Manager, Guest Experience

About the Position Chase Center is looking for an operationally-minded Manager to lead venue-wide guest service operations, event logistics, employee engagement, and frontline execution across all games, concerts, and special events. In this position, you will elevate service delivery, optimize guest movement, manage third-party operational vendors, and drive seamless event execution. This role offers a dynamic leadership opportunity to oversee operational logistics, drive culture and recognition programs, manage communications channels, and lead a diverse team. This position reports to the Director, Guest Experiences Operations. Come share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication! This is a full-time position based onsite in San Francisco, CA. Key Responsibilities • Serve as primary operational lead and Manager on Duty (MOD) during events, maintaining a visible presence throughout the arena to ensure service standards, safety compliance, and operational efficiency • Direct all Guest Services kiosks, information hubs, and guest-facing operational stations, establishing SOPs for staffing deployments, signage, and queue flow • Oversee operational preparation and post-event recaps for Chase Center events and private events • Streamline department operating procedures and policies to optimize budget efficiencies and deliver world-class experiences • Lead day-to-day operational partnerships and service-level agreements (SLAs) for contracted venue services, including bag check and bike valet (in partnership with Transportation and Parking), American Sign Language (ASL) interpreters, and external guest service vendors • Oversee departmental supply management, procurement processes, and vendor invoice tracking • Design and maintain venue-wide service recovery tools and staff empowerment guidelines to resolve guest inquiries in real time • Monitor and analyze guest feedback trends from post-event surveys, call center logs, email inquiries, and social channels to identify operational bottlenecks and enhance overall guest satisfaction • Identify opportunities to modernize guest movement, ingress/egress procedures, accessibility services, sustainability and guest service touchpoints across the venue • Serve as the primary Guest Experience liaison to internal and external groups, including Arena Operations, Business Operations and community groups • Lead, coach, and manage two full-time employees and Guest Experience Call Center and event-day staff • Other duties as assigned Required Experience & Skills • Bachelor's degree or equivalent work experience • 3-5 years in operations, hospitality, or live event operations, ideally in a stadium/arena or high-volume hospitality environment • 1-2 years supervising union and non-union employees (full-time and part-time); experience interpreting collective bargaining agreements (CBAs), managing labor dynamics, and conducting progressive discipline • Proficiency in Microsoft Office Suite/Google Workspace, scheduling platforms, and guest management tools • Exceptional written and verbal communication, customer service, and conflict resolution skills • Ability to build positive relationships with employees and third-party vendors at all levels across the organization • Comfortable with data interpretation, feedback analytics, and reporting tools to support decision-making. Time Commitment • Ability to work extended hours, including nights, weekends, and holidays for events Compensation • $89,000 - $95,000 Per Year + Bonus • Comprehensive Medical, Dental and Vision benefits for employees and dependents • Employer 401K match • Vacation, Summer Half-Day Fridays and a generous paid time o