Assistant General Manager, Theatre Operations

This is a Full Time Job


The AGM Chicago Theatre Operations is responsible for directing the facilities and customer service operations at the Chicago Theater. Specific functions include maintenance and upkeep of engineering/physical plant, guest relations, box office operations, building security, tours, and food and merchandise operations. This position reports into the SVP & GM, Theaters (New York based).

What will you do?
• Provide day-to-day leadership for all facility and theatre operations at the Chicago Theatre.
• Direct the planning, prioritization, and execution of all cleaning, maintenance, and repair programs to ensure operational continuity and asset integrity.
• Establish, maintain, and continuously elevate operational and aesthetic standards across the venue, ensuring best-in-class presentation consistent with MSG expectations.
• Lead the scheduling, deployment, and performance management of all building trades, contractors, and venue services to support live events and daily operations.
• Oversee Front of House operations, including recruitment, training, scheduling, and deployment of all FOH and BOH guest-facing teams, including guest relations and EMT services.
• Provide operational oversight of Food, Beverage and Merchandise functions, ensuring product quality, placement, pricing, and service standards are fully aligned with MSG guidelines and financial targets.
• Own the end-to-end guest experience, continuously evaluating service quality through direct observation, guest interaction, performance metrics, and formal feedback mechanisms.
• Analyze customer correspondence, feedback studies, and performance reports; proactively engage clients, promoters, and internal stakeholders to assess satisfaction and identify improvement opportunities.
• Maintain daily communication and alignment with department heads across all business units to ensure coordinated execution and issue resolution.
• Represent the organization externally with professionalism and executive presence, engaging industry peers, labor leadership, government officials, developers, landlords, and community stakeholders to strengthen relationships.
• Review and analyze daily financial and operational reports; identify trends, variances, and opportunities, and initiate corrective actions to improve performance.
• Manage operational risk through active oversight of legal considerations, security protocols, internal controls, safety compliance, and preventive measures.
• Partner with leadership to contribute to long-term strategic planning, capital improvement initiatives, and infrastructure investment planning.
• Assist MSG Live team with settlement of events and maintaining venue standards with promoters.
• Direct Supervision:
• Senior Manager, Building Operations
• Director, Event Production
• Manager, Guest Services
• Manager, Food & Merchandise
• Box Office Treasurer
• Indirect Supervision
• Director, Security

What do you need to succeed?
• Minimum 10 years of prior management experience within facilities management, hospitality, or similarly complex, high-volume operating environments, with direct responsibility for leading and developing multidisciplinary teams in fast-paced settings.
• Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.
• Proven experience managing large crowds and high-traffic operations is strongly preferred.
• Demonstrated knowledge of Collective Bargaining Agreements (CBA) and the ability to manage a non-union and unionized workforce.
• Demonstrated P&L ownership and enterprise-level decision-making.
• Exceptional verbal and written communication skills, with strong organizational, time-management, and prioritization abilities in deadline-driven environments.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Demonstrated attention to detail and follow-through, with the ability to independently manage initiatives using sound business judgment.
• Ability to maintain a positive, professional, and uplifting leadership presence while exercising discretion, confidentiality, and the highest ethical standards.
• Strong experience leading cross-functional teams, building collaborative relationships, and fostering an open, inclusive, and respectful workplace culture across diverse stakeholders.
• Proven track record of driving measurable improvements in customer satisfaction, service quality, and loyalty.
• Demonstrates integrity, tact, diplomacy, and consistency while aligning operational decisions with company values and guiding principles.
• Highly developed problem-solving, analytical, motivational, and organizational skills.
• Excellent interpersonal and customer service skills, with the ability to perform effectively under pressure while managing multiple priorities simultaneously.

Special Requirements
• Frequent bending, sitting, and possible exposure to multiple external elements.
• Must be comfortable to travel to other venues as needed.
• Must be comfortable lifting 25-35 pounds.
• Must be able to work a flexible schedule inclusive of weekends, nights and holidays required. May have split days off.

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