Manager, Guest Experience

Golden State • San Francisco, CA

7d • Onsite

About The Position

Chase Center is seeking an operationally minded Manager to lead venue-wide guest service operations, event logistics, employee engagement, and frontline execution across games, concerts, and special events. The Manager will elevate service delivery, optimize guest movement, manage third-party operational vendors, and support seamless event execution. The position reports to the Director, Guest Experiences Operations and is full-time and based onsite in San Francisco, California.

Requirements

• Bachelor's degree or equivalent work experience.
• 3–5 years of experience in operations, hospitality, or live event operations; stadium, arena, or high-volume hospitality experience is preferred.
• 1–2 years supervising union and non-union full-time and part-time employees.
• Experience interpreting collective bargaining agreements, managing labor dynamics, and conducting progressive discipline.
• Proficiency with Microsoft Office Suite or Google Workspace, scheduling platforms, and guest management tools.
• Strong written and verbal communication, customer service, and conflict resolution skills.
• Ability to build positive relationships with employees and third-party vendors across the organization.
• Comfort with data interpretation, feedback analytics, and reporting tools.
• Ability to work extended hours, including nights, weekends, and holidays for events.

Nice To Haves

• Experience in a stadium, arena, or high-volume hospitality environment.

Responsibilities

• Serve as the primary operational lead and Manager on Duty during events, maintaining a visible arena presence to support service standards, safety compliance, and operational efficiency.
• Direct Guest Services kiosks, information hubs, and guest-facing operational stations, including staffing deployments, signage, and queue-flow procedures.
• Oversee operational preparation and post-event recaps for Chase Center and private events.
• Improve department procedures and policies to optimize budget efficiencies and guest experiences.
• Lead operational partnerships and service-level agreements for contracted venue services, including bag check, bike valet, ASL interpreters, and external guest service vendors.
• Oversee departmental supplies, procurement, and vendor invoice tracking.
• Develop and maintain service-recovery tools and staff empowerment guidelines for resolving guest inquiries in real time.
• Analyze guest feedback from surveys, call center logs, email inquiries, and social channels to identify bottlenecks and improve satisfaction.
• Identify opportunities to modernize guest movement, ingress and egress, accessibility services, sustainability, and guest service touchpoints.
• Serve as the primary Guest Experience liaison with internal and external groups, including Arena Operations, Business Operations, and community groups.
• Lead, coach, and manage two full-time employees, the Guest Experience Call Center, and event-day staff.
• Perform other duties as assigned.

Benefits

• Comprehensive medical, dental, and vision benefits for employees and dependents.
• Employer 401(k) match.
• Vacation and a generous paid time off plan for pregnancy and parental leaves.
• Summer half-day Fridays.
• Bonus.
• Warriors home tickets and team store discount.

What This Job Offers

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