AGM Chicago Theatre Operations

MSG Entertainment Holdings, LLC•Chicago, IL

24d•Onsite

About The Position

Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, Infosys Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for more than 90 years. More information is available at www.msgentertainment.com. The AGM Chicago Theatre Operations is responsible for directing the facilities and customer service operations at the Chicago Theater. Specific functions include maintenance and upkeep of engineering/physical plant, guest relations, box office operations, building security, tours, and food and merchandise operations. This position reports into the SVP & GM, Theaters (New York based).

Requirements

Minimum 10 years of prior management experience within facilities management, hospitality, or similarly complex, high-volume operating environments, with direct responsibility for leading and developing multidisciplinary teams in fast-paced settings.
Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a non-union and unionized workforce.
Demonstrated P&L ownership and enterprise-level decision-making.
Exceptional verbal and written communication skills, with strong organizational, time-management, and prioritization abilities in deadline-driven environments.
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Demonstrated attention to detail and follow-through, with the ability to independently manage initiatives using sound business judgment.
Ability to maintain a positive, professional, and uplifting leadership presence while exercising discretion, confidentiality, and the highest ethical standards.
Strong experience leading cross-functional teams, building collaborative relationships, and fostering an open, inclusive, and respectful workplace culture across diverse stakeholders.
Proven track record of driving measurable improvements in customer satisfaction, service quality, and loyalty.
Demonstrates integrity, tact, diplomacy, and consistency while aligning operational decisions with company values and guiding principles.
Highly developed problem-solving, analytical, motivational, and organizational skills.
Excellent interpersonal and customer service skills, with the ability to perform effectively under pressure while managing multiple priorities simultaneously.

Nice To Haves

Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
Proven experience managing large crowds and high-traffic operations is strongly preferred.

Responsibilities

Provide day-to-day leadership for all facility and theatre operations at the Chicago Theatre.
Direct the planning, prioritization, and execution of all cleaning, maintenance, and repair programs to ensure operational continuity and asset integrity.
Establish, maintain, and continuously elevate operational and aesthetic standards across the venue, ensuring best-in-class presentation consistent with MSG expectations.
Lead the scheduling, deployment, and performance management of all building trades, contractors, and venue services to support live events and daily operations.
Oversee Front of House operations, including recruitment, training, scheduling, and deployment of all FOH and BOH guest-facing teams, including guest relations and EMT services.
Provide operational oversight of Food, Beverage and Merchandise functions, ensuring product quality, placement, pricing, and service standards are fully aligned with MSG guidelines and financial targets.
Own the end-to-end guest experience, continuously evaluating service quality through direct observation, guest interaction, performance metrics, and formal feedback mechanisms.
Analyze customer correspondence, feedback studies, and performance reports; proactively engage clients, promoters, and internal stakeholders to assess satisfaction and identify improvement opportunities.
Maintain daily communication and alignment with department heads across all business units to ensure coordinated execution and issue resolution.
Represent the organization externally with professionalism and executive presence, engaging industry peers, labor leadership, government officials, developers, landlords, and community stakeholders to strengthen relationships.
Review and analyze daily financial and operational reports; identify trends, variances, and opportunities, and initiate corrective actions to improve performance.
Manage operational risk through active oversight of legal considerations, security protocols, internal controls, safety compliance, and preventive measures.
Partner with leadership to contribute to long-term strategic planning, capital improvement initiatives, and infrastructure investment planning.
Assist MSG Live team with settlement of events and maintaining venue standards with promoters.