Employee Engagement and Customer Service Manager | Highmark Stadium

ASM Global•Orchard Park, NY

11d•$63,000•Onsite

About The Position

Legends Global is seeking an Employee Engagement and Customer Service Manager to join their team at the New Highmark Stadium in Buffalo, NY. This role will be responsible for developing a new stadium's customer service program, analyzing survey results and implementing corrective action plans, and ensuring a positive experience for all team members. The position offers an opportunity to be part of a fast-paced and team-oriented environment within the excitement of live stadium events. The New Highmark Stadium, opening in the 2026 NFL season, will be the new home of the Buffalo Bills and is the largest construction project in Western New York history, featuring state-of-the-art technology to enhance the fan experience.

Requirements

Bachelor’s degree or equivalent; business, marketing, HR, or communications degree preferred
Experience leading and developing a team
Excellent interpersonal and communication skills
Advanced computer skills, including proficiency in spreadsheet, database, and word processing programs
Must have sufficient mobility to perform tasks including constant reaching, bending, stooping, wiping, pushing, and pulling for extended periods of time
Specific vision abilities required by this job include close vision and the ability to adjust focus
Must be flexible to work extended hours due to business requirements including late nights, weekends and holidays including all games and major stadium events
Must have the ability to lift, push, pull approximately 25lbs
Must be able to stand and/or walk for up to 10 hours during a single shift, while navigating ramps, stairs and elevator

Responsibilities

Foster and maintain extensive knowledge about the facility and services in order to assist any and all guests
Represent the voice of the internal and external customer by promoting a customer-centric mindset across Legends using developed best practices.
Measure impact and results of surveys; disseminate Legends’ leadership with recommendations for action plans.
Focus on providing an exceptional employee experience for management, gameday team members, and nonprofit organizations from prehire through entire employment
Ensure compliance with all applicable health and safety regulations.
Practice safe work habits and complete company and venue safety and general compliance training.
Adheres to the Legends Global and venue company policies.
Other duties as assigned by management.