Manager, Guest Experience

Golden State • San Francisco, CA

8d • $89,000 - $95,000 • 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 role focuses on elevating service delivery, optimizing guest movement, managing third-party operational vendors, and ensuring seamless event execution. It also oversees operational logistics, culture and recognition programs, communications channels, and a diverse team. The position reports to the Director, Guest Experiences Operations.

This is a full-time position based onsite in San Francisco, California. The role requires extended hours, including nights, weekends, and holidays for events. Compensation is $89,000–$95,000 per year plus bonus.

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 ideal.
• 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 in Microsoft Office Suite or Google Workspace, scheduling platforms, and guest management tools.
• Exceptional written and verbal communication, customer service, and conflict resolution skills.
• Ability to build positive relationships with employees and third-party vendors at all organizational levels.
• Comfort with data interpretation, feedback analytics, and reporting tools to support decision-making.
• 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 ensure service standards, safety compliance, and operational efficiency.
• Direct Guest Services kiosks, information hubs, and guest-facing operational stations, including establishing staffing, signage, and queue-flow SOPs.
• Oversee operational preparation and post-event recaps for Chase Center and private events.
• Streamline department operating procedures and policies to improve budget efficiency and guest experiences.
• Manage day-to-day operational partnerships and service-level agreements for contracted venue services, including bag check, bike valet in partnership with Transportation and Parking, ASL interpreters, and external guest service vendors.
• Oversee departmental supply management, procurement, and vendor invoice tracking.
• Design and maintain venue-wide service recovery tools and staff empowerment guidelines to resolve guest inquiries in real time.
• Monitor and analyze guest feedback from post-event surveys, call center logs, email inquiries, and social channels to identify bottlenecks and improve guest satisfaction.
• Identify opportunities to modernize guest movement, ingress and egress procedures, accessibility services, sustainability, and guest service touchpoints.
• Serve as the primary Guest Experience liaison to 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.
• Warriors home tickets.
• Team store discount.

What This Job Offers

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