Manager - Employee & Guest Experience

Live Nation • Auburn, WA

302d • $17 - $22

About The Position

Venue Nation is seeking an Employee & Guest Experience Manager for the White River Amphitheater. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives. The EM will report to the General Manager and work alongside Fan Services Regional Leader and Director of Accessibility to ensure the needs of guests are met to create an enjoyable experience for all.

Requirements

• Natural interest in helping others and a heart for service.
• Passion for delivering engaging and memorable fan experiences.
• Ability to maintain composure and organization in a hectic environment.
• Empathy, patience, and sensitivity to the needs of individuals with disabilities.
• Flexibility and a one team mentality.
• Proficient computer skills including Microsoft Office Suite and CANVA.
• Strong communication skills including public speaking and meeting facilitation.
• Strong problem-solving skills and experience finding creative solutions.
• 1-3 years of work experience in a comparable role.
• Ability to perform constant physical activity such as walking, climbing stairs, lifting, and carrying equipment.
• Must be able to lift 30 lbs. using proper lifting techniques.

Responsibilities

• Plan, coordinate, and implement processes and activities associated with employee engagement and guest service.
• Manage the upkeep and vibe of the employee break area, incorporating show-day elements of care that elevate the work experience.
• Plan and facilitate ongoing employee appreciation efforts and events.
• Administer the employee recognition program, facilitating creative approaches to individual and group recognition.
• Serve as the venue’s culture leader by recognizing service wins and creating a 'ONE-CREW' mentality.
• Facilitate large-scale on-site venue staff training in collaboration with other venue leaders.
• Ensure the venue’s service standards are communicated and demonstrated throughout events.
• Develop creative initiatives for service recovery, surprise and delights, and guest milestones.
• Serve as the primary point of contact for guests with disabilities during events.
• Regularly survey venue accessibility and ensure compliance with standards set by the National Accessibility and Inclusivity team.
• Complete/manage assigned day of show/post-show reports and analyze venue service reports for improvements.
• Identify opportunities to remove event day hassles for fans and employees.
• Manage implementation and maintenance of other guest-facing or employee-based on-site programs.
• Attend frequent meetings with core venue team and regional leaders.

Benefits

• Generous vacation
• Healthcare benefits
• Retirement benefits
• Student loan repayment
• Six months of paid caregiver leave
• Roadie Babies program
• Music @ Home stipend
• Tuition reimbursement
• Access to free concerts, festivals, sports games, and more through employee ticket concierge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level