Guest & Employee Experience Manager- The Truth

Job Summary:

WHO ARE WE?

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 620 million tickets sold annually and approximately 10,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! 

THE JOB

Venue Nation is seeking an Employee & Guest Experience Manager for The Truth. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives. The ideal candidate is a proactive self-starter who thrives in dynamic environments and embraces the variability that comes with live entertainment.

SCHEDULE & HOURS
This is a part-time role that follows the rhythm of the venue event schedule and requires flexibility. Workload may increase during busier times of year. In addition to event days, in-office work is expected to support planning, reporting, and coordination efforts.

WHAT THIS ROLE WILL DO

• Employee Engagement: Lead communication and engagement efforts through newsletters, day-of-show info sheets, and other tools that connect employees to the venue’s service culture.
• Employee Care: Curate and maintain the day-of-show employee experience by managing the upkeep of dedicated areas (e.g. tent, room, wall) that not only reduce hassles and boost morale, but spotlight recognition, pertinent venue/show information and key repeatable messages, all to help enhance their overall work experience.
• Employee Recognition: Administer recognition programs that celebrate small and large service wins, build a “ONE-CREW” culture, and organize ongoing appreciation events.
• Guest Services Team Management: Partner with venue leadership to recruit and oversee the Guest Services department. Lead and support a service-driven team, empowered to create welcoming and memorable fan experiences.
• Training & Coaching: Serve as venue lead for service-focused training. Partner with managers to deliver staff training, reinforce standards (Safety, Care, Encore, Efficiency), and ensure consistency before, during, and after events.
• Fan Experience: Design and deliver initiatives for service recovery, surprise-and-delight moments, and milestone celebrations (e.g., first shows). Support inclusivity by staying aware of and reinforcing programs that enhance the venue experience for all fans, including those with disabilities or sensory needs and collaborate closely with the Venue Accessibility Coordinator where applicable.
• Reporting & Insights: In partnership with the General Manager and regional leadership, lead the post-show reporting process by capturing and analyzing guest feedback, service trends, and operational data. Translate findings into actionable plans that drive continuous improvement and accountability.
• Process Management: Work alongside the General Manager to manage employee Care and Recognition budgets, streamline event-day operations, and identify opportunities to remove friction points for both fans and staff—ensuring efficiency and a smooth, hospitality-driven experience at every show.
• Collaboration & Support: Build regular touchpoints with venue leadership, regional Fan Services leads and join regional/national Experience Managers to learn, discuss and adopt guest- and employee-focused programs.

WHAT THIS PERSON WILL BRING

• A natural interest in helping others and a heart for service. As well as a passion for delivering engaging and memorable fan experiences.
• As part of the venue leadership team, establishes and maintains a positive and supportive workplace culture.
• Fosters positive experiences for guests, staff, and other stakeholders in a manner that establishes the venue as a safe, enjoyable, and supportive e