Senior Manager, Customer Experience - Corp Admin

The Second City • Chicago, IL

8d • Onsite

About The Position

The Senior Manager, Customer Experience is responsible for delivering a high-quality customer experience across Second City Chicago, including onsite Training Centre classes, Resident Stage performances, Second City Works events, and Box Office operations. Working closely with the Managing Director of Chicago, customer service teams, and event staff, this role helps ensure that projects, performances, workshops, corporate engagements, rentals, and special events run smoothly from planning through completion. The position designs, implements, and monitors processes that support successful interactions for customers and customer-facing personnel.

The role manages a team that includes individual contributors and managers, and serves as a secondary escalation point for customer service operations on nights and weekends. It requires strong communication, organization, attention to detail, and the ability to move confidently between projects, departments, and priorities.

Requirements

• At least 5 years of experience managing and leading people in a customer experience or customer service function.
• Demonstrated ability to manage and develop successful, respected, results-oriented leaders.
• Bachelor’s degree in Arts Management, Hospitality Management, Business Administration, or equivalent relevant industry experience.
• Ability to think strategically about customer experience and deliver positive, metric-driven business outcomes.
• Ability to work a flexible onsite schedule, generally Monday through Friday from 12 p.m. to 8 p.m., regularly including nights and weekends.
• Demonstrated ability to take projects from ideation through planning and successful execution.
• Ability to lead organizational change through effective planning, coordination, and stakeholder communication.
• Excellent communication skills across different levels and types of constituents, including customers, colleagues, peers, and executive leadership.
• Ability to deliver small tasks and larger projects while managing multiple projects, deadlines, and stakeholders simultaneously.
• Ability to set work priorities and goals with minimal direct guidance, working autonomously and collaboratively as required.
• Strong problem-solving skills and the ability to remain calm and solutions-oriented in a fast-paced environment.
• Proficiency with common workplace technology tools and project management systems.

Nice To Haves

• Familiarity with union agreements and/or other applicable entertainment unions.

Responsibilities

• Manage customer experience personnel, including staffing, scheduling, performance management, and talent development across individual contributors, team leads, and people managers.
• Ensure customer experience team members are equipped and empowered to address customers’ logistical needs.
• Review, reshape, create, implement, and manage customer experience metrics and incentives that support appropriate behaviors, processes, and business outcomes.
• Manage and oversee systems, vendors, and venue operations partnerships critical to the customer experience.
• Serve as a secondary onsite escalation contact for clients, vendors, talent, and event organizers, and communicate resolutions and changes to stakeholders.
• Create, launch, lead, and execute strategic, time-bound, and tactical project plans that improve the customer experience.

What This Job Offers

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