Venue Guest Experience Manager

Job Overview

Venue Nation is seeking an Employee & Guest Experience Manager for the Midflorida Credit Union Amphitheatre. The Experience Manager will administer various corporate and venue‑designed initiatives that support employee engagement and recognition programs and guest service‑related initiatives.

• Plan, coordinate, and implement processes and activities, including newsletters, day‑of‑show information sheets, and other communication tools associated with employee engagement and guest service.
• Maintain the employee break area, incorporating show‑day elements of care to elevate the work experience and remove hassles; plan and facilitate ongoing employee appreciation efforts and events.
• Serve as the administrator of the employee recognition program, facilitating creative approaches to individual and group recognition and promoting a "ONE-CREW" mentality.
• Lead training and coaching for the service‑focused employee training system(s); collaborate with venue leaders and managers to ensure the venue’s service standards of Safety, Care, Encore, and Efficiency are communicated and demonstrated at all stages of events.
• Develop fan‑focused initiatives for service recovery, surprise and delight, and guest milestones.
• Complete and manage day‑of‑show/post‑show reports, oversee the guest service experience platform, and analyze venue service reports to create action plans for improvements.
• Collaborate with venue leadership to discuss budget, needs, and ongoing support; identify opportunities to remove event‑day hassles for both fans and employees.
• Manage implementation and maintenance of other guest‑facing or employee‑based programs as assigned.
• Attend frequent meetings with the core venue team, bi‑weekly calls with Fan & Artist Services Regional leaders, and one‑on‑ones with regional leads.

• A natural interest in helping others and a passion for delivering engaging fan experiences.
• Ability to maintain composure and organization in a hectic, loud environment.
• A flexible, one‑team mindset for all tasks.
• Proficient computer skills, including Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and Canva.
• Positive outlook, strong communication skills, including public speaking or meeting facilitation, and ability to engage others.
• Strong problem‑solving skills and a demonstrated history of finding creative yet viable solutions.
• 1–3 years of work experience in a comparable role.
• Physical capability to perform activities such as walking, climbing stairs, lifting, and carrying equipment; must be able to lift 30 lbs. using proper techniques.

Live Nation is passionate and committed to diversity and inclusion. We support applicants regardless of gender, race, sexual orientation, religion, age, disability status, and other protected characteristics. We will provide reasonable accommodations for individuals with disabilities. Live Nation will never request payment or equipment purchases as part of the hiring process.