Senior Manager, Guest Experience & Accessibility

MSG Entertainment Holdings, LLC; New York (NY); On-site; USD 96,000 - 145,000; Full time

Job summary

Madison Square Garden Entertainment Corp. (MSG Entertainment) seeks a seasoned leader to oversee the Guest Engagement Center, ensuring exceptional guest experiences across 365 days of operation.

You will report to the Director, Guest Services, and drive staff development, training, and quality assurance initiatives, including ADA ticketing oversight. The role requires 5–8 years of management experience, strong communication, and a proven track record in customer service excellence within

Qualifications

• Minimum 5–8 years of management experience in event operations or guest services.
• Knowledge of ADA compliance within large venues is a plus.
• Strong communication, stakeholder engagement, and leadership capabilities.

Responsibilities

• Oversee daily operations of the Guest Engagement Center and ensure exceptional guest experience.
• Develop and implement customer service strategies and resolution protocols with cross-functional teams.
• Lead recruitment, coaching, and performance management of staff; shape department culture.

Skills

Staff management

Customer service leadership

Communication skills

Microsoft Office

Education

60 credit hours coursework

Job description

Madison Square Garden Entertainment Corp. (MSG Entertainment) seeks a seasoned leader to oversee the Guest Engagement Center, ensuring exceptional guest experiences across 365 days of operation.

You will report to the Director, Guest Services, and drive staff development, training, and quality assurance initiatives, including ADA ticketing oversight. The role requires 5–8 years of management experience, strong communication, and a proven track record in customer service excellence within