Director of Learning and Development

This is a Full Time Job

Who are we hiring?

The Director, Venue Learning is responsible for designing, building, and leading a comprehensive learning institution for MSG Entertainment and Sphere venue-based workforce. This role establishes a structured Venue Academy spanning onboarding through advanced mastery for all frontline team members, supervisors, and operational staff. The Director will architect a cohesive, technology-enabled curriculum that operates as a true learning institution: sequenced, credentialed, and continuously evolving. It will serve as the single destination for venue colleague development, integrating guest experience excellence, operational readiness, seasonal workforce ramp-up, and professional growth into one unified learning ecosystem.

What will you do?

Venue Learning Design and Architecture
• Conceptualize and build the Venue Academy as a structured, multi-tier learning institution with clear progression pathways from Day One onboarding through advanced mastery and specialization
• Design a cohesive curriculum framework organized by learning level, creating a shared learning identity across all venue colleagues
• Define and track program effectiveness metrics including time-to-proficiency, learner progression rates, credential completion, and guest satisfaction correlation
• Create a digital-first content strategy enabling rapid updates, seasonal content deployment, and scalable delivery across multiple properties and time zones. Use AI-powered tools to increase speed of delivery and knowledge retention
• Design and deliver an immersive onboarding experience that immerses new venue colleagues in our company’s service philosophy, brand identity, and guest experience standards
• Partner with Venue Operations, Guest Experience, Threat Management, and HR Business Partners to align curriculum priorities with operational realities and workforce plans
• Serve as a visible learning leader within venue operations, building credibility and trust with frontline managers through consistent presence and responsiveness.
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.

What do you need to succeed?

Bachelor’s Degree or equivalent work experience required, or relevant degree in instructional design.

Experience and Background
• 8 years of progressive experience in learning, talent development, or organizational development, with at least 3 years in hospitality, retail, entertainment, sports, or high-touch guest service environments
• Demonstrated experience designing and building structured learning programs (academies, universities, certification systems) for large frontline or hourly workforces
• Track record of launching learning initiatives from concept through scaled delivery across multiple locations
• Experience onboarding front-line employees within compressed timelines
• Experience leading or building a small team, including training specialists, coordinators, or facilitators

Skills and Capabilities
• Strong relationship management acumen, ability to align diverse stakeholders
• Deep expertise in curriculum architecture: sequencing, leveling, credentialing, and building cohesive learning journeys
• Fluency in modern learning technology platforms (LMS/LXP, mobile learning, digital badging, AI-powered tools)
• Strong facilitation skills with the ability to model the caliber of experience expected from the Academy
• Skilled at building measurement frameworks, interpreting learner analytics, and translating data into program improvements
• Proven ability to influence without authority, consult with senior operational leaders, and translate business challenges into learning solutions
• Clear, compelling communicator who can present strategy to executives and coach facilitators with equal effectiveness

SPECIAL REQUIREMENTS OF THE JOB:

Will this role require travel? Does this role have specific physical demands? Will this job require operation of a vehicle?
• Regular presence across NYC venues required; periodic travel to Sphere (Las Vegas) and future locations as the Academy scales

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