Senior Manager, Customer Experience - Corp Admin
About The Position
The Senior Manager, Customer Experience is responsible for delivering a high-quality customer experience across Second City Chicago, including Training Center classes, Resident Stage performances, Second City Works events, and Box Office operations. The role works closely with the Managing Director of Chicago, customer service teams, and event staff to ensure projects, performances, workshops, corporate engagements, rentals, and special events run smoothly from planning through completion. It designs, implements, and monitors processes to support successful interactions for customers and customer-facing personnel. The position manages a team of customer-service employees, including 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 effectively among projects, departments, and priorities. The role is onsite with a flexible schedule, generally Monday through Friday from 12 p.m. to 8 p.m., and regularly includes nights and weekends.
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 the 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.
- Ability to take projects from ideation and planning through successful execution.
- Ability to lead organizational change, with strong planning, coordination, and communication across stakeholders.
- Ability to communicate effectively across different levels and groups, including customers, colleagues, peers, and executive-level leadership.
- Ability to deliver small tasks and larger projects while managing multiple projects, deadlines, and stakeholders simultaneously.
- Ability to establish work priorities and goals with minimal direct guidance and to work autonomously and collaboratively as needed.
- 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 department personnel, including staffing, scheduling, performance management, and talent development across individual contributors, team leads, and people managers.
- Enable and empower customer experience team members to assist customers with the logistical needs required for a positive experience.
- Review, reshape, create, implement, and manage customer experience metrics and incentives that encourage appropriate behaviors, processes, and business outcomes.
- Manage systems, vendors, and venue operations partnerships that are critical to the customer experience.
- Serve as a secondary onsite escalation contact for clients, vendors, talent, and event organizers; communicate resolutions and changes to stakeholders as needed.
- Create, launch, lead, and execute strategic, time-bound, and tactical project plans that improve the customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
