Manager, Guest Experience

The Milwaukee Bucks is a professional sports and entertainment organization dedicated to excellence and innovation, committed to providing world-class experiences to fans, guests, and employees alike. Operating primarily out of the Fiserv Forum in Milwaukee, Wisconsin, the Bucks are part of the greater NBA league and have built a reputation for fostering a culture of continuous improvement, inclusivity, and empowerment among their workforce. The organization emphasizes diversity, equity, and inclusion while providing competitive compensation and extensive benefits to its team members. The Bucks strive not only to be leaders on the court but also to create an engaging and supportive community environment through their event management and guest service activities.

The role of Manager, Guest Experience, is a full-time, salaried, and exempt position that reports to the Director of Guest Experience. This leadership role is essential in overseeing and managing the guest experience operations within the Fiserv Forum arena. The Manager will lead a dedicated team that includes Guest Service Supervisors and Guest Service Representatives, ensuring that guests enjoy an unparalleled entertainment experience. Duties focus heavily on team leadership, event coordination, training development, and adherence to safety and accessibility regulations. The successful candidate will be responsible for motivating and coaching their team, managing crowd control, and ensuring compliance with labor laws and collective bargaining agreements. The position requires detailed planning and coordination for various events, from major publicly ticketed occasions to private engagements, maintaining the highest standards of service and safety.

The Manager will also be at the forefront of incident management, guest relations, and operational strategies—developing and implementing effective training programs that cover service values, operations, safety policies, and facility orientations. Collaboration is key, as this role works closely with human resources, event operations, scheduling, and other departments to optimize staffing and operational performance. Strong communication, problem-solving, and decision-making abilities are necessary to succeed in this dynamic environment.

In addition to competitive pay, the Bucks offer comprehensive health benefits including medical, dental, vision, and mental health resources. Employees benefit from a 401K plan with company match, pet insurance, extensive paid time off including 12 weeks for new parents, unlimited PTO, and valuable professional development opportunities through their Antler Academy learning program. Other perks include employee resource groups, discounts on Bucks and NBA league merchandise and tickets, company-paid parking, and a phone allowance. The Bucks have a commitment to flexible working environments that promote balance between personal and professional life.

This role requires availability for most major events including pre- and post-event duties, and often includes work during evenings, weekends, and holidays. Experience in event leadership, union team coaching, and familiarity with incident management and ticketing platforms are preferred. The Milwaukee Bucks are an Affirmative Action and Equal Opportunity Employer, providing reasonable accommodations for individuals with disabilities during the application process and employment. Candidates must successfully complete a criminal background check consistent with legal standards.