Manager, Guest Experiences Operations

We are looking for a Manager to lead the employee relations function for our Guest Experience staff at Chase Center. In collaboration with the Director, you will lead a team dedicated to the logistics, accountability, and experiences of our front-line staff. Additionally, you will ensure the integrity of the disciplinary process is in compliance with our collective bargaining agreement, oversee employee resources, and manage two employees (a Coordinator and Specialist). This position reports to the Director, Guest Experiences Operations. 

Come share your expertise while learning more about this growing sports and entertainment organization that values your initiative and dedication!

This is a full-time position based onsite in San Francisco, CA.

• →Establish standards for staff scheduling and payroll to ensure efficient execution across all events at Chase Center and Thrive City
• →Audit and approve Coordinator’s weekly payroll processing and schedule releases to ensure accuracy and compliance with labor laws and union contracts; ensure the resolution of escalated payroll and timekeeping discrepancies
• →Accurately interpret collective bargaining agreement and resolve employee relations issues ensuring consistency and compliance for all disciplinary actions
• →Represent the department in all union-related matters regarding corrective actions and formal grievances
• →Uphold accountability standards to ensure the fair, impartial application of policies
• →Provide direction on uniform management, equipment resources, and engagement programs to Specialist
• →Foster a culture of continuous learning and accountability, empowering direct reports to take ownership of their professional development and solve problems proactively
• →Lead event Guest Experience operation for Chase Center and Thrive City events as part of the management rotation
• →Partner with People Operations in the hiring and onboarding of staff, ensuring all processes align with labor laws and union mandates
• →Collaborate with Payroll, Labor Relations, Events, Security, and Finance to ensure operational alignment, resolve labor issues, and maintain fiscal integrity
• →Manage two full-time employees (1 Coordinator + 1 Specialist), ensuring consistent coaching, accountability, and professional growth
• →Other duties as assigned

• Bachelor's degree or equivalent work experience
• 3-5 years of experience in human resources or employee relations, ideally in a stadium/arena or high volume hospitality environment; 1-2 years of people management experience (i.e., coaching, mentoring, and developing full-time staff)
• Experience working within a unionized environment and interpreting collective bargaining agreements (CBAs) is highly preferred
• Exceptional written and verbal communication, customer service, and conflict resolution skills
• Ability to maintain a high level of energy and professionalism during live events
• Ability to build positive relationships with peers and stakeholders at all levels of the organization

• Ability to work extended hours, including nights, weekends, and holidays as necessary