Customer Service Manager

LEGENDS GLOBAL Legends Global is the premier partner to the world's greatest live events, venues, and brands. We deliver a fully integrated solution of premium services that keeps our partners front and center through our white-label approach. Our network of 450 venues worldwide, hosting 20,000 events and entertaining 165 million guests each year, is powered by our depth of expertise and level of execution across every component feasibility & consulting, owner’s representation, sales, partnerships, hospitality, merchandise, venue management, and content & booking of world-class live events and venues. The Legends Global culture is one of respect, ambitious thinking, collaboration, and bold action. We are committed to building an inclusive workplace where everyone can be authentic, make an impact, and grow their career. Winning is an everyday thing at Legends Global. We have the best team members who understand every win is earned when we come together as one unified team. Sounds like a winning formula for you. Join us! THE ROLE We are looking for an Employee Engagement and Customer Service Manager to join our team at New Highmark Stadium in Buffalo, NY. As an Employee Engagement and Customer Service Manager, you will be responsible for developing a new stadium's customer service program, analyzing survey results and implementing corrective action plans, and ensuring a positive experience for all team members. If you are looking to be a part of the excitement and energy of live stadium events, this is your opportunity to join a fast-paced and team-oriented environment! Opening in the 2026 NFL season, the New Highmark Stadium will become the new home of the Buffalo Bills. As the largest construction project in Western New York history, this stadium will have state-of-the-art technology that will enhance the fan experience. Join us as we remember the past, while looking forward to the future. ESSENTIAL FUNCTIONS Foster and maintain extensive knowledge about the facility and services in order to assist any and all guests. Represent the voice of the internal and external customer by promoting a customer‑centric mindset across Legends using developed best practices. Measure impact and results of surveys; disseminate Legends’ leadership with recommendations for action plans. Focus on providing an exceptional employee experience for management, gameday team members, and nonprofit organizations from prehire through entire employment. Ensure compliance with all applicable health and safety regulations. Practice safe work habits and complete company and venue safety and general compliance training. Adheres to the Legends Global and venue company policies. Other duties as assigned by management. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Bachelor’s degree or equivalent; business, marketing, HR, or communications degree preferred. Experience leading and developing a team. Excellent interpersonal and communication skills. Advanced computer skills, including proficiency in spreadsheet, database, and word processing programs. Must have sufficient mobility to perform tasks including constant reaching, bending, stooping, wiping, pushing, and pulling for extended periods of time. Specific vision abilities required by this job include close vision and the ability to adjust focus. Must be flexible to work extended hours due to business requirements including late nights, weekends and holidays including all games and major stadium events. Must have the ability to lift, push, pull approximately 25lbs. Must be able to stand and/or walk for up to 10 hours during a single shift, while navigating ramps, stairs and elevator. COMPENSATION Competitive salary range starting at $63,000, commensurate with experience, and a generous benefits package that includes: medical dental vision life and disability insurance paid vacation 401k plan WORKING CONDITIONS Location: On Site (Buffalo, NY/ Highmark Stadium) PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. NOTE: The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position. EEO/DEI Legends Global is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor. #LI-EC1 OUR WORK EXPERIENCE Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. #J-18808-Ljbffr