Guest Experience Manager - Xfinity Center

Employee & Guest Experience Manager – Xfinity Center

Live Nation Entertainment is the world’s leading live entertainment company. Xfinity Center is seeking a Guest Experience Manager responsible for administering various national and venue‑design programs to support crew members (employees) and fan engagement, aligning guest service resolution and wider fan satisfaction goals. This is a seasonal position with an events‑based schedule.

• In partnership with venue management, administer employee engagement and guest service division‑wide goals.
• Plan, coordinate, and implement processes and activities, including newsletters, day‑of‑show information sheets, show‑day elements of CARE and other communication tools associated with employee engagement and guest service.
• Partner with various departments to create ENCORE moments for employees and guests at every show.
• Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore and Efficiency are communicated pre‑event, demonstrated throughout the show, and incorporated at the end of each night.
• Manage the upkeep and vibe of the employee break space, and work in coordination with venue leadership to discuss budget, needs, and ongoing support at the start of the season.
• Partner with the venue’s Sustainability Coordinator to incorporate sustainability priorities into recognition, communication and education of both staff and guests.
• Be the venue’s culture leader by removing event‑day hassles, recognizing staff service wins, and creating a “ONE‑CREW” mentality.
• Attend calls and meetings with regional and national leadership and hold frequent one‑on‑ones with regional leads and venue leaders.
• Administrator for the service‑focused recognition and employee training system(s) and facilitate on‑site venue staff training.
• Help manage guest service experience platforms (Qualtrics) and analyze other venue service reports to create action plans for service improvements in partnership with venue management and your regional lead.
• Research best practices and collaborate with venue leadership to develop opportunities that increase employee engagement and guest satisfaction.
• Create and coordinate special events related to employee and venue celebrations: trainings, orientations, mid‑season/end‑of‑season parties, movie nights and management team‑building events.
• May be asked to manage implementation and maintenance of other guest‑facing on‑site programs.
• Other duties as assigned.

• Maintain composure and organization in a hectic and loud environment.
• Be flexible and approach the job with a one‑team mentality no matter the task.
• Have proficient computer skills, including Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Possess a positive outlook, strong communication skills and the ability to engage others.
• Have strong problem‑solving skills and demonstrated experience creating solutions.
• Have 1 year plus of administrative experience.
• Have 2‑3 years plus of work experience in a comparable role.
• Have 1‑2 years plus of leadership experience.
• Have a natural interest in helping others and a heart for service.
• Position requires constant physical activity such as walking, climbing stairs, lifting and carrying equipment.
• Can lift 30 lbs. using proper lifting techniques.
• Possess a bachelor’s degree in Communications, Marketing, Business, Human Resources or comparable (preferred).
• Public speaking or meeting facilitation skills is a plus.

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Live Nation strongly supports equal employment opportunity for all applicants regardless of age, ancestry, color, religious creed, family and medical care leave or the denial of family and medical care leave, mental or physical disability, marital status,…