Experience Manager- The Warner Theatre

Job Description

THE JOB
Venue Nation is seeking an Employee & Guest Experience Manager for the Warner Theatre. The Experience Manager will be responsible for administering various corporate and venue designed initiatives that support employee engagement and recognition programs, and guest servicerelated initiatives. The ideal candidate is a proactive self-starter who thrives in dynamic environments and embraces the variability that comes with live entertainment.
SCHEDULE & HOURS
This role follows the rhythm of the venue event schedule and requires flexibility. While the average commitment is approximately 20 hours per week, workload may increase to 30–35 hours during busier times of year. This is an in-venue role, with all work performed onsite at the
theatre.
WHAT THIS ROLE WILL DO
• Employee Engagement: Lead communication and engagement efforts through newsletters,
day-of-show info sheets, and other tools that connect employees to the venue's service
culture. Work closely with the Back of House team to ensure all employees are provided
with opportunities for connection and communication.
• Employee Care: Curate and maintain the day-of-show employee experience by managing
the upkeep of dedicated areas (e.g. tent, room, wall) that not only reduce hassles and boost
morale, but spotlight recognition, pertinent venue/show information and key repeatable
messages, all to help enhance their overall work experience.
• Employee Recognition: Administer recognition programs that celebrate small and large
service wins, build a ''ONE-CREW'' culture, and organize ongoing appreciation events.
• Training & Coaching: Serve as venue lead for service-focused training. Partner with
managers to deliver staff training, reinforce standards (Safety, Care, Encore, Efficiency), and
ensure consistency before, during, and after events.
• Fan Experience: Design and deliver initiatives for service recovery, surprise-and-delight
moments, and milestone celebrations (e.g., first shows). Lead the venue's Dwell Time
initiatives (pre-show Rooftop and post-show Lounge). Support inclusivity by staying aware
of and reinforcing programs that enhance the venue experience for all fans, including those
with disabilities or sensory needs.
• Reporting & Insights: In partnership with the General Manager, Front of House
management, and regional leadership, lead the post-show reporting process by capturing
and analyzing guest feedback, service trends, and operational data. Translate findings into
actionable plans that drive continuous improvement and accountability.
• Process Management: Work alongside the General Manager to advocate for and manage
employee Care and Recognition budgets, streamline event-day operations, and identify
opportunities to remove friction points for both fans and staff-ensuring efficiency and a
smooth, hospitality-driven experience at every show.
• Collaboration & Support: Build regular touchpoints with venue leadership, Back of House
Experience Management, regional Fan Services leads, and join regional/national Experience
Managers to learn, discuss, and adopt guest- and employee-focused programs.
WHAT THIS PERSON WILL BRING
• A natural interest in helping others and a heart for service. As well as a passion for
delivering engaging and memorable fan experiences.
• Must be able to maintain composure and organization in an often hectic and loud
environment.
• Be flexible and approach the job with a one team mentality no matter the task.
• Proficient computer skills required including the ability to use Microsoft Office Suite
(Word, Excel, Outlook, PowerPoint) and CANVA.
• A positive outlook, strong communication skills including public speaking or meeting
facilitation skills and the ability to engage others.
• Strong problem-solving skills and demonstrated experience finding creative, yet viable
solutions.
• 1-3 years' plus of work experience in a comparable role.
• Position requires constant physical activity such as walking, climbing stairs, lifting, and
carrying equipment.
• Must be able to lift 30 lbs. using proper lifting techniques.

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The expected compensation for this position is:
$20.00 USD - $25.00 USD Hourly
** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Jobcode: Reference SBJ-yj8z33-216-73-216-111-42 in your application.