Full-Time
Employee Service Center Supervisor
MSG Entertainment
1,001-5,000 employees
Owns and operates premier live venues
Compensation Overview
$75k - $95k/yr
New York, NY, USA
In Person
On-site at NYC venues; rotating events schedule.
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- 3+ years of experience in a customer service, call center, or HR help desk environment, with at least 1+ years in a supervisory or lead role supporting teams in a fast-paced, service-driven setting.
- Demonstrated understanding of event-based or venue operations, including the ability to support fluctuating schedules, high-volume activity, and real-time business needs.
- Strong working knowledge of HR processes, including time & attendance, payroll, onboarding, employee relations and compliance.
- Proven experience managing HelpDesk queues, SLAs, and service performance metrics.
- Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook) and experience using HRIS or ticketing systems (e.g., Oracle, ServiceNow, etc.).
- Strong leadership and communication skills, with the ability to coach Leads, provide corrective feedback and influence outcomes through others.
- Ability to train and partner with business leaders to improve process, understanding, and consistent policy application.
- Strong judgement, problem-solving skills, and attention to detail in a fast-paced environment.
- Flexibility to work rotating schedules, including evenings, weekends, and holidays, based on event schedules and business needs.
- Manage and support ESC Leads, setting priorities, providing coaching, and ensuring Leads effectively guide and support Employee Service Representatives.
- Own HelpDesk operations, including queue management, SLA performance, workload distribution, and service metrics, ensuring timely and accurate resolution of employee inquiries.
- Serve as the primary escalation point for complex, sensitive, or high-impact employee inquiries, ensuring appropriate resolution and follow-through across all ESC communication channels.
- Partner with Leads to reinforce training initiatives, compliance expectations, and execution standards across the team.
- Oversee Employee Service Center support for scheduling, staffing concerns, missed clock-ins, schedule changes, and time and attendance issues ensuring alignment with policy, CBAs, and business needs.
- Support onboarding activities by ensuring new hire paperwork, I-9 verification, orientation support, and training coordination are executed accurately and on time.
- Partner with department managers and supervisors to deliver training and guidance on ESC processes and policy fundamentals, strengthening alignment and improving the employee experience.
- Maintain strong visibility within venues to build business trust, proactively address employee concerns, and identify opportunities to improve service delivery and processes.
- Provide on-site operational oversight to ensure smooth day-to-day ESC operations and continuity across shifts, events, and venues.
- Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.
What MSG Entertainment does: It owns and operates a portfolio of famous live entertainment venues in North America, such as Madison Square Garden, Radio City Music Hall, and the Beacon Theatre, where it hosts concerts, sports events, and theater. How its product works: The company generates revenue by selling tickets, renting venues, securing sponsorships, and offering concessions at events. It also leverages its venues and brands for media rights and merchandise, turning live experiences into long-term media and product opportunities. How it differs from competitors: It combines ownership of iconic, multifunction venues with strong media rights and merchandising opportunities tied to its brands, giving it multiple income streams beyond ticket sales. What its goal is: To provide high-quality, large-scale live entertainment experiences through well-known venues and brands while expanding revenue from media licensing and merchandise.
Company Size
1,001-5,000
Company Stage
IPO
Headquarters
New York City, New York
Founded
2010
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Simplify's Take
What believers are saying
- Kalshi partnership launches May 2026, renaming the sixth-floor concourse for fan activations.
- Impossible Foods deal adds plant-based options at concessions to meet evolving dietary preferences.
- Spin-off of Knicks and Rangers could unlock shareholder value for retained entertainment assets.
What critics are saying
- Class-action lawsuits over ShinyHunters breach exposing 26 million records will force settlement costs in 3–6 months.
- WIRED defense will accelerate regulatory scrutiny of facial recognition, threatening liquor license revocation in 6–12 months.
- FTC and NY AG will investigate discriminatory data practices from leaked LGBTQIA dossiers within 6–9 months.
What makes MSG Entertainment unique
- MSG owns iconic venues like Madison Square Garden and Radio City Music Hall.
- The company uniquely combines venue operations with proprietary entertainment brands and media rights.
- MSG leverages exclusive NBA and theatrical production access unavailable to competitors.
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Benefits
Professional Development Budget
Flexible Work Hours
Company News
And now Madison Square Garden is suing Wired over its surveillance reporting. The New York venue has made good on threats to seek legal action over Wired's reporting based on a massive info dump by a hacker group. Credit: Ajay Suresh Management at New York sports/concert/wedding venue Madison Square Garden has now moved forward with stated plans to sue tech outlet Wired, USA Today reports. Madison Square Garden Entertainment filed a lawsuit today targeting the Condé Nast publication, as well as contributing editor Noah Shachtman, writer Maddy Varner, and Global Editorial Director Katie Drummond, over a story Shachtman and Varner published on July 9, digging into the venue's recordkeeping on various famous people who've passed through its doors. The lawsuit claims that the article was "unethical and inflammatory," using information acquired from hackers, and saying writers then "cherry-picked fragments of that data to manufacture a false narrative portraying MSG as targeting the LGBTQIA community for discriminatory purposes." The Wired article in question (headlined "Madison Square Garden Kept A List Of Gay Celebrities") dug into MSG records that were released online in recent months by hacking group ShinyHunters - including what's purported to be a "talent" database the Knicks venue keeps of celebrities who've attended games at the Garden. Wired's reporting noted, among other things, that these records tracked "risk" levels for at least some of the celebrities in question (in part, purportedly, as a way to track who not to give free tickets to over behavior on social media, and, in at least some cases, over publicly talking shit about Garden owner James Dolan). It also allegedly contained an entry for sexual orientation, with 93 of the 40,000 or so people in the database marked "LGBTQIA." In the lawsuit, the Garden's lawyers claim that the entire database, presumably including the fields for orientation, was simply part of the company's "relationship management" efforts, writing that "Defendants knew there was no nefarious 'list' of gay celebrities, and Defendants knew that the stolen data contained dozens of fields per customer - including mundane fields such as address, phone number, and dietary restrictions - used for relationship management purposes, not discrimination." Wired has responded to the lawsuit, issuing a statement in which it said "Earlier today, Wired learned that Madison Square Garden was suing us for our accurate reporting. We stand by this reporting, and plan to vigorously defend it against this baseless and ridiculous lawsuit. We look forward to continuing our coverage of MSG, and on billionaire James Dolan's use of technology across his entertainment empire. It's one part of our wider mission and the critical job of journalists, now more than ever: holding power to account." Per the lawsuit, MSG is seeking a jury trial, along with compensatory, presumed, special, and punitive damages; a correction or retraction of the false and defamatory statements and implications; and attorney's fees.
Lawsuits say 26 million records breached. MSG Entertainment has been the victim of a data breach exposing the personal information of venue visitors, according to several new lawsuits against the company. The breach, first reported by technology publication 404 Media, was announced by hacker group ShinyHunters on Tuesday (June 16). The hackers reportedly went public with 42 gigabytes of stolen data after MSG Entertainment - which runs Madison Square Garden, the Chicago Theatre, Radio City Music Hall and The Beacon Theatre - refused to pay a ransom. Three consumer class action lawsuits quickly followed on Tuesday and Wednesday (June 17), accusing the company of negligence for failing to stop the attack. The lawsuits claim that the 26 million records exposed by ShinyHunters are made up of personal information and "threat assessment profiles" for MSG Entertainment venue visitors, including celebrity attendees. These files allegedly identify avid New York Knicks fan Ben Stiller as "low risk" while flagging rapper A Boogie Wit da Hoodie as "high risk." The fans in these lawsuits claim MSG Entertainment left itself open to this hack by failing to operate adequate cybersecurity defenses, even though the company maintains significant customer databases that make it a prime victim for malicious actors. The legal complaints note, for example, that MSG famously has a controversial policy of collecting facial recognition information from venue visitors. "This is an action against defendant MSG for their recidivist disregard for consumer privacy and MSG's complete and utter failure to properly secure and safeguard personally identifiable information," reads one lawsuit filed on behalf of New York resident Carlos Avalos, who attended a concert at one of the company's venues in 2025. MSG Entertainment had not made any public disclosures about the data breach as of Thursday morning (June 18). Reps for the company did not immediately return requests for comment. Daily newsletters straight to your inbox
Impossible Foods ties up Knicks, Rangers, in MSG deal. Going forward, Impossible Burgers will be available across the iconic New York venue. Madison Square Garden Sports (MSGS) - the owner of the titular iconic New York venue, the New York Rangers ice hockey team, and the New York Knicks basketball franchise - has announced a new partnership with plant-based food producer Impossible Foods. Going forward, Impossible Foods will serve as the official plant-based burger partner of the Rangers, Knicks, and Madison Square Garden (MSG) itself. A new Impossible Foods-themed concourse will debut on the sixth floor of the arena, but the firm's plant-based products will be available at concessions stands and hospitality suites across the 19,812-capacity venue. This will be accompanied with typical sponsorship inventory, including in-game LED signage presence, and activations on the overhead 'GardenVision' screens during regular-season fixtures. Speaking on the agreement, Doug Jossem, MSG Entertainment executive vice president for global sports and entertainment partnerships, said: "This partnership with Impossible Foods represents another step in diversifying its culinary offerings for guests. "Adding Impossible Foods' celebrated plant-based options reflects our commitment to meeting evolving dietary preferences while maintaining the standards our fans expect when they come to events at The Garden." The Knicks have three games remaining of the NBA regular season, all of which are home fixtures, having already secured a post-season playoff berth. Meanwhile, the Rangers also have three regular-season games left, all away games, but the team will not advance to the playoffs, as they currently sit at the bottom of the Eastern Conference Metropolitan Division. This new partnership comes as MSGS continues to explore a possible spin-off that would separate the Knicks and the Rangers, creating two publicly traded companies. The move was unanimously approved by the MSG Sports board of directors back in February. The proposed spin-off would see the creation of the New York Knicks company and include the NBA franchise and the Westchester Knicks, the team's NBA G League affiliate. The New York Rangers company will include the Rangers and the Hartford Wolf Pack, a minor-league hockey team in the AHL, and the top affiliate team for the Rangers. Jim Dolan, MSG Sports executive chairman and chief executive, said: "Both the Knicks and Rangers are premier teams in their respective leagues, with storied histories and large and passionate fan bases. We believe this proposed transaction would provide each company with enhanced strategic flexibility, its own defined business focus, and clear characteristics for investors." Give your business an edge with its leading industry insights.
Tokyo-Based company in talks with MSG Entertainment to bring new Sphere arena to Japan. Home " Tokyo-Based company in talks with MSG Entertainment to bring new Sphere arena to Japan. By Olivia Perreault 2 hours ago A new Sphere arena could be heading to Tokyo. The Tokyo-based financial services company SBI Holdings is reportedly in negotiations with MSG Entertainment for a "collaboration," Nikkei reports. The project is expected to cost around 350 billion yen ($2.2 billion), though SBI Holdings chairman and president Yoshitaka Kitao said that price tag could raise to a whopping 500 billion yen. While no concrete decisions have been made at this time, Kitao said the company is determined to pursue the project "no matter what." The Japan Times reported that the arena could have a capacity of 20,000 and feature a fully enclosed spherical structure. Tokyo's Odaiba island has been cited as a potential location. The man-made island, known as a high-tech entertainment hub, has views of Mt. Fuji and is accessible by the futuristic Yurikamome train. Over the next few months, SBI Holdings and MSG Entertainment are slated to continue discussions. The highly-acclaimed $2.3 billion Las Vegas Sphere first opened in 2023, garnering attention for its floor-to-ceiling wraparound interior LED screens and 170,000 ultra-directional speakers. It is currently the largest spherical structure on Earth and was designed to be unlike no other entertainment space. The rockers of U2 were the first to perform at the venue for a concert residency, followed by Phish, Dead & Company, and The Eagles. Other artists are taking over the venue this year include the Backstreet Boys, Metallica, Kenny Chesney, and No Doubt, while the immersive "The Wizard of Oz at Sphere" sold more than 2 million tickets and generated over $260 million in ticket revenue since opening last summer. Sphere Entertainment Co. previously revealed that they're launching a second Sphere in Abu Dhabi, United Arab Emirates in partnership with the Department of culture and Tourism Abu Dhabi (DCT). Additionally, Sphere Entertainment Co. announced plans to develop a new Sphere venue at National Harbor in Maryland, marking what would become the second U.S. location for the immersive entertainment concept and the first to utilize a smaller-scale design model. While the company was in talks to bring a new Sphere to London, that plan failed to materialize after the city's mayor spoke-out about his opposition to the proposal. Dolan, however, said he is reportedly in talks with "multiple international markets."
MSG Entertainment and Sphere Entertainment have appointed Allen Lo as Executive Vice President and Chief Legal Officer for both companies, effective 30 March. Lo brings over 30 years of legal experience in technology and media industries. In his new role, Lo will oversee corporate and business legal affairs for both companies, partnering with senior leadership on business strategy, transactions and corporate governance. He will report to Jim Dolan, who serves as Executive Chairman and CEO of both organisations. Lo joins from Meta, where he served as Vice President, Legal and Deputy General Counsel, managing intellectual property matters across Facebook, Instagram, WhatsApp and other divisions. Previously, he held senior legal positions at Google and Juniper Networks.