Senior Manager, Guest Experience & Accessibility

Madison Square Garden Entertainment Corp.; New York (NY); On-site; USD 96,000 - 145,000; Full time

Job summary

Madison Square Garden Entertainment Corp. (MSG Entertainment) is seeking a senior leader to oversee the Guest Engagement Center, reporting to the Director of Guest Services.

The role drives staff training, performance management, quality assurance, ADA ticketing, pricing, inventory, and accommodations to ensure compliance and guest satisfaction. You will shape service standards, manage events as Manager on Duty, coordinate cross‑functional teams, monitor accessibility outcomes, and guide

Qualifications

• 5–8 years of management experience in event operations.
• Knowledge of ADA compliance within large entertainment venues is a plus.
• 60 credit hours of college coursework or equivalent certifications preferred.
• Excellent communication skills and ability to mobilize stakeholders.
• Knowledge of local public assembly and fire codes.

Responsibilities

• Oversee daily operations of the Guest Engagement Center with workforce planning and performance management.
• Develop and implement customer service strategies and resolution protocols.
• Provide hands-on managerial event support and act as Manager on Duty as needed.
• Coordinate post-event notes, assign follow-up tasks, and liaise with Guest Services management.
• Lead recruitment, coaching, and performance management of staff; drive service excellence.
• Manage ADA ticketing, inventory, pricing, accommodations, and compliance.
• Monitor accessibility service delivery and ensure timely, effective issue resolution.

Skills

Leadership

Customer service

Stakeholder management

Communication

ADA compliance

Conflict resolution

Microsoft Office Suite

Education

60 credit hours / certifications

Tools

Microsoft Office Suite

Job description

Madison Square Garden Entertainment Corp. (MSG Entertainment) is seeking a senior leader to oversee the Guest Engagement Center, reporting to the Director of Guest Services.

The role drives staff training, performance management, quality assurance, ADA ticketing, pricing, inventory, and accommodations to ensure compliance and guest satisfaction. You will shape service standards, manage events as Manager on Duty, coordinate cross‑functional teams, monitor accessibility outcomes, and guide