VP Guest Experience

Sphere Entertainment Co. (NYSE: SPHR) is a premier live entertainment and media company. The Company includes Sphere, a next-generation entertainment medium powered by cutting-edge technologies to redefine the future of entertainment. The first Sphere venue in Las Vegas opened in September 2023. In addition, the Company includes MSG Networks, which operates two regional sports and entertainment networks, MSG Network and MSG Sportsnet, as well as a direct-to-consumer and authenticated streaming product, MSG+, delivering a wide range of live sports content and other programming. More information is available at sphereentertainmentco.com.

Who are we hiring?

The VP Guest Experience is accountable for the overall guest experience within MSG Sphere. They will ensure an exceptional guest experience by overseeing and aligning the Guest Services management team while addressing their performance and development, and their execution of service standards. The position will interact with and solicit ongoing feedback from guests and team members through surveys and other communication channels and will collaborate across functions to achieve business results.

What will you do?

• With an innovative mindset, develops and implements customer service strategies, programs, and technology to ensure company goals are met.
• Sets direction for leadership team and front-line team to ensure the consistency of operational procedures that enhance employee and guest experiences.
• Collaborates across the organization to develop pre-opening and ongoing training programs for employees.
• Identifies friction-free guest interaction opportunities throughout the customer journey from ticket purchase through event attendance.
• Collaborates with Information Technology and external vendors to utilize innovative technology and mobile solutions to enable improved customer experiences.
• Partners with Marketing team to align onsite service delivery with MSG Sphere brand story and utilizes customer feedback to mine operational opportunities within all business units.
• Communicates effectively with guests during events, with the ability to diffuse escalated situations.
• Maintains timely communication with stakeholders to convey and resolve customer service issues and to identify best practices.
• Oversees technological advancements in the organization’s omni-channel communication, including, but not limited to developing updates, implementing new communication tools, and setting companywide standards.
• Leads the implementation of strategies to improve communication during service recovery situations.
• Partners on the full-cycle recruitment, hiring, and development of leadership team and front-line staff; plays an active role in training and development of leadership team members by providing continuous feedback, stretch assignments and other opportunities for growth.
• Responsible for all Event Staff budgeting and Guest Services Operational Budget.
• Participates in and supports special initiatives and projects at Sphere.
  
  

What do you need to succeed?

• The ideal candidate will have a minimum of 10-12 years of progressive experience in Guest Relations, Customer Service, or Premium Hospitality Management with direct responsibility for supervising and directing staff across a wide range of operating functions.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Successful track record of measuring improvements in customer satisfaction and loyalty.
• Knowledge of local Fire and Building Codes required and an in-depth knowledge of facility management.
• Excellent verbal & written communication, organizational and time management skills required.
• Experience in managing cross functional teams and building relationships.
• Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency.
• Skilled at working collaboratively and in a team environment.
• Adept at maintaining a positive, open, approachable, and professional relationship with a diverse group.
• Able to work under pressure and meet deadlines, while managing multiple tasks.
• PC skills including MS Word, Excel, Outlook and PowerPoint.
  
  

Special Requirements

Must be able to work a flexible schedule inclusive of weekends, nights and holidays required.

Extensive standing and walking during events, keyboard usage & general administrative duties.

Occasional travel to NY/CA (

Pay Range

$197,000—$260,000 USD

At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.

We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.