Customer Experience Manager

Job Description Job Description POSITION: Customer Experience Manager LOCATION: Sugar Land, Texas HOURS: Full Time, including evenings, weekends & holidays COMPENSATION: $50,000 per year TO 55K Per Year ABOUT THE POSITION The Customer Experience Manager plays a key leadership role in delivering a best-in-class experience for all guests attending events at Smart Financial Centre. Reporting directly to the Customer Experience Director, this position is responsible for managing front-line operations, ensuring the highest standards of service, safety, and professionalism across all public-facing areas of the venue. The Manager will directly supervise teams of ushers, security personnel, and part-time staff, and will collaborate closely with internal departments (Box Office, F&B, Production, etc.) and third-party partners (security, ticketing, janitorial, etc.) to execute event-day plans with precision and hospitality. RESPONSIBILITIES • Oversee the recruitment, scheduling, training, and performance of ushers, security staff, and other front-of-house personnel.• Execute and enforce venue policies and procedures that promote a safe, welcoming, and accessible environment. • Support the Customer Experience Director in developing and implementing strategies that enhance guest satisfaction, reduce friction points, and elevate the overall experience. • Serve as the lead point of contact for front-line operations during events, ensuring quick issue resolution and clear communication across departments. • Maintain a visible presence during shows, assisting guests and staff, monitoring crowd flow, and addressing any escalated concerns. • Collaborate with HR and internal departments on onboarding and performance evaluations for front-line staff. • Assist in post-event reporting and analysis to identify opportunities for improvement and innovation. • Maintain front-of-house materials and inventory, including FM units, first-aid supplies, signage, and accessibility tools. Sensitivity: Internal Use • Advance event needs with contracted partners (Valet Parking, Security, SLPD, Food & Beverage), Tour Merchandise representatives, and ASL/Captioning services as required. • Perform other related duties and responsibilities as needed to support guest services and event operations. EXPERIENCE - SKILLS • 2–4 years of experience in venue operations, guest services, live events, or hospitality management. • Strong interpersonal and communication skills, with a commitment to service excellence. • Ability to lead and motivate teams in high-pressure, fast-paced environments. • Familiarity with ADA compliance, crowd management, emergency protocols, and event logistics. • Availability to work a flexible schedule including nights, weekends, and holidays. BENEFITS • Medical, Dental and Vision Insurance • 401k Match • Paid Vacation & Holidays ATG Entertainment : Passion Behind Performance ATG Entertainment is a world leader in live entertainment. Our portfolio of venues includes historic theatres, studio theatres, cinemas, conference spaces, and modern live music arenas. ATG Entertainment own, operate or programmed 64 of the world’s most iconic venues across the UK, the US and Germany entertaining over 18 million audience members each year. Through our in-house Production companies an Statement d working closely with top producers and promoters ATG presents over 15,000 live performances annually, including Cabaret at the Kit Kat Club, Stranger Things: The First Shadow, Moulin Rouge, The Lion King, Harry Potter and the Cursed Child and Starlight Express as well as popular music and comedy shows. ATG also owns a leading ticketing platform processing more than 18 million tickets each year for musicals, plays, concerts, comedy shows and a variety of other live events. ATGtickets.com attracts more than 40 million unique visitors annually. Headquartered in London and Woking, the company also has offices in New York and Cologne. ATG Entertainment IDEA Mission At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Sensitivity: Internal Use Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong. At ATG Entertainment, we provide a stage for everyone. Company Description ATG Entertainment IDEA Mission At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Sensitivity: Internal Use Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong. Company Description ATG Entertainment IDEA Mission At ATG Entertainment, our commitment to inclusion, diversity, equity and access (IDEA) is reflected in our IDEA mission statement: A stage for everyone. Sensitivity: Internal Use Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are committed to strengthening the sense of belonging by ensuring diversity and equity in everything we do. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves, and everyone feels they belong.

Location: Sugar Land, Texas, US

Posted Date: 10/20/2025