickets & discounts

Job summary

The Golden State Warriors is seeking an experienced Manager to lead venue-wide guest service operations, event logistics, and frontline execution at Chase Center in San Francisco. You will elevate service delivery, optimize guest movement, manage external vendors, and drive seamless event execution.

This full-time onsite role reports to the Director, Guest Experiences Operations and requires a hands-on leader who can guide a diverse team, oversee SOPs, and partner with arena operations to

Qualifications

• Bachelor's degree or equivalent work experience.
• 3-5 years in operations, hospitality, or live event operations, ideally in a stadium/arena or high-volume hospitality environment.
• 1-2 years supervising union and non-union employees; experience interpreting CBAs and managing labor dynamics.
• Proficiency in Microsoft Office Suite/Google Workspace, scheduling platforms, and guest management tools.
• Exceptional written and verbal communication, customer service, and conflict resolution skills.

Responsibilities

• Serve as primary operational lead and Manager on Duty (MOD) during events, maintaining a visible presence throughout the arena to ensure service standards, safety compliance, and operational efficiency.
• Direct all Guest Services kiosks, information hubs, and guest-facing operational stations, establishing SOPs for staffing deployments, signage, and queue flow.
• Oversee operational preparation and post-event recaps for Chase Center events and private events.
• Streamline department operating procedures and policies to optimize budget efficiencies and deliver world-class experiences.
• Lead day-to-day operational partnerships and service-level agreements (SLAs) for contracted venue services, including bag check and bike valet (in partnership with Transportation and Parking), American Sign Language (ASL) interpreters, and external guest service vendors.
• Oversee departmental supply management, procurement processes, and vendor invoice tracking.
• Design and maintain venue-wide service recovery tools and staff empowerment guidelines to resolve guest inquiries in real time.
• Monitor and analyze guest feedback trends from post-event surveys, call center logs, email inquiries, and social channels to identify operational bottlenecks and enhance overall guest satisfaction.
• Identify opportunities to modernize guest movement, ingress/egress procedures, accessibility services, sustainability and guest service touchpoints across the venue.
• Serve as the primary Guest Experience liaison to internal and external groups, including Arena Operations, Business Operations and community groups.
• Lead, coach, and manage two full-time employees and Guest Experience Call Center and event-day staff.
• Other duties as assigned.

Skills

MS Office

Google Workspace

Scheduling platforms

Guest management tools

Communication

Customer service

Conflict resolution

Relationship building

Data interpretation

Education

Bachelor's degree or equivalent

Tools

Microsoft Office Suite

Google Workspace

Scheduling platforms

Guest management tools

Job description

The Golden State Warriors is seeking an experienced Manager to lead venue-wide guest service operations, event logistics, and frontline execution at Chase Center in San Francisco. You will elevate service delivery, optimize guest movement, manage external vendors, and drive seamless event execution.

This full-time onsite role reports to the Director, Guest Experiences Operations and requires a hands-on leader who can guide a diverse team, oversee SOPs, and partner with arena operations to