Director, Venue Learning

MSG Entertainment Holdings, LLC•New York, NY

2d•$175,000 - $185,000•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 Director, Venue Learning is responsible for designing, building, and leading a comprehensive learning institution for MSG Entertainment and Sphere venue-based workforce. This role establishes a structured Venue Academy spanning onboarding through advanced mastery for all frontline team members, supervisors, and operational staff. The Director will architect a cohesive, technology-enabled curriculum that operates as a true learning institution: sequenced, credentialed, and continuously evolving. It will serve as the single destination for venue colleague development, integrating guest experience excellence, operational readiness, seasonal workforce ramp-up, and professional growth into one unified learning ecosystem.

Requirements

Bachelor’s Degree or equivalent work experience required, or relevant degree in instructional design.
8+ years of progressive experience in learning, talent development, or organizational development, with at least 3 years in hospitality, retail, entertainment, sports, or high-touch guest service environments
Demonstrated experience designing and building structured learning programs (academies, universities, certification systems) for large frontline or hourly workforces
Track record of launching learning initiatives from concept through scaled delivery across multiple locations
Experience onboarding front-line employees within compressed timelines
Experience leading or building a small team, including training specialists, coordinators, or facilitators
Strong relationship management acumen, ability to align diverse stakeholders
Deep expertise in curriculum architecture: sequencing, leveling, credentialing, and building cohesive learning journeys
Fluency in modern learning technology platforms (LMS/LXP, mobile learning, digital badging, AI-powered tools)
Strong facilitation skills with the ability to model the caliber of experience expected from the Academy
Skilled at building measurement frameworks, interpreting learner analytics, and translating data into program improvements
Proven ability to influence without authority, consult with senior operational leaders, and translate business challenges into learning solutions
Clear, compelling communicator who can present strategy to executives and coach facilitators with equal effectiveness

Responsibilities

Conceptualize and build the Venue Academy as a structured, multi-tier learning institution with clear progression pathways from Day One onboarding through advanced mastery and specialization
Design a cohesive curriculum framework organized by learning level, creating a shared learning identity across all venue colleagues
Define and track program effectiveness metrics including time-to-proficiency, learner progression rates, credential completion, and guest satisfaction correlation
Create a digital-first content strategy enabling rapid updates, seasonal content deployment, and scalable delivery across multiple properties and time zones. Use AI-powered tools to increase spead of delivery and knowledge retention
Design and deliver an immersive onboarding experience that immerses new venue colleagues in our company’s service philosophy, brand identity, and guest experience standards
Partner with Venue Operations, Guest Experience, Threat Management, and HR Business Partners to align curriculum priorities with operational realities and workforce plans
Serve as a visible learning leader within venue operations, building credibility and trust with frontline managers through consistent presence and responsiveness.
Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.