Manager, Guest Services

4 weeks ago

Raleigh, United States On Location Inc. Full time
Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

The Role and What You'll Do:

Guest Services Managers must be natural leaders eager to support a team of Guest Services Leads and Associates by mastering our Guest Services standards and expectations. The Guest Services Manager will be integral in team and performance management, taking a significant role in executing regular quality assurance and coaching across their assigned team members. The Guest Services Manager will be the primary source of support and backup for their assigned team and be responsible for handling complex issues answers for the guest facing team and troubleshoot escalations regarding their team's focuses. The Manager may also be asked to assist with an increased volume of traffic from time to time due to the unpredictable at times nature of our guest outreach. A successful candidate should be prepared to work as part of the Guest Services Management team helping shape the overall efforts and workflows utilized daily to drive us toward success, while also leading the performance management of their assigned team members. A successful GS Manager's day-to-day work will include but not be limited to the following:
  • Fielding customer escalations from Leads or Associates involving complex issues or uncommon questions that need additional support;
  • Handles inter-departmental representation for assigned focuses;
  • Helps facilitate consistent and ongoing training and onboarding efforts;
  • Conducts frequent coaching and quality assurance assessments on team members and provides 1 on 1 feedback regularly;
  • Assists with being a key point of contact for on-site program issues within Guest Services scope; and
  • Supports the team by maintaining documentation and digital retention for knowledge bases and service portals.
Required qualifications:
  • Excellent customer service and communication (written and verbal) skills
  • Be comfortable in a technology heavy environment, interfacing with various computer software and resources
  • Ability to use judgment to escalate sensitive or special requests to Guest Services Director
  • Ability to be proactive and take initiative to solve complex issues/challenges
  • Attention to detail, organization, and critical thinking skills are a must
  • Must be flexible with working hours, able to work weekends, evenings and sometimes holidays
Preferred qualifications:
  • 3 or more years' experience in customer service or client facing roles
  • 3 or more years' experience managing the performance of a small-medium Customer Service team
  • Experience with a Help Desk or Ticketing Support System (Salesforce preferred).
  • Experience with a VoIP Phone System and/or front-line Call Center ACD work (Sharpen CX preferred)
  • Experience with Microsoft 365 and/or Google Workspace (formerly G Suite) Products
  • Experience with reading, navigating, and creating spreadsheets
  • Program/Project Management experience a plus


Travel:

Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. This position may require up to 10% travel.

How we work:

Endeavor is at the center of sports, media, entertainment, and fashion and is a largely relationship-based business. To foster an environment of collaboration, develop our future talent, and build on relationships across leadership, peers, and teams, we work from the office 4 days per week/in a remote capacity. We see immeasurable value internally and throughout the core of the businesses we support.

Don't meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

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