Senior Manager Guest Engagement Center

Who are we hiring?

The focus of this position is to provide oversight of Madison Square Garden’s Guest Engagement Center which operates on a 365-day schedule.  This position will report to the Director, Guest Services, and will serve as a key member of the department’s management team, providing strategic leadership and operational oversight. The position will oversee staff training, performance management, and quality assurance initiatives to ensure consistent service excellence. This role will manage the ADA ticketing procedures for our venues, including, but not limited to, oversight of pricing, inventory, sales orders, and accommodation offerings to ensure compliance and guest satisfaction. In addition, this position will play a leadership role in shaping and fostering the culture of the department, promoting the highest standards of customer service, collaboration, and accessibility.

What will you do?

• Manage the daily operations of the Guest Engagement Center, ensuring operational excellence through effective workforce planning, performance management, training initiatives, and continuous process improvements that support efficient service delivery and an exceptional guest experience.
• Develop and implement customer service strategies and resolution protocols in partnership with cross-functional divisions to address complex guest concerns and maintain consistent, high-quality communication standards.

• Provide hands on managerial event support and operational oversight based on business need, ensuring seamless execution of guest relations and accessibility services. Will act as Manager on Duty for events as needed.
• Serve as the primary liaison between the Guest Engagement Center and Guest Services Management staff, including the documentation of all post-event notes and details from all venues, and the assignment of actionable follow-up tasks to Guest Engagement Center coordinators based on those notes.
• Serve as the primary point of contact for complex, high-profile, and sensitive guest concerns, ensuring timely and effective resolution in alignment with organizational standards and partnering with senior leadership when further escalation is needed.
• Coach and guide managers and frontline staff on customer engagement best practices, de-escalation techniques, and service recovery strategies, while identifying trends and implementing process improvements to enhance overall guest satisfaction.
• Manage quality assurance programs related to staff phone calls, email correspondence, CRM documentation, and ADA ticket sales to ensure accuracy, compliance, and service excellence.
• Manage and audit ADA ticket inventory, pricing structures, and accommodation offerings across events to ensure operational accuracy, regulatory compliance, and optimal guest accessibility.
• Maintain the department's standard operating procedures and operational guidelines, ensuring consistency, efficiency, and compliance across all workflows. Regularly assess processes to identify opportunities for improvement and implement changes that enhance service delivery and align with broader organizational goals.
• Oversee the department’s daily customer communications related to accessibility services and guest relations, with a focus on escalated issues, complex case resolution, and service recovery initiatives.
• Collaborate directly with in